Systems Support Analyst Sr (IT)

$55,100 - $58,000/Yr

Arizona State University - Tempe, AZ

Full-time - Mid Level

Tempe, AZ

5,001-10,000 employees

Educational Services

About the position

At the Herberger Institute for Design and the Arts, creativity is at our core. We are a resourceful IT team that achieves great results through a team-first attitude, and we believe in fostering a collaborative environment that encourages innovation and efficiency. This role offers the successful candidate a comprehensive spectrum of IT experience, engaging with cutting-edge technology in a creative academic setting. The System Support Analyst Sr (IT) is responsible for maintaining a high degree of technical knowledge and expertise on various technology products. This role involves managing and troubleshooting complex IT environments, collaborating with cross-functional teams, acting as the lead tier 2 escalation technician, and working closely with vendors and contractors to ensure the proper configuration and functionality of equipment. The successful candidate will have the opportunity to work with both MacOS and Windows environments, deploying software applications using JAMF and SCCM. This position requires a proactive approach to problem-solving, a commitment to maintaining high standards of security and compliance, and the ability to streamline processes through automation.

Responsibilities

• Act as the lead technician for escalated tier 2 technology issues from the help desk.
• Maintain a high degree of technical knowledge and expertise on one or more technology products through research, personal use, vendor presentations, and training.
• Utilize Active Directory, Group Policy, Intune, MECM/SCCM, JAMF Pro and other tools.
• Work with the ASU Networking team to troubleshoot issues related to the ASU Network.
• Use networking technologies including vlans, IP subnetting, and wireless to efficiently work with dedicated network teams to resolve user facing issues.
• Troubleshoot hardware and software problems with endpoint technologies like AR/VR, server applications, printers/copier combo devices, and 3d printers/large format printing.
• Work with vendors and 3rd party contractors to ensure the proper configuration and working state of equipment.
• Collaborate and team with others on a variety of technology and technology support projects.
• Package and deploy software applications using JAMF for macOS environments.
• Create, test, and deploy software packages via SCCM for Windows environments.
• Ensure compatibility and compliance with enterprise standards for all software packages.
• Configure and manage JAMF and SCCM environments, ensuring optimal performance and reliability.
• Monitor and troubleshoot deployment issues, resolving them promptly to minimize downtime.
• Maintain detailed documentation of processes, configurations, and system changes.
• Streamline software deployment workflows and reduce manual intervention through automation.
• Ensure all software packages meet security guidelines and compliance standards.

Requirements

• Bachelor's degree in Information Technology or closely related field AND four (4) years experience providing diagnostic and troubleshooting support in a client server, cross platform environment, OR, any equivalent combination of experience and/or education from which comparable knowledge, skills and abilities have been achieved.
• Experience installing, configuring, imaging, maintaining and troubleshooting Windows, MacOS, and other operating systems.
• Experience with packaging software for deployment in JAMF and SCCM.
• Experience using most of the following deployment systems and tools: (SCCM, JAMF, Active Directory, and Group Policy).
• Knowledge of system encryption for laptops, desktops or mobile devices using Bitlocker, and FileVault for MacOS.
• Knowledge of Power Automate, Python, PowerShell or other scripting languages.
• 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.
• 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.
• Knowledgeable with Adobe CS, ProTools, Media Composer, Resolve, VR technology, VR networking, and other film/audio production technologies.
• Familiar with server administration and maintenance.
• Knowledgeable with AV systems and engineering virtual reality headsets.
• Familiar with assessing security management of equipment.
• Ability to identify procurement needs for software licensing management.

Nice-to-haves

• Experience with AV systems and engineering virtual reality headsets.
• Knowledge of Power Automate, Python, PowerShell or other scripting languages.
• Project management experience (i.e., organize and schedule tasks, prioritize).
• Supervisory experience.

Benefits

• Comprehensive package of affordable benefit plans and programs
• Access to world-class educational opportunities at deeply discounted rates
• Flexible work options including alternative work schedules and hybrid work arrangements