Technology Support Analyst II

Seattle Pacific University Seattle , WA 98113

Posted 2 weeks ago

About Seattle Pacific University:

Founded in 1891, Seattle Pacific University has a long and distinguished history in Christian higher education. Located just minutes from downtown Seattle, SPU seeks to be a premier Christian University fully committed to engaging the culture and changing the world by graduating people of competence and character, becoming people of wisdom, and modeling grace-filled community. Seattle Pacific University seeks applicants committed to its Christian mission. Due to our mission of cultural engagement, SPU is committed to building an excellent and diverse staff and faculty. People from historically underrepresented groups are particularly encouraged to apply.

General Summary:

The Technology Support Analyst II provides tier 2 technology support to campus users through their work at the CIS HelpDesk in accordance with the HelpDesk Manager. They anticipate the needs of the HelpDesk Manager and ensure HelpDesk operations are run effectively to provide excellent customer service to the SPU community. They supervise the training, technical accuracy, and work activities of student employees, deliver end-user training, as well as offering other duties as assigned.

The Technology Support Analyst II provides technology support to campus users. This includes tier 2 & 3 direct customer support, administration of personal computing hardware and software, and classroom technology/audio visual support. Additional tasks include, but are not limited to, technology consulting, end-user training, maintaining documentation, and ensuring system security. This is an intermediate support position requiring broad technical knowledge, strong interpersonal communication skills, and a commitment to excellent customer service.

Job Description:

Customer Engagement

  • Serves as an advocate of the CIS HelpDesk customers' best interest. Responsible for the timely and thorough completion of customer help requests by taking ownership and seeing each task through to the customer's satisfaction. Responsible for coordinating computer support activities with multiple user departments and CIS internal teams, as well as third party vendors. Builds and maintains positive, constructive partnering relationships with the campus community. A high level of interactions with others through regular verbal and written communications is required. The position necessitates a strong belief in providing excellent customer service under any circumstance.

Hardware and Software Support

  • Provides high-level troubleshooting, maintenance, and end-user support for client hardware and software. Consults on a wide range of areas to identify technical solutions, provide analysis, design, development and maintenance support for client hardware and software.

Technology Training

  • Provides end-user support and training on all tools and services that CIS offers to the campus community. This training will range from creating and publishing HelpDesk materials and documentation, to working one-to-one with campus community members, and potentially offering training classes to SPU Faculty and Staff members for the purpose of educating them in the effective use of an offered campus technology.

Documentation and Procedures

  • Develop, implement and manage technical support processes, procedures, and documentation for end user support. Documents and procedures will serve to enforce standards, communicate best practices, define roles and responsibilities, and sustain the optimal technical support in the SPU community.

Supervisor and Mentor

  • Support and supervision of student employees as they help you to support the SPU community (train, support, mentor, evaluate, and assign tasks).

Continuous Improvement

  • Stays current on all current technology related to pc computing, audiovisual technology, industry best practices, tools, technologies and methodologies. Incorporates new knowledge and ideas into long range planning for client computing and standards. Maintain working knowledge of current security issues, laws and policies related to data and enterprise systems.

Adaptability

  • Accepts new or different conditions in varying capacities and adjusts quickly and cooperatively. The employee experiences routine interruption, heavy telephone usage, and must maintain a calm composure under any circumstance.

Team Player

  • Anticipates, self-initiates, and appropriately responds to team needs, workflow, and HelpDesk support. Committed to a collaborative and collegial mindset and positive attitude. Places the needs of the university and CIS above the preferences of oneself. Performs other related duties as assigned in order to support the mission of the team.

Requirements:

PERSONAL ATTRIBUTES:

  • Strong analytical and problem-solving capabilities

  • Well organized and extremely detail oriented

  • Strong customer service ethic and great communication skills, both oral and written

  • Passionate about delivering quality no matter what you are doing

  • Can work both independently and in a collaborative team-oriented environment

  • A self-starter, motivated to push the limits and think outside of the box

  • Fondness for solutions that are simple, elegant, and effective

  • Ability to work with and maintain confidential information

ESSENTIAL QUALIFICATIONS:

  • BS/BA in Computer Science or related technical field.

  • At least four years of experience in technology support and PC repair. Experience supporting client software (Microsoft Office Products, Project, anti-spyware and anti-virus software, etc.) Experience working with central systems, operating environments and Internet tools, Active Directory, and other client hardware and software management tools required.

  • Experience with : Windows OS, and Mac OS, SCCM, WSUS, PowerShell, AD Group Policy.

  • Licensure/Certification: A+, and/or Microsoft Certification.

  • Excellent verbal and written communications skills a must. Strong interpersonal and teamwork skills. Proven customer service experience and skills.

Additional Information:

Position will remain open until filled.

Salary: DOE, starts at $60,000 annually

This is a full time position with excellent benefits. SPU pays the employee premium for medical, dental, and vision insurance. SPU makes contributions to an employee HSA account and to a retirement account after one year of eligibility in the plan. Tuition discount program available for the employee and qualified immediate family members.

Application Instructions:

Please submit a cover letter and resume along with the online application.


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Technology Support Analyst II

Seattle Pacific University