User Support Analyst
User Support Analyst
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Job Description
SUPERVISION RECEIVED: Assistant Chief Information Officer for Client Success
SUPERVISION EXERCISED: Student Technicians
POSITION SUMMARY: User Support Analyst has advanced knowledge of current Apple and Windows Operating Systems to maintain and support technology across campus. Manage installations deployments and configurations of hardware and software to support end users across campus locations. Provides helpful presence at the Help Desk in assisting Moravian faculty students and staff with daytoday technology issues and problems (Inperson/remote support).
ESSENTIAL FUNCTIONS AND RESPONSIBILITIES:
- Deliver customercentric inperson and remote assistance for diverse Moravian systems and software addressing Level 1 and Level 2 issues promptly and effectively.
- Efficiently handle service requests by assessing severity verifying troubleshooting resolving or escalating documenting communicating and ensuring timely resolution.
- Utilize helpdesk ticketing system for thorough tracking and documentation of work.
- Support Moravianissued devices including desktops laptops tablets and printers operating on iOS/iPadOS MacOS Windows 10/11.
- Maintain precise inventory management.
- Develop and maintain comprehensive internal and external support documentation.
- Conduct fundamental training sessions on the utilization of equipment standard software and peripherals.
- Perform imaging installation troubleshooting diagnosis upgrades and repairs for both Apple and PC hardware and software.
- Assist the Mac Admin with hardware and softwarerelated tasks.
- Offer firstlevel support for troubleshooting and maintaining Jenzabar EX administrative software AMOS/JICS networking telephones and classroom technology.
- Provide troubleshooting and support for other assigned enterprise systems.
- Liaise with vendors for hardware warranty repairs.
- Oversee the IT loaner system for hardware and peripherals.
- Manage and mentor student technicians.
- Collaborate effectively with other IT teams (network services AV engineering applications development Events Technology) to accurately identify and address issues and restore services.
- Stay up to date with IT advancements through reading webinars and other learning resources.
- Perform special projects and all other jobrelated duties as assigned.
- May be required to work some evenings and weekends.
- May be required to operate a company vehicle and travel periodically to satellite campus locations.
- Level II Essential Personnel
QUALIFICATIONS:
- BA Degree and/or 3 years of work experience in a technical role.
- Advanced customer service skills to provide exemplary customer support to the University community.
- Advanced competency of Apple/Windows OS etc.
- Ability to manage and implement hardware and software deployments.
- Ability to administer and maintain University systems.
- Proficient in using a variety of platforms and IT software including but not limited to ITSM (TDX) MacOS Windows 10/11 Microsoft 365 Kace Imaging and Deployment JAMF MDM Imaging and Deployment Active Directory Campus Wireless Google Apps for Education and Campus Endpoint Protection.
- Working knowledge of help desk ticketing system and remote assistance tools.
- Knowledge of data networking environments and ability to learn new technologies and skills.
- Exceptional communication skills both written and verbal.
- Operate with high levels of professionalism in supporting end users as well as department teammates.
- Ability to manage time effectively and troubleshoot problems to resolution while functioning effectively within a team environment.
TO APPLY: Qualified candidates should attach their cover letter and resume to the online application by clicking Apply Now. Please attach documents as a PDF file.
Moravian Universitys mission is to prepare individuals for reflective lives and leadership in a world of change. In support of this mission we are dedicated to fostering an educational and professional environment that is enriched by individuals of varied backgrounds experiences and perspectives.
As part of Moravian Universitys institutional values all employees contribute to upholding our Community Standards and Expectations which emphasize respectful engagement accountability inclusion and lifelong learning.
Moravian University is an equal opportunity employer and does not tolerate discrimination harassment or retaliation against any applicant for employment or admission on the basis of a characteristic protected by federal state or local laws. Please see Moravian Universitys Equal Opportunity and Title IX nondiscrimination statement for additional information.
Please visit moravian/benefits to review benefits offered at Moravian University*
WORK ENVIRONMENT: The work environment characteristics described here are representative of those encountered while performing the essential functions of this job.
The individual is routinely exposed to indoor conditions and outdoor weather and temperature extremes and moderate noise level.
We welcome applicants of all abilities and are dedicated to fostering an inclusive work environment. If you need any accommodations during the hiring process or in your role we encourage you to reach out to Human Resources at or 610.861.1527. View the standard physical demands for positions at Moravian University.
The specific statements shown in each section of this description are not intended to be allinclusive. They represent typical elements and criteria necessary to successfully perform the job.
Required Experience:
IC
Employment Type
Full Time
