Technical Support Analyst

Company: Utah State University
Location: Logan
Posted on: March 16, 2023

Job Description:

Overview:
The Technical Support Analyst will support the daily technical performance for customers across USU's main campus and sites located throughout the state of Utah. They provide technical support to customers via telephone, email, in-person and other electronic means. They also consult with customers to determine hardware, software or other functional computer specifications to meet the customers technology needs, including desktops, laptops, printers, handhelds, and software. The Technical Support Analyst will maintain accurate documentation of support requests and actions taken to ensure timely and accurate issue resolution. There are currently 2 available positions. To comply with PCI Data Security Standards and regulations, this position is contingent upon the successful completion of a credit and background check.

Responsibilities:
Primary duties and responsibilities are to:Support the daily technical performance for assigned Support Agreements (SA). Provide analysis, documentation, support and testing based on or related to a customer or technical specification.Work with a variety of customers across USU's main campus and throughout USU's Extension and Distance Education sites, providing desktop support and maintenance. Work proactively with customers to determine hardware, software and other technical needs.A minimum of one-fourth of an Analysts time will be devoted to customer support via the telephone. Each Analyst will have a designated telephone support schedule.Document all customer service requests and interactions through the online "Issue Management" system.Create and update online support documentation utilizing the specified online tools, procedures and identify areas of improvement.Provide in-person on site support to clients.Provide friendly, accurate and dependable support to all customers while providing follow-up with customers to ensure their satisfaction with the services and solutions rendered.Create a positive, inviting work environment, creating a level of trust among colleagues.Build relationships of trust among team members, including all teams within Information Technology, and colleagues throughout the University.Adhere to the USU IT Core Competencies.Other duties as assigned.

Qualifications:
Minimum Qualifications:Bachelor's degree in Business Information System (BIS), Computer Science (CS), or related field; OR an Associate's degree or certification in a designated field plus 2 years of related work experience; OR four years of work experience in desktop management and support.Minimum of two years hands-on experience supporting, installing, and testing Windows and/or Macintosh based software and hardware.Two or more years in a customer service environment.Knowledge, Skills, and Abilities:Ability to be a positive team player while working in a team environment.Excellent customer service skills.Excellent communication skills both verbal and written.Ability to work with limited supervision.Excellent problem solving skills.

Required Documents:
Along with the online application, please attach:Resume to be uploaded at the beginning of your application in the Candidate Profile under "Resume/CV"Cover letter to be typed/pasted at the end of your application**Document size may not exceed 10 MB.**

Advertised Salary:
Commensurate based on experience plus excellent benefits

ADA:
Employees work indoors and are protected from weather and/or contaminants, but not, necessarily, occasional temperature changes. The employee is regularly required to sit and often uses repetitive hand motions.

University Highlights:
Utah State University (USU) was founded in 1888 and is Utah's land-grant and space-grant university. USU is one of only 146 research institutions in the U.S. classified as R1 "very high research activity" by the Carnegie Classification of Institutions of Higher Education. As one of the two premier research institutions in Utah, USU provides a high-quality education at an affordable price. With its main campus in Logan, the university serves approximately 27,500 students, including 24,255 undergraduates and 3,171 graduate students. USU Online has served students from all 50 states and 55 countries for 25 years.USU's statewide system features three residential campuses, 30 total campus locations, and 23 Extension education centers. The university employs 903 full-time faculty members, 124 executive administrators, and 1,649 full-time support staff. USU offers 115 undergraduate majors, as well as 91 master's and 42 doctoral degrees. Learn more about USU.A core characteristic of USU is engagement with communities and people in economic development, improvements to quality of life, and human capital.Through the practical application of knowledge, the University and its faculty engage and share expertise with the state, nation, and world, preserving the historical land-grant tradition of partnering with communities to address critical societal issues in the interest of the public good.The USU main campus is located in beautifulLogan, Utah, a city of about 50,000 situated in a picturesque mountain valley about 80 miles north of Salt Lake City. Outstanding recreational opportunities abound in the nearby mountains and proximate region.USU is sensitive to the needs of dual career couples and provides aDual Career Assistance programto support careers for partners who are also seeking employment.USU endeavors to provide reasonable accommodations to ensure equal access in all aspects of employment to qualified persons with disabilities. To request a reasonable accommodation for a disability, please contact the university's ADA Coordinator in the Human Resource office at 435-797-0122 or submit a request at hr@usu.edu.USU Land AcknowledgmentPlease visit our website to learn about Utah State's land acknowledgment of the eight tribes of Utah.Notice of Non-discriminationIn its programs and activities, including in admissions and employment, Utah State University does not discriminate or tolerate discrimination, including harassment, based on race, color, religion, sex, national origin, age, genetic information, sexual orientation, gender identity or expression, disability, status as a protected veteran, or any other status protected by University policy, Title IX, or any other federal, state, or local law.The following individuals have been designated to handle inquiries regarding the application of Title IX and its implementing regulations and/or USU's non-discrimination policies:Executive Director of the Office of Equity Matthew Pinner,discrimination@usu.edu,Distance Education Rm. 401, 435-797-1266Title IX CoordinatorMatthew Pinner,titleix@usu.edu, Distance Education Rm. 404, 435-797-1266Mailing address: 5100 Old Main Hill, Logan, Ut 84322For further information regarding non-discrimination, please visithttps://equity.usu.edu/, or contact:U.S. Department of Education,Office of Assistant Secretary for Civil Rights,800-421-3481, OCR@ed.govU.S. Department of Education,Denver Regional Office, 303-844-5695,OCR.Denver@ed.gov*updated 11/2022

Keywords: Utah State University, Logan , Technical Support Analyst, Professions , Logan, Utah