Systems Analyst Associate
Arizona State University
Campus: Tempe
101312BR
Campus: Tempe
Job DescriptionResearch Technology Support (RTS) is seeking a Systems Analyst Associate to join a team of highly qualified technicians. Join us and be a go-to resource in technical knowledge and customer service for ASU employees and public visitors. We are looking for a technician with a macOS/Windows support skillset, as well as conference room A/V technology experience. Using Microsoft Service Manager as well as other tools, your primary duties will include responding to Help Desk requests on the operation of macOS/Windows hardware, software, and media equipment. You will install, update and troubleshoot various types of IT equipment, identify causes of problems and take appropriate action for long-term efficient solutions, repairing or resolving problems remotely, over the phone, and in person.
NOTE: This person hired for this role will begin their role at our Centerpoint office (off of University and Mill Ave) for initial training. In the weeks/months to follow, they will be transferred to either our SkySong location (in Scottsdale) or our Downtown location. Applicants must be prepared to work out of any of these locations.
Salary Range
$44,900 - $61,900 per year, DOE
Close Date
24-May-224
Essential Duties
Our team operates out of a ticketing system to manage our incoming IT support requests. Team-members self-manage their workload by self-assigning new requests as they arrive. They review the request and may consult with our knowledgebase before responding to the customer. Requests also come via Phone as well as from occasional walk-ins. From there, we may remotely assist the customer (using software to view their screen to solve an issue), visit them in person, phone them to discuss the matter, or take immediate action to solve the issue.
Responding to customer requests in a help-desk environment.
Assisting customers with computer and multimedia presentation technology.
Imaging computers and remotely installing software.
Demonstrating new and emerging technologies to customers.
Effectively communicating with a diverse customer base via telephone, in person, and in writing,
Driving ASU vehicles (golfcart) on campus for delivering and installing new computers as well as providing technical assistance.
Coordinating with fellow team members (student technicians and employees) to provide customer support and service.
Configures, installs and upgrades computer hardware and software. Tests newly set up equipment to assure that it works in coordination with other associated hardware and software products.
Identifies causes of problems when hardware and software are not operating properly and takes appropriate action.
Develops and improves user systems and procedures and prepares systems documentation.
Establishes and maintains effective communications with customers, other technology specialists, and vendors about services.
Collaborates and teams with others on a variety of technology and technology support projects.
NOTE: This is an in-person role.
NOTE: This person hired for this role will begin their role at our Centerpoint office (off of University and Mill Ave) for initial training. In the weeks/months to follow, they will be transferred to either our SkySong location (in Scottsdale) or our Downtown location. Applicants must be prepared to work out of any of these locations.
Minimum QualificationsBachelor's degree in information technology or related field; AND, One (1) year of information technology experience; 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 six months experience.
Desired QualificationsA valid US driver's license is required
Evidence of customer service and organizational skills.
Must be able to move up to 40 pounds safely.
Demonstrated knowledge in computer hardware, software and AV equipment.
Evidence in having a strong background in customer service.
Must be able to communicate in a clear and concise manner (verbally and in writing).
Available to work 40 hours per week during normal business hours Monday-Friday.
Experience in customer service and technology support is desired.
Technical certifications are a plus.
Experience with Microsoft SCCM, SCSM and Active Directory is a plus.
Experience with workstation imaging and mass deployment of software.
Experience with Mac support environments, hardware, O/S and applications.
Experience installing, configuring, and troubleshooting hardware on personal computers; iPad, iPhone, Android, and other handheld devices.
Experience supporting technology for high-level administrators in a fast-paced environment.
Experience with remote workstation support tools and methods.
Experience researching, implementing, and supporting new technology solutions.
Evidence of effective communication skills.
Experience managing competing priorities.
Working Environment
Climate-controlled office setting subject to extended periods of sitting.
Visual acuity and manual dexterity associated with daily use of desktop computer.
Ability to clearly communicate to perform essential duties.
Expected to be responsive to customers, engaged in work production, resourceful, flexible, and respectful of others.
We operate under standard business hours (working Monday-Friday) from 8AM to 5PM.
Team members will support both administrative teams as well as research personnel in laboratory environments.
This position is an in-person role (not a remote position) located ASU campus.
Must be able to move up to 40 pounds safely.
NOTE: This person hired for this role will begin their role at our Centerpoint office (off of University and Mill Ave) for initial training. In the weeks/months to follow, they will be transferred to either our SkySong location (in Scottsdale) or our Downtown location. Applicants must be prepared to work out of any of these locations.
Department Statement
The Research Technology Support team acts as the technical support team within the Knowledge Enterprise at ASU. We strive to support the needs of our users by being a service-first group within the organization. We as an organization strive to be more than a simple break/fix support team. Instead, we work to build positive and rewarding relationships through thoughtful and attentive listening, developing comprehensive plans for the remediation of an issue, and following up with users to ensure our solution was the right one for their needs. Through positive customer service experiences, we strive to ensure that everyone we support comes away with the tools, knowledge, and confidence to succeed in their daily work.
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 PD 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.
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.
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 and cover letter 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.
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