Support Analyst II or III
Job Description Summary: Job ID: 5242 - FT - Unclassified (salaried)
Support Analysts provide support to clients in their use of technology, including software, hardware, audiovisual, and networking issues. Function as a support resource and assist other support staff, providing ongoing guidance to the clients and support team. Troubleshoot and solve technical issues related to the designated environment. Document resources used, steps taken toward resolution, solutions, and work to provide excellent service and initiatives.
Duties/Physical Demands: Duties Related to Support Analyst II or III: (Degree of responsibilities depend on level of appointment.)
• Provide Tier II or III technical support to clients remotely or in the field by troubleshooting and resolving requests.
• Troubleshoot Tier II/and or Tier III issues including software, hardware, audiovisual, and networking issues.
• Emergency "on-call" rotation.
• Escalate complex problems and work with Tier I, Tier II or Tier III staff to assure resolution.
• Document resources used, steps taken toward resolution, solutions, and work to provide excellent service and initiatives in the Knowledge Center Support Repository.
• Build positive relationships and serve as liaison between areas within IT Services to coordinate technology projects requiring communication, sharing of information, and cooperation across many areas of expertise.
• Provide and/or share technical knowledge with other support staff in the resolution of problems and requests.
• Evaluate new computer hardware, software and audiovisual equipment for use at the University.
• Actively promote a customer-oriented environment in which the client is treated professionally and courteously.
• Demonstrate strong customer service skills including the ability to, diplomatically, patiently, and successfully handle customer complaints, problems, questions, conflict, and suggestions.
• Participate in cross-functional projects.
• Identify symptoms and break problems into distinct and manageable parts; interpret root causes associated with a given problem; seek other resources/expertise to define solutions; assist in solving intra-team problems.
• Demonstrate excellent oral and written communication skills including the ability to communicate technical information to a variety of audiences including end users and clients.
• Apply principles and processes of service levels to work; identify/highlight service problems.
• Participate in professional development activities.
• Perform other related duties as required or assigned.
Duties Specific to Support Analyst III:
• Train subordinate staff on balancing excellent customer service with efficient operations.
• Assist with managing workload of student staff to provide the adequate level of support to meet the desired service level agreement.
• Organize and develop training, consulting, resources, support, and troubleshooting for clients, to include network software, application software, workgroup utilities and audio visual equipment.
• Mentor staff on how to exhibit strong customer service skills including the ability to constructively, diplomatically, patiently, and successfully handle customer complaints, problems, questions, conflict, and suggestions.
• Mentor staff on how to identify symptoms and break problems into manageable parts; interpret root causes associated with a given problem; seek other resources/expertise to define solutions; assist in solving intra-team problems.
• Appointment as Support Analyst II requires an Associates’ Degree earned by date of hire and 2+ years of relevant experience.
• Appointment as Support Analyst III requires an Associates’ Degree earned by date of hire and 4+ years of relevant experience.
• Any equivalent combination of education and/or experience providing the knowledge/skills/abilities listed above may be substituted. Experience in these knowledge/skills/abilities may be earned concurrently.
• Visa support is not available for appointment to either level of these positions.
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