Lead IT User Support Analyst
Lead IT User Support Analyst
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Job Description
Job Title:
Lead IT User Support Analyst
Kent Campus Kent OH
Salary:
$52232 $57000
Basic Function:
Under broad direction acts as the liaison between supported departments and the Division of Information Services. Provides support to end users for PCs servers peripherals applications hardware and mobile devices. Resolves problems that the firsttier of help desk support is unable to resolve. Reports to designated administrator.
Additional Basic Function if applicable:
Examples of Duties:
Duties/essential functions may include but not be limited to the following:
Configure install monitor and maintain IT users computers and mobile hardware.
Configure install monitor and maintain IT users software.
Provide oversight of installation of operating systems on hardware supporting multiple platforms; maintain computer images and imaging workflows.
Serve as liaison between support area and Information Services functional units to advocate on behalf of support area and attain their functional goals.
Make hardware and software recommendations to stakeholders including developing longterm technology plans.
Communicate with users to help understand and resolve problems including status updates on requests expectation management and pending projects.
Communicate with stakeholders on pending projects and IS initiatives.
Simulate or recreate user problems to resolve operating difficulties; recommend systems modifications to reduce user problems.
Escalate more complex problems to management level or Tier 3 as necessary.
Perform syncing/troubleshooting of mobile operating systems and devices make recommendations to functional unit based on university standards; leverage additional knowledge of mobile device functionality to recommend and support potential business functions.
Prioritize efforts on local support level as emergent issues arise.
Provide enduser training for applications (MS Office Google apps browser support); areaspecific applications university workflows and processes.
Create documentation standards for the support area and other analysts therein including areaspecific applications and configurations.
May supervise staff and/or student employees; assist employees with resolving user problems.
Perform related duties as assigned.
JOB COMPETENCIES:
Work effectively with very limited oversight.
Serve as point of escalation for lower level analysts.
Identify and escalate highly unusual or very complex issues to supervisor or manager.
Exercise routine and nonroutine decision making on behalf of users and groups/departments.
Develop longterm and life cycle technology planning.
Create procedures for supported units.
Work with supervisor on projects.
Additional Examples of Duties if applicable:
Minimum Qualifications:
Bachelors degree and 5 years of relevant professional experience in user support.
OR an Associates degree and 7 years of relevant professional experience in user support.
OR comparable relevant professional experience in user support equivalent to 9 years.
License/Certification:
None.
Knowledge Of:
Skill In:
Ability To:
Preferred Qualifications if applicable:
Assessments:
Asterisk (*) indicates knowledge skills abilities which require assessments
Working Conditions / Physical Requirements:
Working Schedule:
Monday Friday 8 AM 5 PM or otherwise discussed with your supervisor
Additional Information:
Must pass a security check.
We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race color religion sex national origin disability status protected veteran status or any other characteristic protected by law.
For official job descriptions visit State University is a SmokeFree TobaccoFree University effective July 1 2017. Smoking and tobacco use are not permitted on any of Kent States campuses or other locations and properties that are owned operated or leased by Kent State both domestic and international. For additional details visit intent of this description is to illustrate the types of duties and responsibilities that will be required of positions given this title and should not be interpreted to describe all the specific duties and responsibilities that may be required in any particular position. Directly related experience/education beyond the minimum stated may be substituted where appropriate at the discretion of the Appointing Authority. Kent State University reserves the right to revise or change job duties job hours and responsibilities.
Required Experience:
IC
Employment Type
Full-Time
