Tech Support Analyst Senior

Department Name

Mesa City Center

Job Description

The MIX Center at Mesa City Center is looking for a motivated and talented individual to join our team as a Tech Support Analyst Sr. This position provides support to users of information technology tools at Mesa City Center MIX Center, under the supervision of the Operations Director and the Director of Herberger Institute Information Technology Services. Work typically involves a combination of providing expert advice and troubleshooting, recommending products for purchase, acting as a service support leader, delivering instruction, using software applications to meet specialized needs, and communicating with customers, other technology specialists and vendors about services. This role will also work with advanced troubleshooting of technological issues, creating training resources and documentation for both coworkers and end users, as well as training and providing guidance to student workers. This applicant must be familiar with commonly used applications and hardware and show a willingness and a desire to improve processes, create, update, and maintain documentation to help ensure the effective use of computing resources. Excellent customer service skills are a must in this position.

Job Description

The MIX Center at Mesa City Center is looking for a motivated and talented individual to join our team as a Tech Support Analyst Sr. This position provides support to users of information technology tools at Mesa City Center MIX Center, under the supervision of the Operations Director and the Director of Herberger Institute Information Technology Services. Work typically involves a combination of providing expert advice and troubleshooting, recommending products for purchase, acting as a service support leader, delivering instruction, using software applications to meet specialized needs, and communicating with customers, other technology specialists and vendors about services. This role will also work with advanced troubleshooting of technological issues, creating training resources and documentation for both coworkers and end users, as well as training and providing guidance to student workers. This applicant must be familiar with commonly used applications and hardware and show a willingness and a desire to improve processes, create, update, and maintain documentation to help ensure the effective use of computing resources. Excellent customer service skills are a must in this position.

Requisition ID

102114BR

Working Environment

• Activities are performed in an environmentally controlled office setting subject to extended periods of sitting, standing, and walking.

• A full-time flexible work schedule to be worked out with supervisor with occasional weekends or evenings when the workloads dictate.

• 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 Receive regular review of completed tasks.

• This position requires operating an ASU motor vehicle so must have a current driver's license.

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.

Minimum Qualifications

Bachelor's degree in technology or related field AND two years experience providing information technology services; OR, Six years experience providing information technology services; OR, Any equivalent combination of experience and/or education from which comparable knowledge, skills and abilities have been achieved. Certificates from recognized programs that indicate mastery of tools and techniques relevant to the assignment may substitute for up to 6 months of exp

Department Statement

The Herberger Institute comprises the School of Art; School of Arts, Media and Engineering; The Sidney Poitier New American Film School; School of Music, Dance and Theatre; The Design School; and the ASU Art Museum. With 130 degree and certificate options, and programs ranked top 20 in art, design, music, theatre, digital culture, film, dance and more, plus a top university art museum, a leading immersive media facility, and national and international partnerships, the Herberger Institute is a powerhouse of art, culture and design.

Our mission is to position designers, artists, scholars and educators at the center of public life and prepare them to use their creative capacities to advance culture, build community and imaginatively address today's most pressing challenges.

The vision of the Herberger Institute is to advance the New American University by embedding designers, artists and arts-based inquiry at its core and throughout the communities it serves locally, nationally and internationally. With 7,000+ students, more than 700 faculty members, and 130 program options, the Herberger Institute is committed to redefining the 21st-century design and arts school.

As part of Arizona State University, the most innovative university in the nation, the Herberger Institute seeks to drive and scale new ways for arts and design to have impact in our world. We invite you to join our work.

Values:

• Creativity as a core 21st-century competency

• Design and the arts as critical resources for transforming our society

• Innovation, enterprise and entrepreneurship

• Interdisciplinary and transdisciplinary collaboration and research

• Social embeddedness

• Projecting all voices

• Excellence

https://herbergerinstitute.asu.edu/

Why work @ASU - https://cfo.asu.edu/why-work-asu

Total compensation at ASU is defined as more than the salary paid for the valuable work performed to support the success of our ASU students. It includes:

• Salary and wages paid

• Comprehensive package of affordable benefit plans and programs

• Access to world-class educational opportunities at deeply discounted rates

• ASU's total compensation estimator shows the approximate value of your overall compensation

ASU is a diverse enterprise with a wide variety of work and learning modes, locations and a commitment to sustainability, innovation and employee work-life balance. We are determined to maintain our position as an employer of choice in a competitive labor market.

Flexible work options (after 3 months of service with the Herberger Institute, contingent on the need of the Unit/School and performance)

• Alternative work schedules can include four, 10-hour workdays in a workweek; a nine-day, 80-hour schedule over two workweeks for exempt employees only; and staggered start and stop times.

• Hybrid work is an arrangement where employees spend a minimum of 60% of their regular workweek at their primary ASU work location. Dean or vice president-level approval is required.

Category

02

VP Code

EXEC VP/PROVOST

Scope of Search

Open

Desired Qualifications

• Experience installing, configuring, imaging, maintaining and troubleshooting Windows 10, MacOS, and other systems

• Experience using most of the following deployment systems and tools: (SCCM, JAMF, Active Directory, Group Policies, and TCP/IP networking)

• Demonstrated knowledge of system encryption for laptops, desktops or mobile devices using Bitlocker, and FileVault for MacOS

• Demonstrated knowledge of BASH, Python, PowerShell or other scripting languages is a plus

• Experience with virtualization technologies such as Vmware, Parallels, and Virtual box

• Experience with a variety of standard computer software including Microsoft Office O365, Acrobat, Adobe Creative Cloud

• Project management experience (i.e., organize and schedule tasks, prioritize)

• Supervisory experience

• Experience troubleshooting TCP/IP Errors, ability to use NSLookup, IPConfig, NETStat, and tools like infoblox

• Demonstrated knowledge resolving hardware and software problems; identifying problem sources and methods of solution

• Evidence of effective communication skills

• Experience in providing exemplary customer service support to VIP clients

• Demonstrated knowledge with Adobe CS, ProTools, Media Composer, Resolve, VR technology, VR networking, and other film/audio production technologies

• Demonstrated knowledge with troubleshooting and identifying and resolving issues within the AVID NEXIS system.

• Familiar with server administration and maintenance.

• Demonstrated knowledge with AV systems and engineering virtual reality headsets.

• Familiar with assessing security management of equipment.

• Demonstrated knowledge in identify procurement needs for software licensing management.

• Experience with current videoconferencing equipment and software

Close Date

26-June-2024

Grant Funded Position

This is not a grant funded position and is not contingent on future grant funding.

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 100,000 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/az-resources.

Full-Time/Part-Time

Full-Time

Essential Duties

• Maintain a high degree of technical knowledge and expertise on one or more technology products through research, personal use, vendor presentations, and training.

• Collaborate with HIDA IT Systems Analyst for the creation of scripts (BASH, Python, PowerShell, etc.) and application deployments via SCCM and JAMF

• Utilize Active Directory, Group Policy, and other tools to manage user and computer groups

• Collaborate with the HIDA IT team to ensure system integrity on all devices and ensure our practices align with ASU Information Security Standards

• Manage MIX Center specific network file shares

• Maintain equipment inventory and manage check-out of items for student use

• Assist users with utilizing standard productivity applications as well as film and audio production software

• Project management

• Training and management of student worker team

• Work with the ASU Networking team to troubleshoot issues related to the ASU Network

• Troubleshooting hardware and software problems

• Work with vendors and 3rd party contractors to ensure to proper configuration and working state of equipment

• Collaborate with faculty and ASU staff to research and assist in implementing emerging technologies into the technological ecosystem of the MIX Center

• Configure and install server and network hardware and software.

• Act as a technology liaison for one or more groups of customers: understands the groups interests and technology needs, advocates for them inside and outside of the university, maintains regular communications with them on technology topics, helps with technology planning, and facilitates solutions to problems.

• Develop and deliver instructional short courses on the use of supported technology products, and provides personalized instruction one-on-one to meet specialized needs.

• Use applications software such as database management systems, Web page development tools, desktop publishing tools, and presentation tools to develop custom products to meet user needs.

• Collaborate and team with others on a variety of technology and technology support projects.

• Assist event stakeholders in preparing software and equipment for events held at the MIX Center.

Employment Verification Statement

ASU conducts pre-employment screening which may include verification of work history, academic credentials, licenses, and certifications.

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.

Salary Range

$55,000 - $58,000 per year; DOE

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.

Job Family

Information Technology