Information Technology Support Analyst

Proactively identifies opportunities and challenges related to Information Technology support with the aim of creating and implementing solutions. Serves as a liaison for establishing support materials and procedures, as well as conveying support-related concerns to the project teams. Serve as a tier two support agent in the help desk escalation chain.

Major Duties

• Serves as a liaison for project and change management processes.

• Identifies and develops processes relating to Information Technology service management.

• Elevates concerns and trends, providing recommendations to leadership.

• Leads the troubleshooting process.

• Prepares and sends communications and alerts to stakeholders in a timely and relevant manner.

• May participate in relevant projects, committees, and advisory groups.

Minimum Qualifications

• Bachelor's degree in related field from an accredited institution.

• Three years' relevant experience.

• Experience working in a support services role.

• Experience providing end-user support for hardware, software, information technology services and information technology related processes.

• Experience working as a team member in a complex organization.

• Experience engaging with a diverse population.

• Ability to work irregular shifts and extended hours, including evenings and weekends.

Desired Qualifications

• A+, Network+, Microsoft certification, recognized industry certifications.

Special Instructions to Applicants

• Internal applicants should use the WMU - Internal Application.

• External applicants should use the WMU - Application.

Additional Position Information

• Staff Compensation System pay grades and rates are available at: https://wmich.edu/hr/staffcompensation.

• Western Michigan University offers generous benefits to its employees including health, dental, vision, life and disability insurance, retirement, and tuition discount for the employee and tuition remission for eligible dependents. To access information about the specific benefits available for this position, go to: https://www.wmich.edu/hr/enrollment-staff.

Physical requirements and working conditions

• Office or other indoor work with minimal physical demands such as occasionally lifting or moving materials less than 25 pounds.

• Work is generally performed in a well-lit, temperature-controlled indoor environment with occasional exposure to the outdoors or any number of elements.