Job Description:

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Job Title:IT Service Support Analyst 2Department:Engineering | Engineering Technology Services

Client Services team members provide tier 1 and 2 IT computing support
for faculty, staff, students, researchers and computing labs for the College of Engineering (CoE); leads in providing immediate assistance and problem resolution while meeting SLAs and service goals; researches technical problems to independently identify, isolate and resolve issues with computing systems, printers, peripherals, operating systems and deployments; performs testing and installation of solutions; partners with tier 2 and 3 technicians to resolve complex issues requiring escalation; deploys images and software applications; creates accounts and helps to identify equipment needs; provides training and computing device orientation to customers and writes documentation; manages and monitors computer assets to maintain departmental inventory; assists in audit and inventory compilation; ensures all University and College policies are followed; manages and meets all compliance and reporting requirements of the University, College, departments and/or centers, as needed; adheres to Information Technology Infrastructure Library (ITIL) best practice framework in an effort to ensure the availability, security and performance of infrastructure systems and fulfillment of customer Service Level Agreements (SLAs).

Additional Information:Required Qualifications:


Minimum education:

Bachelor's degree, or vocational or technical school degree or equivalent combination of education and experience.

Required Experience:

2 years experience in supporting Microsoft Windows clients, Apple clients, peripherals, and their connectivity in a networked environment; experience with patch management and deploying and testing desktop software images using automated tools; experiential knowledge of enterprise services such as Active Directory, Group Policy, DHCP and DNS; proven record of exceptional customer service in a technical environment; excellent verbal and written communication skills; experienced with Microsoft productivity suite; familiar with help desk processes; ability to provide technical guidance to less experienced staff. Basic knowledge of SCCM including collections, software package deployment, and reporting.

Desired Qualifications:

Ability to lift 25 pounds, climb stairs, and have good dexterity strongly
desired; experience with formal help desk ticketing system; industry certification in one or more of the following: ITIL v3 Foundations, CompTIA Network+, Apple ACMT, Microsoft MCSA or MCSE or MCP. Familiarity with installing specialized software (e.g., MATLAB, Labview, Solidworks) including an understanding of software licensing is a plus.

The target hiring range for this job profile is $25.87/hr to $34.47/hr. The actual salary paid to an individual will vary based on multiple factors, including but not limit to, education, years of experience, internal equity, etc.

Location:Smith Laboratory (0065)Position Type:RegularScheduled Hours:40
Shift:First Shift

Final candidates are subject to successful completion of a background check. A drug screen or physical may be required during the post offer process.

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