Systems Support Analyst

Job Profile:
IT Support Specialist 2

Job Family:
IT Support Services

Time Type:
Full time

Apply before 11:59 PM Arizona time the day before the posted End Date.

Minimum Qualifications:
Bachelor's degree and three (3) years of experience appropriate to the area of assignment/field; OR, Any equivalent combination of experience and/or training from which comparable knowledge, skills and abilities have been achieved.

Job Profile Summary:
Provides routine and non-routine IT services to end users in order to support the mission of the institution through technology. Deploys enterprise managed tools that manage devices, deploys software and security updates of devices and applications across an enterprise, and updates documented processes.

Job Description:

The Thunderbird School of Global Management (TSGM), Information Technology Department is currently seeking a Systems Support Analyst to provide a variety of technology support to our faculty, staff, Alumni, and students. The Systems Support Analyst position performs a variety of activities necessary to provide desktop and software application support to end users to ensure proper and effective operations. This position is responsible for providing in-person and remote customer service to employees, collaborate on a variety of technical and nontechnical projects, and coordinate with other ASU departments to ensure effective delivery of software and services.

This is an in-office position, travel maybe required between campuses as needed.

Position Salary Range: $61,400 - $67,000; to commensurate with education and experience

Essential Duties:

- Receives, responds to and monitors status of work-order requests for technical assistance; updates ticket system to reflect activities performed and status of request to ensure timely completion of work order in accordance with established policy
- Applies standard computer images with authorized software to computers to ensure consistent configurations using OS deployment tools such as SCCM, Group Policy Management, Intune, JAMF
- Installs and/or replaces hardware and associated devices including, but not limited to: Hard-drives and removable disk drives; refers warranty hardware problems to vendor for resolution
- Troubleshoots hardware and software problems by performing a variety of diagnostic procedures to identify appropriate corrective measures
- Manages the deployment, relocation, and return of computers and associated peripheral equipment
- Maintains accurate inventory of all computers and peripheral equipment, and initiates requests for replacements to ensure availability in accordance with established policy and standards
- Maintains accurate tracking of technology equipment identified for surplus, facilitates requests for pick-up of equipment
- Refreshes computers for inventory or prepares for surplus using approved tools and following standard operating procedures
- Performs a variety of acceptance testing procedures of newly acquired hardware to ensure proper operations; tests all upgrades and/or patches to software prior to rollout; prepares report of findings
- Provides application assistance to end user as requested; replicates errors, resets computers and printers
- Connects individual and networked devices to computers; performs initial connectivity test to ensure proper connectivity
- Traces and trouble-shoots network connectivity problems; notifies appropriate responsible unit(s) based on findings
- Supports and troubleshoots classrooms, conference rooms, breakout rooms and study rooms equipment’s
- Technology support for internal events
- Provides consultation on both hardware and software purchases
- Creates, updates, and maintains technical documentation for use within the group as well as outside entities
- May be required to manage student workers including hiring, training, and monitoring daily work Desired Qualifications
- Knowledge of Active Directory group; NTFS File Permissions; Experience with TCP/IP, Ethernet, wireless
- Knowledge and management of group policies
- Client Management software administration (e.g. SCCM, Intune, JAMF, ServiceNow)
- Experience troubleshooting computer hardware and software issues (cross platform), and data recovery methods
- Experience utilizing support ticket tracking systems (e.g. ServiceNow, Salesforce)
- Experience working with a variety of operations systems (e.g. Windows, Mac, iOS, Android)
- Experience working with Microsoft Office 365 tools (Office Suite, Visio, Project) and Google Workspace tools (Docs, Sheets, Forms, etc.)

- Experience working with videoconferencing tools (Zoom, Zoom Rooms, Microsoft Teams, etc.)

Desired Qualifications:

- Ability to manage staff of student employees and supervise completion of tasks, assignments, and tickets.
- Demonstrated experience with CRM systems such as ServiceNow or Salesforce for ticket management.
- Demonstrated experience with SLA management and KPI development.
- Ability to effectively communicate with clients and provide in-person and phone support, if required.
- Managing escalations and ensuring any issues are resolved in a timely manner.
- Demonstrated Experience supporting Windows Endpoints, Linux, and Mac OS devices.
- Demonstrated Experience with Active Directory Administration, Group Policy Management, Jamf, SCCM and Intune.
- Demonstrated experience gathering requirements for projects and ability to supervise others in same endeavor.
- Demonstrated experience with IT security best practices.
- Working knowledge of classroom technology and event management.
- Demonstrated experience in project management standards and agile practices.

Working Environment:

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.

Department Statement:

The Thunderbird School of Global Management at Arizona State University is one of the finest global leadership and global management schools in the world with both graduate and undergraduate students. Solutions for the planet mean developing problem‐solvers from around the globe. From our world‐renowned faculty representing six continents to hundreds of outstanding students who join us every year from around the world, the Thunderbird School of Global Management welcomes and encourages quality and great value. It is one of the top global leadership and global management schools in the country, highly ranked for academics, practical research, and student outcomes.

Driving Requirement:
Driving is not required for this position.

Location:
Off-Campus: Phoenix

Funding:
No Federal Funding

Instructions to Apply:

Current employees, student workers seeking staff opportunities, and students applying for student worker positions must apply directly through the Workday Jobs Hub .

To be considered, your application must include all of the following attachments:

- Cover letter
- Resume or CV

Multiple documents may be uploaded in the attachments section. Alternatively, applicants may combine all required materials into a single PDF for submission. Please ensure uploaded documents are clearly labeled and include your name.

Please ensure your resume includes all employment information in month and year format, for example 6/04 to 8/14, along with job title, job duties, and employer name for each position. Your resume should clearly demonstrate how your experience and background meet the minimum and desired qualifications for this position. Incomplete applications or missing required materials may not be considered.

Important: Do not withdraw your application to make edits. Once an application is withdrawn, it cannot be edited, reactivated, or replaced with a new submission. If you have questions or need assistance, please contact The Office of Human Resources Talent Acquisition before the posting close date.

Graduate Assistant, Intern and part-time positions are counted as half time for experience equivalency, meaning one year equals six months of experience.

Only electronic applications will be accepted for this position. By submitting an application, you confirm that the information provided is accurate and complete.

ASU Statement:

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 inclusive excellence, 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

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, protected veteran status, or any other basis protected by law.

Notice of Availability of the ASU Annual Security and Fire Safety Report:

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.

Relocation Assistance – For information about schools, housing child resources, neighborhoods, hospitals, community events, and taxes, visit https://cfo.asu.edu/az-resources .

ASU’s comprehensive benefits package is a key part of your total compensation. Visit the ASU   Compensation Estimator

Employment Verification Statement:

ASU conducts pre-employment screening which may include verification of work history, academic credentials, licenses, and certifications.

Background Check Statement:

ASU conducts pre-employment screening for all positions which includes a criminal background check, verification of work history, academic credentials, licenses, and certifications. Employment is contingent upon successful passing of the background check.

Fingerprint Check Statement:
This position is considered safety/security sensitive and will include a fingerprint check. Employment is contingent upon successful passing of the fingerprint check.