Title: IT Support Analyst

Employee Classification: PT

Pay Grade: PT 09

Division: Chief Information Officer

Subdivision: Classroom Lab Infrastructure Serv

Department: Office of CIO

Campus Location: Main Campus

General Summary

Provide support, troubleshooting and training regarding end-user software, hardware and network inquiries to assigned division/departments or building and staff. Provide support on a wide range of applications including Microsoft and Macintosh operating systems, Microsoft Office, and other products commonly found in a university environment. Provide technical support for divisional/departmental business applications and services, including the evaluation, implementation and administration. Ensure the availability, integrity and reliability of mission critical business applications that typically serves the entire campus. Coordinate technology across various functional units and the Division of Information Technology (I.T.). Provide liaison role with the Division of Information Technology.

Principal Duties and Responsibilities

• Provide software and hardware technical assistance to assigned division.
• Install, configure, maintain and troubleshoot a wide range of software used throughout the Division.
• Perform software upgrades to existing computer equipment as needed.
• Install, configure, maintain and troubleshoot PC and Macintosh hardware and peripherals Provide technical evaluation of user needs, systems, and new technology in order to recommend system and/or procedural changes, and coordinate the purchase of new equipment and/or software.
• Maintain and update documentation such as computer inventory, licensing, etc.
• As an extended member of the I.T. Help Desk team, receive, log and respond to service requests received from user phone calls, e-mail messages, or walk-in appointments.
• Investigate reported incidents and identify resolutions.
• When appropriate, escalate issues to senior technicians within I.T.
• Serve as liaison between end-users and I.T. resources and staff.
• May serve as a liaison between Division of Communications regarding website maintenance, upkeep and standards.
• Recognize and report problems relative to computer systems and operating procedures.
• Assist in the development of newsletter, manuals, training, web pages, and other information.
• Keep up-to-date on Help Desk, I.T., and EMU policies and procedures.
• Maintain up-to-date expertise in the operations and application of University standard computer software and a working knowledge of a wide variety of commonly used hardware and software.
• Coordinate and/or lead project teams.
• Manage business applications and services effectively using available resources, recommending upgrades or application changes as necessary.
• Maintain business applications to ensure minimal downtime and loss of productivity and service.
• Work with vendors, as necessary, to provide resolution to business application problems in a timely manner.
• Coordinate with functional offices and I.T. concerning development and integration of business applications.
• Administer security within divisional business applications to satisfy University requirements for access.
• Develop procedures and documentation for business applications and services to ensure ongoing efficient operations.
• Assist with the development of training programs as requested.
• Prepare and develop department/division reports, as requested.
• Provide guidance to junior staff members and student employees.
• Perform other duties as required.

Minimum Qualifications:

Position requires a Bachelor degree in a computer related field plus three years relevant experience; or the combination of education and experience that enable the performance of all aspects of the position.

Basic technical knowledge including the techniques and procedures required to provide software, hardware and network support for multiple users is required.

Must understand the installation, configuration and troubleshooting process for software, hardware, end-user networking and peripheral equipment.

Must have excellent customer service and interpersonal skills demonstrated both over the phone and face-to-face.

Must be able to effectively communicate technical information to non-technical customers verbally, in writing, and in training presentations to groups or individuals.

Excellent problem solving skills are necessary.

Knowledge and/or applied skills and abilities in systems integration including business applications and databases are necessary.

Knowledge and applied skills and abilities in SQL, report writing and scripting in Windows are necessary.

Knowledge and applied skills and abilities in troubleshooting business applications and services in Windows environments are necessary.

Requires ordinary ambulatory skills sufficient to visit other locations such as the ability to stand, walk, bend, and manipulate (lift, carry, move) light to medium weights of 10-50 pounds.

Requires good hand-eye coordination, arm, hand and finger dexterity, including ability to grasp, and visual acuity to use a keyboard, network cabling, operate equipment and read technical information.

Preferred Qualifications:

Previous project coordinator or leadership experience preferred. 

Ability to make decisions on imperfect information is necessary. 

Knowledge and applied skills and abilities in SQL, report writing and scripting in Unix are preferred. 

Knowledge and applied skills and abilities in troubleshooting business applications and services in UNIX environments are preferred.

Special Instructions:

N/A

Appointment Percentage:

100%