Location: Cleveland,TN, USA
The Support Analyst is under the direct supervision of the Coordinator of Support Services and general supervision of the Director of Information Technology. The Support Analyst is responsible for supporting end user needs including computing hardware and software technical assistance.
ESSENTIAL DUTIES AND RESPONSIBILITIES
* Investigates, analyzes, and resolves complex hardware problems on University computer systems; performs advanced hardware repairs, maintenance, technical assistance, and support on a wide range of PC-based computers and peripherals
* Analyzes and resolves problems on complex computer applications and systems for faculty, staff, and students
* Provides advanced technical assistance, support, and troubleshooting in the resolution of system communications failures and conflicts
* Performs problem resolution and provides on-call support for computer/network systems
* Researches, analyzes, and recommends appropriate computer hardware for customized computer configurations
* Performs routine, day-to-day hardware and software maintenance as assigned, and assists in proper upkeep and utilization of systems
* Trains and supervises student employees, as appropriate.
* Maintains a broad knowledge of state-of-the-art computer technology, equipment, and systems; participates in professional development activities as appropriate
* Follow standard Help Desk operating procedures
* Track and route problems and requests and document resolutions
* Identify and escalate situations requiring urgent attention
* Perform miscellaneous job-related duties as assigned
* Provide support during off hours in the event of system outages and participate in an on-call rotation
QUALIFICATONS
The Support Analyst must have a working knowledge of common Operating Systems such as Microsoft Windows and Mac OS, computing hardware, network and desktop printers, mobile devices and other peripheral computing devices. Providing excellent customer service and the ability to work with people in a high stress environment is critical to being successful in this position. Candidates with CompTIA A+ certifications are preferred.
EDUCATION and/or EXPERIENCE
A Bachelor's Degree or equivalent work experience in Information Systems is preferred; an Associate's Degree is required.
PHYSICAL REQUIREMENTS
* 25% of the time will consist of answering telephone calls, transferring calls, sitting, stooping, reaching, typing, and bending.
* 15 % of the time will consist of facilitating meetings with vendors, creating reports, making spreadsheets and documentation if there are any changes throughout campus.
* 60% of the time consists of moving materials and equipment through campus, including crawling under desks, moving, or pulling cords and network cable.
* The job includes walking, standing, stooping, sitting, and bending at times throughout an average day - up to 95% of any given day.
* Some lifting is required, physical agility is necessary for the accomplishment of this job.
WORK ENVIRONMENT
Work environment includes computer and hardware equipment related noises, as well as paper and equipment generated dust. Maintaining a clean work environment is required. The temperature is maintained by a closed and regulated HVAC system.
Interested candidates can submit their resume to Nate Tucker, Director of Information Technology, at ...@leeuniversity.edu.