Technology Support Analyst

Technology Support Analyst
University of Puget Sound
Job ID: 5814
Location: Technology Services
Full/Part Time: Full-Time
Regular/Temporary: Regular

Staff Posting Details
Appointment: Regular, full-time (1.0 FTE)

Position Summary: This position provides consultation and support for campus-wide systems and local systems such as personal computers, with a strong commitment to professionalism, efficiency and client satisfaction. This position has two major areas of responsibility: 1) enterprise level system software consultation and support, and 2) local software and hardware system consultation and support.

Essential Job Functions and Responsibilities:

• Provide tier 1 and tier 2 support by way of phone, email, online or in person visits when needed.
• Provide technical support for enterprise systems (e.g., ERP, virtualized applications, Windows domain, centralized identity management, intranet site) and the sharing information with/or escalating issues to other groups within Technology Services as appropriate.
• Provide support for software, hardware, and operating system issues, including researching, testing and communicating potential solutions for clients.
• Perform configuration, installation, repair, and upgrades of client workstations and related peripherals.
• Create technical documentation for both technical and non-technical audiences.
• Assist the Client Support Services Manager in the day-to-day affairs of the Service Desk, including assigning work to student workers as appropriate and acting as an escalation point/mentor in the training of student staff.
• Provide input and feedback in order to improve service via documentation, triage, and routing of tickets within a ticketing system, and via direct communication with internal TS team members and TS leadership.
• Collaborate with the Client Support team, other Technology Services staff and members of the campus community to provide new solutions, efficiencies and service offerings.
• Predictable and regular attendance is an essential job function for this position.
• Perform other duties as needed.

Minimum Requirements and Qualifications:

• Associate's degree, and at least two years of technology support experience desired, or combined equivalent of education and experience. Bachelor's degree is strongly preferred.
• Thorough knowledge and experience in at least three of the following support areas, including: Macintosh and Windows computers and operating systems; application software, including Microsoft Office Suite; computer peripherals, including printers, external drives and human interface devices; enterprise level administration tools such as JAMF and Active Directory; computer networks, including wireless connectivity and VPN; virus protection and malware removal software applications; attention to detail in work performed, recordkeeping, documentation and communication.
• Experience with a ticketing system for request assignment, tracking, escalation and reporting preferred.
• Excellent verbal and written communication skills, including the ability to explain complex technical issues to individuals with varying levels of technology expertise and the ability to write in a professional business style, as necessary.
• Excellent customer service orientation and ability to work as a flexible, collaborative, and supportive team member in a fast-paced service environment serving customers with varying degrees of technical knowledge and comfort.
• Passion for constant improvement; technical curiosity, and a sense of humor, including the ability to learn independently.
• Must be able to lift and manage common technology items such as laptops, desktops, technology parts, boxes, negotiate stairs while hauling equipment, work from heights and in cramped equipment/cable areas, tolerate long periods of standing, walking, kneeling or stooping, and work with hand tools to repair/replace small components.
• Ability to respectfully work, communicate and provide leadership within a diverse campus community.

Compensation and Benefits: Decisions about starting salaries are made based on the extent and relatedness of the candidate's education and experience and on internal equity and market considerations.

Puget Sound offers a generous benefits package. For more information, visit: http://www.pugetsound.edu/about/offices-services/human-resources/overview-of-university-benefit/.

Application Deadline: Review of applications will begin immediately. Search and selection procedures will be closed when a sufficient number of qualified candidates have been identified.

Required Documents:

Resume Letter of Interest

Applications submitted without the required attachments will not be considered.

All offers of employment are contingent on successful completion of a background inquiry and if applicable for the position, drug screen, physical test and functional assessment.

Diversity Statement:

We acknowledge the richness of commonalities and differences we share as a university community; the intrinsic worth of all who work and study here; that education is enhanced by investigation of and reflection upon multiple perspectives. We aspire to create respect for and appreciation of all persons as a key characteristic of our campus community; to increase the diversity of all parts of our University community through commitment to diversity in our recruitment and retention efforts; to foster a spirit of openness to active engagement among all members of our campus community. We act to achieve an environment that welcomes and supports diversity; to ensure full educational opportunity for all who teach and learn here; to prepare effectively citizen-leaders for a pluralistic world.

Puget Sound is committed to an environment that welcomes and supports diversity. We seek diversity of identity, thought, perspective, and background in our students, faculty, and staff. To learn more please visit: http://www.pugetsound.edu/about/diversity-at-puget-sound/

The University of Puget Sound is an equal opportunity employer.


How to Apply
For complete job description and application instructions, visit: www.pugetsound.edu/employment

About Puget Sound
Puget Sound is a selective national liberal arts college in Tacoma, Washington, drawing 2,600 students from 48 states and 20 countries. Puget Sound graduates include Rhodes and Fulbright scholars, notables in the arts and culture, entrepreneurs and elected officials, and leaders in business and finance locally and throughout the world. A low student-faculty ratio provides Puget Sound students with personal attention from faculty who have a strong commitment to teaching and offer 1,200 courses each year in more than 40 traditional and interdisciplinary fields, including graduate programs in occupational and physical therapy and in education. Puget Sound is the only nationally ranked independent undergraduate liberal arts college in Western Washington, and one of just five independent colleges in the Pacific Northwest granted a charter by Phi Beta Kappa, the nation’s most prestigious academic honorary society. Visit "About Puget Sound" (http://www.pugetsound.edu/about) to learn more about the college.

As a strategic goal and through our core values, University of Puget Sound is committed to an environment that welcomes and supports diversity. We seek diversity of identity, thought, perspective, and background in our students, faculty, and staff. EOE/AA





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