Senior Analyst-Technical Support

Job Summary

The primary responsibility of the support analyst is to offer technical support to computers both remotely and on-site. The areas of work include troubleshooting computer hardware, peripherals and software applications.

• Will provide Information Technology (IT) helpdesk tier-2 & 3 support to ensure that all reported IT incidents and requests are effectively and efficiently addressed and documented.
• Administration knowledge of Windows 10/11, Server 2019 or newer
• Ability to write Windows batch, PowerShell or Python scripts.
• Administration of Enterprise batch scheduler a strong plus
• Help deploy and maintain infrastructure, including IT resources in faculty and staff offices, general use computer labs, and public areas
• Assist with the evaluation, acquisition, configuration, testing, and implementation of new IT equipment, software and technology deployments.
• Perform demonstrations of technology solutions to Staff.
• Contribute feedback to improve OIT service and support practices, procedures, and user instructional materials to improve the resolution of IT support issues
• A+, Security+, Network+, Apple and/or Microsoft certification
• Ability to effectively communicate verbally and in writing
• General Hardware Support (Desktop/Laptop, Mobile Device)
• ServiceNow, ITSM or other major Ticketing System experience a strong plus

Minimum of 5 years of previous experience Citrix Technologies, Dell Technologies, EO/IR systems, Mac Computers, Microsoft, Active Directory, Computer Hardware, Configuration Management, Deployments, Deskside Support, Windows 11, MS Windows 10, Windows Server 2019, PowerShell Scripting, Python Scripting