St Edwards University
  • TECH - Information Technology
  • Austin, TX, USA
  • Full Time

Senior Technical Support Analyst
User Services

Overview
St. Edward's University of Austin, Texas invites applications for the position of Senior Technical Support Analyst. The Senior Technical Support Analyst provides advanced-level desktop support, technical leadership, and general IT client computing services to a user base of non-technical and technical users in a diverse University community. In addition, this role provides peer-to-peer mentoring to junior team members. The Senior Technical Support Analyst will report to the Manager of User Services.

Responsibilities

  • Interact and communicate with peers and users in a professional manner, while working both in a team setting and independently with limited direction.
  • Serve as team lead and technical lead for User Services desktop support team.
  • Provide customer-focused, high quality desktop support in an academic setting using strong interpersonal and customer service skills.
  • Provide support (installation, configuration, upgrades, problem resolution, etc.) in a heterogeneous networked environment for Apple and Microsoft hardware and software.
  • Provide support for university mobile devices.
  • Act as a technical resource in assisting users to resolve problems with equipment and data; implement solutions and/or coordinate with other areas as required.
  • Make hardware and software acquisition recommendations including helping users assess needs and providing justification for equipment and services.
  • Prepare written and online documentation and instructional materials for users.
  • Research, recommend, and implement new technologies, policies, and procedures. Stay informed on latest developments and upcoming technologies, which could impact St. Edwards.
  • Utilize independent decision-making skills and project management expertise to manage technical projects from initiation through project completion.
  • Support mainstream as well as specialized office software applications.
  • Maintain inventory, manage life cycle processes, develop hardware specifications, and other administrative tasks as needed.
  • Develop, configure, maintain, and support for application administrative support
  • Develop, configure, maintain, and support endpoint security and client management solutions
  • Participate and contribute to cross-departmental (matrix) teams as both a technical expert and consultant
  • Provide technical support for audio/video in learning spaces and conference rooms.
  • Triage, record, and monitor support requests using case tracking system to ensure high levels of quality customer service.
  • Triage, record, and monitor support requests as a Tier 1 shift lead.
  • Perform other duties and special projects as required.

Qualifications

  • Undergraduate degree with a minimum of three years of experience supporting desktops/laptops in a professional environment. Higher education experience preferred.
  • Demonstrated advanced skills managing desktops using: Group Policies in an Active Directory environment and/or Apple Remote Desktop and systems administration tools. Demonstrated mastery of desktop imaging and deployment process experience.
  • Experience in administering JAMF preferred.
  • Considerable knowledge and experience with cross-platform computer and peripheral operations, installation, and troubleshooting in a networked environment.
  • Expertise of image development/deployment for both Apple and Windows environments
  • Knowledge of application packaging and deployment.
  • Relevant Microsoft/Apple technical certifications preferred.
  • Familiarity with PowerShell and other scripting methodologies preferred.
  • Familiarity with Windows Server Update Services preferred.
  • Experience exceeding the expectations and requirements of internal and external customers; demonstrated ability to foster effective relationships with users.
  • Considerable experience in IT customer service and or help desk environment with all levels of computer users.
  • Demonstrated competence with effective communication, organization, and documentation skills.
  • Experience with priority setting, problem solving, and successfully delivering business value for users.
  • Demonstrated experience working with a team to scope and complete IT projects.
  • Ability to comply with workplace guidelines and attendance requirements
  • Successful candidate must complete an education and/or criminal background check.

About St. Edward's University
Founded in 1885 by the Congregation of Holy Cross, St. Edward's University is a private, Catholic liberal arts institution of more than 4,600 diverse students located in Austin, Texas. St. Edward's emphasizes critical thinking and ethical practices, as well as small classes, personalized learning and exciting internship opportunities. The community atmosphere extends to the approximately 800 faculty and staff who work together to make the university a welcoming yet challenging environment for students. An overview of St. Edward's University employee benefits is available at https://www.stedwards.edu/human-resources/benefits-summary

About Austin
Austin is a dynamic, cosmopolitan, diverse, entrepreneurial and prosperous city. One of the world's great technology centers, Austin, sometimes referred to as "Silicon Hills," is home to technology heavyweights like Dell and Freescale Semiconductor. IBM, Facebook, Advanced Micro Devices, Cisco, Cirrus Logic, Google, Oracle, Samsung, National Instruments, 3M and Apple are among the many other technology companies with significant operations in Austin. In recent years, Austin has also become an important center for game and mobile app development. The city is home to a wide array of technology-oriented startups and hosts the annual SXSW Interactive festival. Austin is also an entertainment mecca. With more than 200 live music venues the city is "the live music capital of the world" and hosts the popular Austin City Limits live music program and the SXSW Music and Film festivals. The city regularly appears in lists of America's smartest, coolest, greenest and most livable cities. Forbes recently identified Austin as the U.S. city most likely to grow and prosper during the next decade. Known for its welcoming, tolerant and casual atmosphere, Austin was named the country's top college town by Parents & Colleges in 2010. 

How to Apply
Qualified applicants are invited to submit an online application at www.stedwards.edu/careers/ Please attach a cover letter and resume to the application. No Phone Calls Please.

St. Edward's University is an equal opportunity employer. We encourage women and minorities to apply to our vacancies and hire only U.S. Citizens and documented workers. We do not offer sponsorship at this time.

Reference #: J18110
Posted: 9/28/2018
Available: Immediately

 

 

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