Computing Support Analyst 2

Seeking a highly skilled Computing Support Analyst 2 (CSA2) to join our dynamic team. As a field technical consultant under general supervision you will play a critical role in delivering technical support to end-users resolving issues related to hardware software and network systems.

Core Responsibilities

Technical Support & Client Experience

• Deliver expert IT support to clients via multiple channels (in-person phone email and chats) ensuring prompt resolution and minimal downtime.
• Troubleshoot and resolve complex technical problems with Windows Mac networks software and hardware.
• Utilize logs and diagnostic tools to troubleshoot and identify root causes of technical issues and capture trends to inform proactive support and improvement initiatives.
• Coordinate the delivery of peripherals and accessories to clients.
• Respond to and manage ticket updates through a service management tool (ServiceNow).
• Perform administrative tasks such as attending meetings and completing specified duties.

Consultative Support & Improvement

• Analyze and report on technical issues and trends providing insights to improve service delivery and client experience.
• Proactively identify opportunities to enhance client experience and create proposed solutions/recommendations to leadership.

Project Support & Rollouts

• Collaborate with stakeholders and vendors on projects testing new technologies and implementing solutions. Projects include but not limited to:
• Network Upgrades: Assist with physical switch installs cable management and testing connectivity during infrastructure refreshes.
• Desk Moves: Handle the logistics of moving hardware setting up workstations and ensuring everything is plugged in and working on day one.
• Testing: Help the team test new software or hardware before we roll it out to the whole organization.

Knowledge Management

• Stay up-to-date with University IT standards applying this knowledge to provide informed support and guidance.
• Contribute to the development and maintenance of a knowledge base (internal wikis) including troubleshooting guides and FAQs so the next person doesnt have to reinvent the wheel.

Requirements:

Technical Expertise

• Proficiency in Windows and Mac operating systems with a strong understanding of network infrastructure and business software applications.
• Experience with mobile device operating systems including iOS and Android.
• Strong research and analytical skills with experience in troubleshooting and resolving complex technical issues.
• Apply a deep understanding of IT architecture and security best practices to provide high-level technical consultation.

Consultative Skills

• Excellent problem-solving communication and customer care skills with the ability to work independently and collaboratively as part of a team.
• Ability to work independently and collaboratively as part of a team

Security Compliance and Tool Proficiency:

• Experience using ServiceNow (help desk ticketing system) and remote tools such as Bomgar.
• Administer and troubleshoot Mobile Device Management (MDM) solutions (Jamf Intune) to ensure device compliance and automated software delivery.
• Support and maintain enterprise security tools including EDR agents (CrowdStrike) and disk encryption health.
• Manage user lifecycle and access within Active Directory and identity providers ensuring secure login via SSO and MFA/Duo.

Education & Experience

• Associates degree with 2 years of relevant experience or a combination of education and relevant experience.

Certifications and Licenses

• Certifications in end-user technology support (e.g. CompTIA A Microsoft MCSA Apple Certified Support Professional or ITIL Foundations) are a plus and demonstrate a commitment to staying current with industry standards and best practices.

Working Environment and Physical Demands

• The job involves regular desk-based computer tasks frequent sitting and occasional physical activity such as lifting carrying and bending.
• Regular: Desk-based work including sitting using a telephone light/fine manipulation and frequent walking across campus to visit clients and provide on-site support.
• Occasionally: lifting carrying pushing or pulling objects weighing 21-40 pounds.
• Rarely: kneeling crawling climbing.