Support Analyst I, II or III
Job ID: 6094 - FT - Unclassified (salaried)
Support Analyst I, II or III
Summary : 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 such as audiovisual technology infrastructure, ranging from audio systems, video processing, AV switching, control systems, computing, front-end projections and displays. Document resources used, steps taken toward resolution, solutions, and work to provide excellent service and initiatives.
Note: These positions will provide support for a variety of technology-enabled spaces at Miami University. We are looking for candidates with computer support skills but specifically, audiovisual support skills.
Duties Related to Support Analyst I, II or III: (Degree of responsibilities depend on level of appointment.)
Provide Tier I, II or III technical support to clients remotely or in the field by troubleshooting and resolving requests.
Troubleshoot Tier I, II/and or Tier III issues including software, hardware, audiovisual, and networking issues.
Emergency "on-call" rotation.
Escalate complex problems and work with other 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.
Appointment as Support Analyst l requires Associates degree earned by date of hire 0-1 years of experience.
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 these positions.
OEEO Statement: The University is committed to equal opportunity, affirmative action, and eliminating discrimination and harassment. Miami University does not discriminate on the basis of age, color, disability, gender identity or expression, genetic information, military status, national origin, pregnancy, race, religion, sex, sexual orientation or protected veteran status in its application and admission processes, educational programs and activities, facilities, programs or employment practices. Requests for reasonable accommodations/or disabilities related to employment should be directed to ADAFacultyStaff@MiamiOH.edu or 513-529-3560. Miami University's Annual Security and Fire Safety Report with information on campus crime, fires, and safety may be found at: http://miamioh.edu/campus-safety/annual-report/. Hard copy available upon request. A criminal background check is required. All campuses are smoke and tobacco free campuses.