Systems Support Analyst Sr (IT)
Arizona State University
The University Technology Office
Off-Campus: Los Angeles
67876BR
Job Description
ASU is the largest state university and has for the last 6 years in a row been recognized by US News and World Report as the most innovative university.
The University Technology Office, (UTO) helps ASU create and maintain innovative technology solutions and services that advance learning and discovery at the University and is at the forefront of developing IT platforms and tools that add value to the student experience.
UTO Executive Support is seeking a Systems Support Analyst Sr. to join our support team in Downtown Los Angeles as primary A/V and Event IT support technician. As part of the UTO, the primary duty of this position is to provide live event support to faculty and staff by utilizing A/V technologies, audio mixing, camera control, video conferencing, and troubleshooting expertise.
As with everyone in the UTO family, culture and communications are core responsibilities in this role. Aside from event support, performs a variety of activities necessary to provide desktop and software application support to end users to ensure proper and effective operations.
Salary Range
Depends on experience
Close Date
25-May-2021
Essential Duties
• Support meetings and events: A/V planning, setup, and configuration; video conferencing (Zoom, Skype, etc.); live mic and audio management/mixing; video camera and switchers; broadcast control, livestream and recording;
• Support and use the Event Management System to schedule and plan the support of events, classes, and meetings.
• Work a flexible schedule, possibly consisting of days, nights, and weekends, and possibly on a rotating schedule, as required. On-call work may be required as well.
• Test and maintain conference, classroom, and event space A/V technology ensuring uptime and capability
• Perform onsite deskside, endpoint, and shared space support tasks including: desktop, laptop, mobile device, and A/V support; software installation, updates, and support; ASU email (Outlook, Gmail) and Microsoft Office suite support; printer configuration; network connection setup and troubleshooting; Operating system (Windows, Mac, and Mobile) installation, update, and support;
• Utilize endpoint management tools (JAMF, SCCM, Active Directory, Group Policy, etc.)
• Liaise with other ASU and UTO departments regarding deskside, network, security, maintenance, and other third party vendors to ensure distribution of outage information and ensure escalated problem resolution.
• Research, troubleshoot, and resolve issues while establishing proactive methods for preventing future issues before they arise.
• Provide customer service and establish trusted relationships with team members, location staff, and visitors.
• Write and update technical documentation and asset inventories; create user-facing instructional documentation
• Support faculty, staff, affiliates, and guests, both in person and remotely via email, phone, or remote control apps.
• Take responsibility for fostering culture, advancing our values, and championing engagement in all its forms — collaborating across our teams as well as participating in UTO/ASU events and programs.
• Perform other duties as assigned
Minimum Qualifications
Bachelor’s degree in Information Technology or closely related field and six (6) years experience providing diagnostic and trouble-shooting support in a client server, cross platform environment, OR, any equivalent combination of experience and/or education from which comparable knowledge, skills and abilities have been achieved.
Desired Qualifications
• Ability to model empathy, compassion and emotional intelligence
• Ability to help foster a safe psychological space for all teammates where everyone can thrive
• Ability to stimulate changes in individual, institutional, and corporate behaviors to create a more sustainable environment
• Ability to lead by example in communicating, participating and encouraging support of the institution’s sustainability programs
• Experience in using a work ethic focused on proactivity, with a friendly and respectful countenance
• Ability to maintain a flexible schedule in order to support night and weekend events
• Knowledge of event and conference room support: A/V technologies; mic, speaker, and camera placement; video conferencing technologies and recording; live audio/video mixing
• Working knowledge of cross-platform technical troubleshooting
• Experience with Active Directory, SCCM and JAMF
• Experience with fostering and maintaining customer partnerships
• Experience with remote support tools
• Experience with mass computer deployment in an enterprise environment
• Knowledge of Dell and Apple devices
• Experience using an inventory management system to track equipment
• Working knowledge of network file shares and network printers
• Experience in resolving hardware and software problems
• Experience in identifying problem sources and methods of solution
• Knowledge of Network Print Server Configuration Setup and Troubleshooting
• Experience in configuring and using Outlook client in an Exchange environment
• Experience in troubleshooting network
• Experience in PC Image Deployment and Testing
• Experience in basic Project Management (Organize and schedule tasks, prioritize)
• Experience in creating and writing kb articles, policies and standards
• Experience in presenting in Groups and Training Staff; VPN Secure Connection configuration
• Working knowledge of server-client model in enterprise environment
• Ability to communicate technical concepts to technical and non-technical users
Working Environment
• This job is based in Los Angeles.
• Activities are performed in an environmentally controlled office setting subject to extended periods of sitting, standing and walking.
• Frequent physical demands may include stooping, bending, crawling under/around objects, reaching, lifting and pushing objects of varying weights up to 50 pounds.
• Regularly required to work in cramped and enclosed areas and exposure to variations in temperature when deploying equipment.
• Regular review of completed tasks.
Department Statement
The University Technology Office (UTO) embraces its role as both an enabler and catalyst for advancing the vision and work of the New American University. We are a values-driven organization. Our commitments are reflected in all of the work we do in pursuit of operational excellence, the experience and delight of our community, and our strategic and innovation initiatives. Applicant must be eligible to work in the United States; ASU UTO will not be a sponsor for this position.
ASU Statement
Arizona State University is a new model for American higher education, an unprecedented combination of academic excellence, entrepreneurial energy and broad access. This New American University is a single, unified institution comprising four differentiated campuses positively impacting the economic, social, cultural and environmental health of the communities it serves. Its research is inspired by real world application blurring the boundaries that traditionally separate academic disciplines. ASU serves more than 80,000 students in metropolitan Phoenix, Arizona, the nation’s fifth largest city. ASU champions intellectual and cultural diversity, and welcomes students from all fifty states and more than one hundred nations across the globe.
ASU is a tobacco-free university. For details visit https://wellness.asu.edu/explore-wellness/body/alcohol-and-drugs/tobacco
Arizona State University is a VEVRAA Federal Contractor and an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status, or any other basis protected by law.
Notice of Availability of the ASU Annual Security and Fire Safety Report
In compliance with federal law, ASU prepares an annual report on campus security and fire safety programs and resources. ASU’s Annual Security and Fire Safety Report is available online at https://www.asu.edu/police/PDFs/ASU-Clery-Report.pdf. You may request a hard copy of the report by contacting the ASU Police Department at 480-965-3456.
Relocation Assistance – For information about schools, housing child resources, neighborhoods, hospitals, community events, and taxes, visit https://cfo.asu.edu/relocation-services.
ASU conducts pre-employment screening which may include verification of work history, academic credentials, licenses, and certifications.
Background Check Statement
ASU conducts pre-employment screening for all positions which includes a criminal background check, verification of work history, academic credentials, licenses, and certifications. Employment is contingent upon successful passing of the background check.
Fingerprint Check Statement
This position is considered safety/security sensitive and will include a fingerprint check. Employment is contingent upon successful passing of the fingerprint check.
Instructions to Apply
Application deadline is 3:00PM Arizona time on the date indicated.
Please include all employment information in month/year format (e.g., 6/88 to 8/94), job title, job duties and name of employer for each position.
Resume should clearly illustrate how prior knowledge and experience meets the Minimum and Desired qualifications of this position.
ASU does not pay for travel expenses associated with interviews, unless otherwise indicated.
Only electronic applications are accepted for this position.
IMPORTANT NOTE: What is the meaning of “equivalent combination” in the minimum qualifications? It means one year of higher education or 24 credit hours, is equal to one year of experience. For example, a four year Bachelor’s degree is equal to four years of experience.
To apply please go to www.asu.edu/asujobs/ see Req Id# 67876BR or go directly to: https://sjobs.brassring.com/TGnewUI/Search/home/HomeWithPreLoad?partnerid=25620&siteid=5494&PageType=JobDetails&jobid=4245379
Type: Full-time.