It Support Analyst Jobs

Chancellor's Office Statement

Join our team at the California State University, Office of the Chancellor, and make a difference in providing access to higher education. We are currently seeking experienced candidates for the position of IT Support Analyst. The CSU Chancellor's Office, located on the waterfront adjacent to the Aquarium of the Pacific in downtown Long Beach, is the headquarters for the nation's largest and most diverse system of higher education. The CSU Chancellor's Office offers a premium benefit package that includes outstanding vacation, health, and dental plans; a fee waiver education program; membership in the California Public Employees Retirement System (PERS); and 14 paid holidays a year.

Salary

The salary range for this classification is $4,678 to $11,547 per month.

The anticipated salary range is up to $5,204 per month, commensurate with qualifications and experience.

Classification

Information Technology Consultant - Career

Position Information

The California State University, Office of the Chancellor, is seeking an IT Support Analyst to serve serves as the primary point of contact for technical services at the Chancellor's Office and the CSU system-wide Common Management Systems (CMS)/Information Systems user community. The support analyst handles service requests, contacts technical support, analyzes the impact, troubleshoots, and communicates with clients in a 24 / 7 service work environment. This position monitors and responds to various database, network, server, communication system alerts, and maintenance window tasks. In addition, this position will provide coverage for on-call support as required.

Responsibilities

Under the general direction of the Director, IT Support Center Services, the IT Support Analyst will assume responsibility for:

The Support Analyst's primary responsibility is to support service requests by analyzing severity, validating, troubleshooting, resolving, or routing, documenting, communicating, and following through to ensure resolution.

• Receive incoming requests for service and inquiries via telephone, email, chat, and /or in-person requests.

• Establish a ticket in the appropriate ticketing system (e.g., ServiceNow, Remedy, and Altiris).

• Analyze severity and establish priority based on predefined severity criteria.

• Evaluate user impact, resolve, attempt resolution, and escalate.

• Utilize ITSupport Center tools to resolve requests for service (e.g., knowledge management tools, written documentation, procedures, technical manuals, etc.).

• Troubleshooting first-level desktop service and selecting back-office operations.

• Provide Infrastructure support in account services such as but not limited to handling active directory accounts, software licensing, and listserv updates.

• Route the call to the appropriate technical resource(s) and/or coordinate communications between resources.

• Maintain, monitor, and follow through on turnover activity ensuring currency and accuracy.

• Provide feedback and status to end users by drafting and routing communications and announcements (e.g., bulletins, emails, etc.).

• Close tickets ensuring that all information-gathering fields are populated, and that resolution has been confirmed with the end user.

• Provide coverage for on-call support as required in accordance with ITS Support Center policies.

This position is responsible for managing the request for service resolution and ensuring compliance with established criteria.

• Ensure that all tickets are documented accurately, within guidelines, and on a timely basis.

• Confirm that tickets are in compliance with Service Level Agreements (SLAs) and other established criteria (e.g., the Severity Matrix).

• Document root cause analysis and evaluate final disposition.

• Escalate and/or notify assignee and management when requests for service are out of compliance.

• Coordinate communication among resources in order to achieve resolution.

The Support Analyst is responsible for generating reports related to service level quality, problem resolution, and compliance for a variety of audiences.

• Create automated reports to track service requests and ticket completion.

• Create reports for internal management in order to evaluate vendor performance, determine frequency and type of problems, or determine root cause.

The Support Analyst will provide first-level user support for Access and Desktop services.

Level 1 troubleshooting of user issues for first attempt resolution or reassignment to Access Services (Tier2) to resolve.

• Assist in computer software system reimage, application reinstall or pushes, and formatting.

• Customer service with computer assistance via telephone, remote control, or on-location.

• Support wireless device handling and processing.

• Provide client support and guidance.

The Support Analyst will provide first-level user support for CMS and Infrastructure services.

• Assist in user account support services, including:

• Active Directory accounts, including SharePoint, Long / short-term, and wireless

• CSU system accounts: Teale, CO, and CMS campus-wide accounts

• Employee account creation and employee separation processes and overview.

• Password reset, first-level trouble shooting, and email access issues.

• Email distribution list and "listserv" trouble shooting, and migration.

• Server and process validation during maintenance windows.

The Support Analyst will provide end user support for a variety of audio-visual and other multimedia technologies.

• Assist in equipment and room planning, scheduling, setup, configuring, testing, monitoring, troubleshooting, and operating a variety of media presentation and delivery systems, including projectors, DVDs, CDs, laptops, microphones, speaker systems, Smartboards, web/video conferencing, internet-based communication, and other equipment.

• Coordinate and schedule video conferencing and web conferencing and associated account creation paperwork.

• Coordinate computer and equipment planning, setup, and installation instructions in order to ensure working compatibility at meeting rooms, hotels, and other offsite locations.

• Provide assistance for the Board of Trustees and other meetings at the CO and offsite locations, including lighting, recording, transcription, equipment setup and operation, and other support as required.

This position will monitor, escalate, and route Change Requests to the appropriate party for approval to ensure timely and successful completion and will document Change Request activity.

The Support Analyst will monitor, evaluate, and initiate action to resolve issues for databases, network communications, and other systems at the Chancellor's Office facilities.

The Support Analyst is responsible for providing documentation support and will draft, edit, update, and review policies and procedures, ITS Support Center manuals, ITS communications (bulletins, email, etc.), and contact information.

In addition, the incumbent is responsible for keeping current in the industry, including technology changes, trends, and best practices. The incumbent is also responsible for addressing any concerns regarding technical operations with the appropriate supervisor.

The supervisor will assign a primary shift, but the Support Analyst may be asked, with appropriate notice, to change shifts based on operational needs. In addition, this position will provide coverage for on-call support as required in accordance with ITS Support Center policies.

The Support Analyst is also responsible for any other duties as assigned.

Qualifications

This position requires:

• This position requires a Bachelor's degree in computer information systems or a computer-related degree, or an equivalent combination of education and related experience.

• Four years of experience in the computer-related area required.

• Two years of experience in Technical Customer Service or Help Desk required.

• Flexibility and adaptability in regard to working different shifts are required.

Communication & People Skills

• Solid written communication skills are necessary to provide accurate technical documentation.

• Supports an environment that motivates others and builds morale.

• Works effectively and cooperatively with other team members to achieve goals and develop/maintain working relationships.

• Ability to communicate effectively with various users.

• Uses effective communication and listening skills in order to work with others and problem-solve.

• Uses courteous phone manners with a focus on providing excellent customer service.

• Ability to quickly gather information from and disseminate information to the appropriate parties.

Analytical Skills

• Ability to assist in troubleshooting, including quickly identifying problems and acting appropriately.

• Develops practical and thorough solutions to address all aspects of identified problems.

• Identifies problems and uses appropriate sources to research technical problems.

• Ability to independently apply technical judgment to standard applications and systems.

Project Management Skills

• Ability to track and document information between multiple parties.

• Experience in coordinating resource requirements.

• Attention to detail and solid organizational skills are necessary.

• Ability to schedule and prioritize to meet deadlines.

• Ability to work independently with little supervision.

Technical Skills

• Two years experience using Service Center (i.e., Help Desk) problem tracking software required; ServiceNow preferred.

• Proficiency in Microsoft Office Productivity Suite (Word, Excel, PowerPoint, and Outlook) required.

• Broad range of experience required in PC software, hardware, and networking is required, including an understanding of LAN/WAN technologies.

• Unix and Oracle experience desirable.

• Macintosh experience is preferred.

• Experience supporting PeopleSoft/Oracle applications preferred.

• Knowledge of common software application packages, equipment platforms, reference database systems and sources, and training methodologies is required.

• Ability to use software-monitoring tools to remotely troubleshoot connectivity and system performance issues is desired (e.g., Bomgar, remote desktop, I3 , etc.).

List machines, tools, equipment, and motor vehicles used in the performance of duties.

• Regular use of a personal vehicle for inter-site transportation.

• Office technology equipment (PC, telephone, etc.).

• Audio-visual presentation equipment (projectors), web/multimedia conferencing, and other communication technology.

Preferred Qualifications

• Experience in multi-site 7/24/365 environment preferred.

Application Period

Priority consideration will be given to candidates who apply by April 24, 2023. Applications will be accepted until the job posting is removed.

How To Apply

Equal Employment Opportunity

The university is an Equal Opportunity Employer and does not discriminate against persons on the basis of race, religion, color, ancestry, age, disability, genetic information, gender, gender identity, gender expression, marital status, medical condition, National origin, sex, sexual orientation, covered veteran status, or any other protected status. Reasonable accommodations will be provided for qualified applicants with disabilities who self-disclose by contacting the Senior Human Resources Manager at (562) 951-4070.

Title IX

Please view the Notice of Non-Discrimination on the Basis of Gender or Sex and Contact Information for Title IX Coordinator at:

E-Verify

This position requires new hire employment verification to be processed through the E-Verify program administered by the Department of Homeland Security, U.S. Citizenship and Immigration Services (DHSUSCIS)' in partnership with the Social Security Administration (SSA).

If hired, you will be required to furnish proof that you are legally authorized to work in the United States.

COVID19 Vaccination Policy

In addition, per the CSU COVID-19 Vaccination Policy, it is strongly recommended that all Chancellor’s Office employees who are accessing office and campus facilities follow COVID-19 vaccine recommendations adopted by the U.S. Centers for Disease Control and Prevention (CDC) and the California Department of Public Health (CDPH) applicable to their age, medical condition, and other relevant indications.

Background

The Chancellor's Office policy requires that the selected candidate successfully complete a full background check (including a criminal records check) prior to assuming this position.