Systems Support Analyst Sr (It)

ET Desktop Services is seeking a Systems Support Analyst Sr. for the Tempe Campus. As part of ET, this position provides endpoint support to students, faculty and staff by utilizing their hardware, software and broad IT troubleshooting expertise. In addition, the role provides department level consultations and helps generate proactive solutions for a variety of information technology needs. This position maintains day-to-day operations and ensures fulfillment of our service requirements as defined by our service partnership agreements.
As with everyone in the Enterprise Technology team, our intentional focus on diversity, equity, inclusion and belonging as well as culture and communications are core responsibilities in this role. With an increased emphasis on authenticity, compassion, and inclusivity, this position strives to embody and advance our Enterprise Technology Positive Core.

• Collaborates routinely with other teams, vendors, and organizations to identify, plan, and implement solutions to a variety of small to large scale IT needs
• Deploys software remotely via JAMF and SCCM in accordance with ET standards and licensing
• Resolves, escalates, and prioritizes IT support requests from students, staff, and faculty via chat, phone, email, tickets, etc.
• Leads process improvements for all deskside teams
• Supports multi-platform computer systems, peripherals, and mobile devices in accordance with department policy
• Takes responsibility for fostering culture, advancing our values, and championing engagement in all its forms - collaborating across our teams as well as participating in ET/ASU events and programs
• Maintains day-to-day operations by providing on-site support and administrative functions
• Troubleshoots hardware and software issues by performing a variety of diagnostic procedures to identify and implement appropriate corrective measures
• Creates, updates, and maintains technical documentation and provides feedback for process improvement
• Develops and applies standard computer images with authorized software to computers to ensure a standard user experience
• Provides consultation on both hardware and software purchases
• Consults with requestors and vendors on A/V support events and provides day of support as needed
• Updates ticket system to reflect activities performed and status of requests to ensure timely completion of work orders by team in accordance with established policy
• Triages and resolves technology-based issues in classrooms and conference rooms with rapid response time to facilitate learning
• Serves as technical, process, and policy expert providing guidance to staff, customer units, and the broader ASU community
• Provides software application assistance to end users as requested; replicates errors, configures settings of computers, printers, etc.
• Refers warranty hardware problems to vendor for resolution via phone, online, or in person
• Demonstrates commitment to valuing diversity and contributing to an inclusive working and learning environment. Advances our ET Affirmative Pledge
• Installs and/or replaces hardware and associated devices including, but not limited to: network cards, RAM and internal/external storage drives
• Traces and troubleshoots network connectivity problems; escalating to appropriate support departments as warranted
• Adheres to best practices
• Prioritizes team focus and adapts to a dynamic environment allocating resources and expertise where needed
• Maintains inventory of all laptops, desktop and peripheral equipment and accessories; initiates requests for replacements to ensure availability in accordance with established policy and standards

• Experience providing IT support via chat, phone, ticket, and in person support channels
• Ability to communicate effectively with both technical and nontechnical customers - written and verbal
• Ability to stimulate changes in individual, institutional, and corporate behaviors to create a more sustainable environment
• Experience supporting a variety of email clients (i.e., Outlook, O365, Gmail and mobile device clients) for use with Exchange & Gmail and file storage solutions such as dropbox, one-drive, google drive.
• Experience supporting standardized lab and technology spaces
• Experience routing support requests and monitoring team ticket metrics to ensure SPA obligations are met
• Ability to self-manage and set department priorities to meet and exceed expectations of our service partnership agreements
• Experience troubleshooting computer hardware, software, peripherals, printers, and other common office technologies
• Ability to help foster a safe psychological space for all teammates where everyone can thrive
• Experience supporting customers and computers in an enterprise networked environment using Active Directory, Group Policies, TCP/IP, Ethernet and wireless
• Ability to model empathy, compassion and emotional intelligence
• Ability to identify support improvement opportunities and to implement technology based solutions that improve user effectiveness and prevent future issues
• Experience supporting Windows and Mac operating systems
• Experience supporting end users and A/V equipment for audio and video conferencing
• Demonstrated knowledge of SCCM, JAMF, ServiceNow and other relevant enterprise support technologies
• Experience performing standard administrative functions including time management, performance coaching, and staff hiring
• Experience collaborating with customers and other support teams/vendors to develop and implement proactive solutions
• Experience providing technical customer service to a diverse customer base, preferably in an educational setting or similar environment
• Experience hiring in a values-led organization, emphasizing diversity, equity, inclusion and belonging
• Demonstrated understanding of effective troubleshooting process and ability to implement creative solutions remotely and in person
• Experience supervising a small team of IT technicians providing troubleshooting support for hardware and software IT issues
• Ability to lead by example in communicating, participating and encouraging support of the institution’s sustainability programs

Activities are performed in an environmentally controlled office setting subject to extended periods of sitting, standing and walking; frequent physical demands may include stooping, bending, crawling under/around objects, reaching, lifting and pushing objects of varying weights up to 50 pounds; regularly required to work in cramped and enclosed areas and exposure to variations in temperature when deploying equipment. Regular review of completed tasks. Occupy office locations in remote locations when need arises. Office locations can be at Downtown, Mayo, Tempe, Polytechnic, West and Tucson.

Arizona State University is a new model for American higher education, an unprecedented combination of academic excellence, entrepreneurial energy and broad access. This New American University is a single, unified institution comprising four differentiated campuses positively impacting the economic, social, cultural and environmental health of the communities it serves. Its research is inspired by real world application blurring the boundaries that traditionally separate academic disciplines. ASU serves more than 100,000 students in metropolitan Phoenix, Arizona, the nation's fifth largest city. ASU champions intellectual and cultural diversity, and welcomes students from all fifty states and more than one hundred nations across the globe.
ASU is a tobacco-free university. For details visit https://wellness.asu.edu/explore-wellness/body/alcohol-and-drugs/tobacco
Arizona State University is a VEVRAA Federal Contractor and an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status, or any other basis protected by law.
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In compliance with federal law, ASU prepares an annual report on campus security and fire safety programs and resources. ASU’s Annual Security and Fire Safety Report is available online at https://www.asu.edu/police/PDFs/ASU-Clery-Report.pdf. You may request a hard copy of the report by contacting the ASU Police Department at 480-965-3456.
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Application deadline is 3:00PM Arizona time on the date indicated.
Please include all employment information in month/year format (e.g., 6/88 to 8/94), job title, job duties and name of employer for each position.
Resume should clearly illustrate how prior knowledge and experience meets the Minimum and Desired qualifications of this position.
ASU does not pay for travel expenses associated with interviews, unless otherwise indicated.
Only electronic applications are accepted for this position.
IMPORTANT NOTE: What is the meaning of “equivalent combination” in the minimum qualifications? It means one year of higher education or 24 credit hours, is equal to one year of experience. For example, a four year Bachelor’s degree is equal to four years of experience.