AddressJob Title: Support Analyst III Hours Per Week:
40
Job Summary:
Under minimal direction, provide support to clients for relevant hardware and software.
Function as a support resource and assist other support staff, providing ongoing guidance to the clients and support team.
Troubleshoot, solve complex technical issues and recommend service improvements. related to the designated environment.
Document solutions and work to provide excellent service and initiatives.
Duties/Physical Demands:
Provide support to distributed technology support staff in areas related to desktop, tablet and mobile computing, including assistance with group policy, and use of system management platforms (e.g. SCCM, JAMF Pro); work cooperatively to understand technical needs, develop management solutions, and provide in-depth troubleshooting in a complex networked environment
Working with procurement, assist with site licensed software renewals, and maintain vendor licensing knowledge, maintain licenses on a central licensing server.
Develop scripts to automate processes, extract information and perform routine functions related to desktop support and management.
Troubleshoot level II and III technology issues including software, hardware and networking issues.
Assist with user account authorization, authentication, permission management, and group management. Understand the interaction of authentication and authorization related to applications and services.
Understand security principles as it relates to desktops, tablets, mobile devices. Maintain security awareness related to systems providing services consumed by end users. Assist with remediation of security concerns.
Document solutions and work to provide excellent service and initiatives in the Knowledge Center Support Repository.
Provide and/or share technical knowledge with other support staff in the resolution of problems/requests related to the designated system. Identify major incidents, outages and security incidents when they are happening. Develop and document resolutions or workarounds for incidents that lack documentation resolution.
Participate in cross-functional projects. Identify roadblocks and report them to the team leadership.
Demonstrate excellent oral and written communication skills including the ability to communicate technical information to a variety of audiences including end users and clients.
Learn quickly and independently; seek opportunities to extend and deepen learning and effectively integrates new information and skills to enhance personal performance.
Show initiative to make basic decisions in daily work where risk is low, saving manager time; gather inputs and come to practical/sensible solutions; identify and escalates more significant decision point appropriately.
Accurately restate the opinions and needs of others; demonstrate patience and active listening.
Apply principles and processes of service levels to work; identify/highlight service problems; seek to improve quality of service levels.
Participate in professional development activities.
Perform other related duties as required or assigned.
Minimum Qualifications:
Require Associates degree earned by date of hire and 4+ years of relevant experience.
OR
Require 7 years of relevant experience.
Desired Qualifications:
Demonstrated experience supporting current versions of Windows, Mac and mobile operating systems. Experience troubleshooting complex issues, including identifying problems within the infrastructure (firewall, network, server).
Demonstrated experience using and maintaining SCCM and JAMF Pro or equivalent system management utilities. Serve as lead engineer for system management utilities.
Demonstrated familiarity with Active Directory Group Policy Management, included AGPM. Assist other support staff in the creation of, and troubleshooting of Group Policy.
Demonstrated experience with imaging technologies and software packaging, supporting more than 100 applications.
Ability to analyze causes of client problems, generate solutions and communicate findings to users and managers. Participate on Major Incidents as needed.
Experience managing software licenses, vendor management. Server certificate management.
6-9 years of experience with wired and wireless networks, IP Addresses, and DHCP
Excellent verbal and written communication skills; including communicating technical information in terms understandable to the end user.
Intermediate problem management skills; able to resolve problems throughout the information system lifecycle, including classification, prioritization and initiation of action, documentation of root causes and implementation of remedies.
Diversity Statement:
Miami University is committed to creating an inclusive and effective teaching, learning, research, and working environment for all.
For more information on Miami University’s diversity initiatives, please visit the Office of Institutional Diversity & Inclusion webpage. For more information on Miami University’s mission and core values, please visit the Mission and Core Values webpage.
EO/AA Statement/Clery Act:
Miami University, an Equal Opportunity/Affirmative Action employer, encourages applications from minorities, women, protected veterans and individuals with disabilities. Miami University prohibits harassment, discrimination and retaliation on the basis of age (40 years or older), color, disability, gender identity or expression, genetic information, military status, national origin (ancestry), pregnancy, race, religion, sex/gender, status as a parent or foster parent, sexual orientation, or protected veteran status in its application and admission processes, educational programs and activities, facilities, programs or employment practices. Requests for reasonable accommodations for disabilities related to employment should be directed to ADAFacultyStaff@miamioh.edu or 513-529-3560.
As part of the University’s commitment to maintaining a healthy and safe living, learning, and working environment, we encourage you to read Miami University’s Annual Security & Fire Safety Report at: http://www.MiamiOH.edu/campus-safety/annual-report/index.html, which contains information about campus safety, crime statistics, and our drug and alcohol abuse and prevention program designed to prevent the unlawful possession, use, and distribution of drugs and alcohol on campus and at university events and activities. This report also contains information on programs and policies designed to prevent and address sexual violence, domestic violence, dating violence, and stalking. Each year, email notification of this website is made to all faculty, staff, and enrolled students. Written notification is also provided to prospective students and employees. Hard copies of the Annual Security & Fire Safety Report may be obtained from the Miami University Police Department at (513) 529-2223.
Labor Law Posters for Applicants:
Miami University is committed to providing up-to-date information from the Department of Labor to our applicants for employment. Here, you will find links to the current information regarding the Family and Medical Leave Act (FMLA), Equal Employment Opportunity (EEO), and the Employee Polygraph Protection Act (EPPA).
Benefits Eligible:
Yes
