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User Support and Systems Analyst

Dartmouth College
New Hampshire, United States
Salary Not Specified
Posted Date
Jul 1, 2022

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Position Type
Faculty Positions, Science, Technology & Mathematics, Computer Sciences & Technology, Engineering, Administrative, Business & Administrative Affairs, Computer Services & Information Technology, Technology Administration/Other, Chief Technology & Information Officers
Employment Type
Full Time
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Position Details

Position Information

Posting date


Closing date

Open Until Filled


Position Number


Position Title

User Support and Systems Analyst

Department this Position Reports to

Thayer School of Engineering

Hiring Range Minimum

Please Inquire

Hiring Range Maximum

Please Inquire

SEIU Level

Not an SEIU Position

FLSA Status


Employment Category

Regular Full Time

Scheduled Months per Year


Scheduled Hours per Week



Location of Position

Thayer School of Engineering
15 Thayer Drive
Hanover, NH 03755

Remote Work Eligibility?

Onsite only

Is this a term position?


If yes, length of term in months.

Is this a grant funded position?


Position Purpose

Provides technology support, systems acquisition and development, consultation, and process improvement for faculty, staff, and students at Thayer School of Engineering, Dartmouth College. This encompasses all end user AV and IT technologies, including: network services, desktop productivity applications, engineering applications, classroom and other learning technology, technology acquisition and maintenance, user documentation, IT security, research and machine shop equipment, and other technologies as they become relevant.


User Support and Systems Analyst

You: An inspired IT support professional who wants to help improve higher education, including teaching and research. A seasoned veteran or an enthusiastic newcomer to the field.

Us: A Computing Services team made by and for Dartmouth’s creative engineering school and expanding into supporting Computer Science too; a highly dynamic and collaborative group that doesn’t just ask “What’s wrong with your computer?” but “How can we use (or build!) technology to help spark your next great idea?”

What we do

Provide outstanding technology service and support:

Help craft the future of teaching by empowering our community to use technology in innovative and creative ways.

Thayer School has an unusual multidisciplinary approach to engineering education and our IT philosophy reflects this. We don’t just turn cranks behind the scenes — our entire team interacts extensively with faculty, students, staff, and researchers to build crank-turners and empower our community. We go out of our way to spend time with our users, deliberately encouraging community members (often with cookies) to ask questions, explain their needs, and brainstorm solutions with us.

We cheerfully work hard to tackle problems quickly, develop systems to address problems before they happen, and allow Thayer School to make the fullest use of computing technology. We are committed and love a challenge.

How we do it

Collaborate extensively across our entire team and with others at Dartmouth. Integrate or build services as appropriate. Do everything with agility, from normal operations, to major projects, to switching to remote teaching and learning overnight. Take credit and responsibility as a team. Celebrate our successes and learn from our setbacks. Communicate credibly and build on that credibility. Encourage a welcoming, fun, diverse, and stimulating work environment.

Recent team projects include:
  • Develop and deploy openAV, “AV done IT style”, to hundreds of AV endpoints. Uses a web application GUI and network-attached video gear to produce high function AV and class recording systems for our entire facility that are more cost effective and easier to maintain than traditional AV systems.
  • Migrate our macOS environment from traditional “imaging” workflow to “no imaging” workflow using Jamf.
  • Use Zoom and other APIs to produce and configure multiple meetings for classes, complete with dynamic display of participants in those meetings on web pages. Extend room functionality by integrating Zoom Rooms into nearly every AV installation.

What we expect, and what you can expect
  • Share your ideas and solicit ours — your viewpoint is valued and questions are encouraged!
  • Bring your skills, aptitude, and diversity to help users learn our systems, surmount problems, and innovate new ways to teach with technology.
  • Have the desire and ability to quickly learn new and old technologies. We encourage and support your curiosity.
  • Participate fully within a highly collaborative, agile team that includes User Support Analysts, Systems Administrators, Instructional Designers, Data Integration Specialists, and Web Developers.
  • Interact extensively with our diverse faculty, staff, and students, employing strong communication skills.
  • Troubleshoot a huge range of hardware and software issues.
  • Develop and document systematic solutions for common issues.
  • Keep up with the latest in technology and not be afraid of the cutting edge.
  • Share enthusiasm for higher education; yours, ours, & everyone else’s.

Work environment
  • Thriving engineering school within a prestigious college
  • First national research university to graduate more women engineering majors than men
  • Flexible and supportive management and policies
  • Outstanding facilities, new buildings just opened this year
  • Diverse community of world-class engineers
  • Northern New England as your backyard
Required Qualifications - Education and Yrs Exp

3+ years of experience

Required Qualifications - Skills, Knowledge and Abilities

● Strong technical skills using IT for teaching and productivity.
● Demonstrated ability to learn new technologies quickly and efficiently.
● Demonstrated ability to teach and assist others learning new technologies.
● Demonstrated ability to identify, define, develop, and deploy systems to support process and workflow improvements.
● Excellent communication skills: written, verbal, and multimedia.
● Three to five years of experience in user support or equivalent.

Preferred Qualifications

● Bachelor’s degree in computer science or a combination of equivalent experience and education.
● Experience in user support in Higher Education and/or tools for learning and/or engineering applications desirable.

Department Contact for Cover Letter and Title

Zack Bennis, User Support Analyst Manager

Talent Acquisition Consultant

Ray Garcia

Equal Opportunity Employer

Dartmouth College is an equal opportunity/affirmative action employer with a strong commitment to diversity and inclusion. We prohibit discrimination on the basis of race, color, religion, sex, age, national origin, sexual orientation, gender identity or expression, disability, veteran status, marital status, or any other legally protected status. Applications by members of all underrepresented groups are encouraged.

Background Check

Employment in this position is contingent upon consent to and successful completion of a pre-employment background check, which may include a criminal background check, reference checks, verification of work history, and verification of any required academic credentials, licenses, and/or certifications, with results acceptable to Dartmouth College. A criminal conviction will not automatically disqualify an applicant from employment. Background check information will be used in a confidential, non-discriminatory manner consistent with state and federal law.

Special Instructions to Applicants

All Dartmouth College employees, whether working on-site or remotely, are required to be up to date with vaccination against COVID -19 (or to have received an approved exemption from vaccination through the Office of Institutional Diversity and Equity). Please visit for details. Compliance with this requirement is a condition of employment. Failure to meet this condition of employment may result in Dartmouth in its sole discretion delaying your start date or rescinding its offer of employment.

Quick Link

Key Accountabilities


● Under minimal supervision, resolves the wide variety of end user technology issues, typically working directly with Thayer School faculty, staff, and students. Collaborates as appropriate with Thayer and Dartmouth computing personnel, vendors, and other experts in the Thayer community.
● Supports, consults, and helps faculty, staff, and students find ways to maximize effectiveness of technology for learning, administration, and research.
● Maintains proper security on Thayer School’s desktop and laptop computers.
● Remains current with new technology and proposes changes to computing systems and policy to improve efficiency, security, and reliability.
● Manages relationships with vendors for the delivery and support of application hardware software and support.
● Performs user account administration for students, faculty and staff, including quotas, account creation, etc.
● Teaches community members how to use technology, one on one and/or in group sessions.

Percentage Of Time



● Manages projects (short-term or long-term) to find or develop suitable solutions to meet team and community needs.
● Proactively identifies opportunities for tools, systems, and business process improvements; develops and implements appropriate solutions.
● As part of the IT Team at Thayer, plays an integral role in planning for and responding to Thayer School’s growth, changes in service models, and evolving technology needs.

Percentage Of Time



● Administers end user requests in identity management, authentication, authorization, and other network services.
● Develops, manages, and maintains systems for efficient operations, including forms for user interactions, tools and automation for managing devices, inventory control, and lab software image management.
● Mentors other Thayer Computing Services staff in providing general computing support.
● Helps manage application licenses.
● Supervises student employees as needed.

Percentage Of Time




Demonstrates a commitment to diversity, inclusion, and cultural awareness through actions, interactions, and communications with others.


Performs other duties as assigned.
Supplemental Questions

Required fields are indicated with an asterisk (*).

  1. * How did you hear about this employment opportunity?
    • Talent Acquisition Consultant
    • AbilityJOBS
    • American Library Association
    • CareerBuilder
    • Chronicle of Higher Education
    • Chronicle of Philanthropy
    • Dartmouth College Employment Website
    • Glassdoor
    • Internal Employee Referral
    • HERC
    • Higher Ed Jobs
    • Indeed
    • Inside Higher Ed Jobs
    • LinkedIn
    • National Black MBA Association
    • Recruit Military
    • Prospanica
    • Valley News
    • Other (Please specify below)
  2. If you answered 'Other' to the above question, please specify here

    (Open Ended Question)

Documents Needed to Apply
Required Documents
  1. Cover Letter
  2. Resume
Optional Documents

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