Systems Support Analyst

Job Profile:

IT Support Specialist 2

Job Family:

IT Support Services

Time Type:

Full time

Apply before 11:59 PM Arizona time the day before the posted End Date.

Minimum Qualifications:

Bachelor's degree and three (3) years of experience appropriate to the area of assignment/field; OR, Any equivalent combination of experience and/or training from which comparable knowledge, skills and abilities have been achieved.

Job Profile Summary:
Provides routine and non-routine IT services to end users in order to support the mission of the institution through technology. Deploys enterprise managed tools that manage devices, deploys software and security updates of devices and applications across an enterprise, and updates documented processes.

Job Description:

Enterprise Technology Desktop Services is seeking a Systems Support Analyst Systems Support Specialist at our Downtown Phoenix Campus.. As part of ET, this position is responsible for providing endpoint support to faculty, staff, and student workers by utilizing hardware, software, and broad IT troubleshooting expertise. In addition, the role provides support for emerging technologies, implements solutions for department initiatives and operational priorities, and generates proactive solutions for a variety of information technology needs. Responsibilities include maintaining day-to-day operations, consulting on department projects, and ensuring fulfillment of our service expectations as defined by our service partnership agreements. This position will provide technology support including independent troubleshooting of clinical simulation technologies, specialized learning spaces, virtual labs, and associated hardware and software.

As with all members of the Enterprise Technology team, this role carries core responsibilities, including fostering a sense of belonging and cultivating a culture that is relational, visionary, and empowering. With a strong emphasis on authenticity and compassion, this position is dedicated to embodying and advancing our culture. 

What’s in it for you:

Arizona State University offers a comprehensive benefits package that includes valuable employee benefits to enhance the total compensation of its staff. This package includes: (Click here to explore options.)

• Access to professional development and hands-on learning
• Workday Learning courses covering a variety of topics
• Tuition reduction for degree programs at ASU
• Opportunities for manager-approved specialized training and certifications based on department needs

Salary: $65,000.00

Essential Duties:

• Prioritizes team focus and adapts to a dynamic environment, allocating resources and expertise where needed.
• Collaborates routinely with other teams, vendors, and organizations to identify, plan, and implement solutions to a variety of small to large-scale IT needs.
• Serves as technical, process, and policy expert providing guidance to staff, customer units, and the broader ASU community.
• Maintains day-to-day operations of a specialized support area by providing on-site support and functions.
• Provides independent technical support for clinical simulation environments, specialized learning spaces, virtual labs, and the workstations, peripherals, connectivity, and software associated with those environments.
• Troubleshoots technology used with clinical simulation mannequins and other hands-on learning activities, coordinating with stakeholders, ET teams, application owners, and vendors when escalation is required.
• Resolves, escalates, and prioritizes IT support requests from faculty, staff, student workers via remote tools (Bomgar, Zoom), phone, email, tickets, chat, etc.
• Rapidly resolves technology-based issues in conference rooms and other collaborative spaces.
• Consults with users, additional teams and vendors on A/V support events and provides day-of-support as required.
• Updates ticket system to reflect activities performed and status of requests to ensure timely completion of work orders by the team in accordance with established policy.
• Creates, updates, and maintains technical documentation and provides feedback for process improvement.
• Supports multi-platform computer systems, copiers, peripherals, and mobile devices in accordance with department policy.
• Troubleshoots hardware and software issues by performing a variety of diagnostic procedures to identify and implement appropriate corrective measures.
• Provides software application assistance to end users as requested; replicates errors, configures settings of computers, printers, etc.

• Deploys software remotely via JAMF, MECM, and Intune in accordance with ET standards and licensing.

• Traces and troubleshoots network connectivity problems; escalating to appropriate support departments as warranted.
• Develops and applies standard computer images with authorized software to computers to ensure a standard user experience
• Installs and/or replaces hardware and associated devices including, but not limited to: network cards, RAM and internal/external storage drives 
• Refers warranty hardware problems to vendor for resolution via phone, online, or in-person coordination.
• Maintains inventory of all laptops, desktop and peripheral equipment and accessories; initiates requests for replacements to ensure availability in accordance with established policy and standards.
• Provides consultation on both hardware and software purchases 
• Collaborate across teams and actively participate in ET/ASU events and programs.
• Leverage AI in routine tasks and contribute ideas for using AI to improve the unit’s efficiency and overall performance.
• Take responsibility for fostering a positive culture, upholding organizational values, and championing engagement in all its forms.

Desired Qualifications:

• Must possess a valid U.S. driver's license of appropriate class and required endorsements throughout employment.
• Demonstrated ability to self-manage and adapt to current priorities while meeting the expectations of our service partnership agreements.
• Experience working in a small team of IT technicians providing troubleshooting support for hardware and software IT issues.
• Experience collaborating with customers and other support teams/vendors to develop and implement proactive solutions.
• Demonstrated understanding of effective troubleshooting process and ability to implement creative solutions remotely and in person.
• Experience providing technical customer service to a diverse customer base, preferably in an educational setting or similar environment.
• Experience providing IT support via chat, phone, ticket, and in-person support channels.
• Experience routing support requests and monitoring team ticket metrics to ensure SPA obligations are met.
• Ability to identify support improvement opportunities and to implement technology-based solutions that improve user effectiveness and prevent future issues.
• Strong knowledge of MECM, Intune, JAMF, ServiceNow and other relevant enterprise support technologies.
• Experience supporting end users and A/V equipment for audio and video conferencing.
• Experience supporting standardized lab and technology spaces.
• Experience supporting clinical simulation, instructional laboratory, or other specialized academic technology environments.
• Experience troubleshooting virtual lab platforms and specialized software across endpoints, peripherals, and networked environments.
• Experience coordinating with customers, vendors, and technical teams to resolve instructional technology issues.
• Experience troubleshooting computer hardware, software, peripherals, printers, and other common office technologies.
• Experience supporting Windows 10/11 and Mac operating systems.
• Experience supporting a variety of email clients (i.e., Outlook, O365, Gmail and mobile device clients) for use with Exchange & Gmail and file storage solutions such as Dropbox, One-drive, Google drive.
• Experience supporting customers and computers in an enterprise networked environment using Active Directory, Group Policies, TCP/IP, Ethernet and wireless.
• Ability to communicate effectively with both technical and nontechnical customers - written and verbal.

• Demonstrated ability to model empathy, compassion, and emotional intelligence.
• Experience in a values-driven organization with a strong commitment to inclusion and belonging.
• Ability to cultivate a psychologically safe environment where all team members can thrive.
• Capacity to inspire and drive meaningful change in individual, institutional, and corporate behaviors to support a more sustainable environment.
• Commitment to leading by example through effective communication, active participation, and advocacy for the institution’s sustainability programs.

Working Environment:

• Activities primarily take place in a standard, climate-controlled office environment and may involve extended periods of sitting.
• This role involves regular use of a computer (desktop and/or laptop), including a keyboard and mouse.
• Required to stand for varying lengths of time and walk moderate distances to perform work.
• Effective communication and proficiency with a variety of technologies are essential for collaboration with the broader team.
• Regular responsibilities may require the ability to quickly change priorities, which may include and/or are subject to resolution of conflicts.
• Occupy office locations in remote locations when need arises. Office locations can be at Downtown Phoenix, Mayo, Tempe, Polytechnic, West Valley.

Primary Location: Downtown Phoenix Campus; 411 N. Central Avenue, Phoenix, AZ

Department Statement:

Enterprise Technology (ET) embraces its role as both an enabler and catalyst for advancing the vision and work of the New American University.  We are a values-driven organization.  Our commitments are reflected in all of the work we do in pursuit of operational excellence, the experience and delight of our community, and our strategic and innovation initiatives. Applicants must be eligible to work in the United States.

Join the team that sparks human-centered innovation

ET is a rapidly reconfigurable and entrepreneurial organization at ASU that prioritizes and executes to meet the needs of our community of learners, faculty, researchers and staff. Our work emphasizes autonomy, flexibility and distributed decision-making to leverage the strengths of individuals. Together, we embrace a culture that nurtures, engages and embraces many voices with a shared lens of positive community impact and expanded opportunities for collaboration.

Why join us?

Mission oriented. Everything we do is to advance ASU’s charter -- measuring who we include and how they succeed. We are staunch champions of learner success and put people first.

Flexibility. Our flexible work environment allows employees to explore opportunities with their supervisor beyond the traditional work schedule. Opportunities include hybrid work where staff are in person three days per week.

Culture forward. We embrace a Positive Core culture: Belonging, Relational, Authentic, Visionary and Empowered. 

Scale of impact. Our work changes the world. With 200k+ learners, faculty, researchers and staff, working with ET means you have the capacity to improve many lives and entire communities.

World-class, low cost education. Our professional development is built in! ET encourages staff to seek additional certificates and degrees via ASU’s top ranked programs with major tuition breaks.

Exposure to industry giants. ET partners with Amazon, Apple, Arista, Cox, Verizon, Salesforce, Alteryx and a diversity of technology companies to enhance our innovations and deepen their impact.

Driving Requirement:

Driving is not required for this position.

Location:

Off-Campus: Phoenix

Funding:

No Federal Funding

 

Instructions to Apply:

Current employees, student workers seeking staff opportunities, and students applying for student worker positions must apply directly through the Workday Jobs Hub.

To be considered, your application must include all of the following attachments:

• Cover letter
• Resume or CV

Multiple documents may be uploaded in the attachments section. Alternatively, applicants may combine all required materials into a single PDF for submission. Please ensure uploaded documents are clearly labeled and include your name.

Please ensure your resume includes all employment information in month and year format, for example 6/04 to 8/14, along with job title, job duties, and employer name for each position. Your resume should clearly demonstrate how your experience and background meet the minimum and desired qualifications for this position. Incomplete applications or missing required materials may not be considered.

Important: Do not withdraw your application to make edits. Once an application is withdrawn, it cannot be edited, reactivated, or replaced with a new submission. If you have questions or need assistance, please contact The Office of Human Resources Talent Acquisition before the posting close date.

Graduate Assistant, Intern and part-time positions are counted as half time for experience equivalency, meaning one year equals six months of experience.

Only electronic applications will be accepted for this position. By submitting an application, you confirm that the information provided is accurate and complete.

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 inclusive excellence, 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

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, 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.

ASU’s comprehensive benefits package is a key part of your total compensation. Visit the ASU Compensation Estimator

Employment Verification Statement:

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.

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.