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Support Analyst III

Miami University
Oxford, OH

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COVID-19 Vaccination Policy:
All employees and students must be fully vaccinated by November 22, 2021. Employees must have received at least the first dose of the vaccine before beginning on-campus employment, be fully vaccinated within 30 days of beginning employment and provide proof of vaccination, unless exempted as provided for in Miami University's COVID19 Vaccination Program and Policy. If you need additional information regarding exemptions, please contact [email protected] or [email protected].

Job no: 499017
Department: Business & Infrastructure Services
Location: Oxford, OH
Work type: Salary Staff
Categories: Information Technology
Status: Full Time
Temporary: No

Job Title:Support Analyst IIISalary/Grade:


Hours Per Week:


Job Summary:

Under minimal direction, provide support to clients for relevant hardware and software. Function as a support resource and assist other support staff, providing ongoing guidance to the clients and support team. Troubleshoot, solve complex technical issues and recommend service improvements. related to the designated environment. Document solutions and work to provide excellent service and initiatives. This includes ensuring the team is working effectively, that all members are accountable to the team, mentoring staff at subordinate levels, and optimizing departmental effectiveness.

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/Physical Demands:

Provide Tier III technical support to clients remotely or in the field by identifying, tracking, troubleshooting and resolving requests. Work on complex issues proactively identify potential areas that may cause future problems. Recommend and assess impact of customer service improvements.
• Troubleshoot II and III technology issues including software, hardware, audiovisual, and networking issues.
• Emergency "on-call" rotation
• Escalate complex problems that cannot be resolved within the TSS team, and work with other non TSS Tier II & Tier III staff in the organization to assure resolution. 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.
• Document solutions and work to provide excellent service and initiatives in the Knowledge Center Support Repository.
• Organize and develop training, consulting, resources, support, and troubleshooting for clients, to include network software, application software, workgroup utilities and audio-visual equipment.
• Actively seek and build positive relationships and serve as a 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/requests related to the designated system. Identify major incidents, outages and security incidents when they are happening. Develop and document resolutions or workarounds for incidents that lack documentation resolution.
• Mentor others in evaluation of new computer hardware, software and audio-visual equipment for use at the University, leading teams and synthesizing recommendations.
• Mentor staff, in actively promoting a customer-oriented environment in which the client is treated professionally and courteously. Actively promote a customer-oriented approach throughout IT Services.
• 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.
• Participate in cross-functional projects. Identify roadblocks and report them to the team leadership.
• Mentor staff on how to identify symptoms and break problems into distinct and manageable parts; analyze and interpret root causes associated with a given problem; look at problems from other perspectives; seek other resources/expertise to define solutions; assist in solving intra-team problems.
• Write clearly and succinctly in a variety of communication settings and styles; get messages across that instigate appropriate actions.
• Demonstrate excellent oral and written communication skills including the ability to communicate technical information to a variety of audiences including end users and clients.
• Learn quickly and independently; seek opportunities to extend and deepen learning and effectively integrates new information and skills to enhance personal performance.
• Show initiative to make basic decisions in daily work where risk is low, saving manager time; gather inputs and come to practical/sensible solutions; identify and escalates more significant decision point appropriately.
• Accurately restate the opinions and needs of others; demonstrate patience and active listening.
• Apply principles and processes of service levels to work; identify/highlight service problems; seek to improve quality of service levels.
• Participate in professional development activities.
• Perform other related duties as required or assigned.

Minimum Qualifications:

Require Associates degree earned by date of hire and 4+ years of relevant experience. OR require 7 years of relevant experience.

Desired Qualifications:

• Bachelor’s Degree in a relevant field, earned by date of hire.
• 4-7 years of knowledge & experience with Windows desktop operating systems and desktop business software, such as Windows 7, Windows 10 and Microsoft Office
• 4-7years of knowledge & experience with Macintosh desktop operating systems and desktop business software, such as Mac OS 10.9.x (Mavericks), Mac OS X 10.11.x (EI Capitan) and Microsoft Office
• 4-7 Experience with Google products such as Google Doc, Google Mail, Google Drive
• 4-7 Experience supporting networked printers.
• 4-7 Knowledge of the operation of computer-based and integrated audiovisual learning environments
• 3-5 Knowledge of Audio, Video, Video Conference and Control Systems.
• 3-5 Knowledge of Installation and mounting of AV equipment such as projectors, Flat panel televisions, brackets, etc.
• 3-5 Experience testing and troubleshooting cabling and audio-visual equipment.
• Poses general knowledge of construction & the AV industry.
• 4-7 years of experience with wired and wireless networks, IP Addresses, and DHCP
• One or more of the following preferred not required:
ITIL Foundation Certification
CTS - Certified Technology Specialist
CTS-I Certified
Certified Crestron or AMX programming language
• Excellent verbal and written communication skills; including communicating technical information in terms understandable to the end user.
• Excellent customer service skills; including diplomatically, patiently, and successfully handling complaints, problems, questions, conflict, and suggestions.
• 4-7 years managing Windows using Group Policy, Imaging and other tools.
• Workload management skills; able to delegate student staff to manage workload needs.
• Basic people management skills; able to establish and maintain team relationships, develop programs to improve professional development, empower teams, respond to personal and professional needs and plan user training.
• Basic problem management skills; able to resolve problems throughout the information system lifecycle, including classification, prioritization and initiation of action, documentation of root causes and implementation of remedies.

EO/AA Statement/Clery Act:Miami University, an Equal Opportunity/Affirmative Action employer, encourages applications from minorities, women, protected veterans and individuals with disabilities. Miami University prohibits harassment, discrimination and retaliation on the basis of age (40 years or older), color, disability, gender identity or expression, genetic information, military status, national origin (ancestry), pregnancy, race, religion, sex/gender, status as a parent or foster parent, 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 for disabilities related to employment should be directed to [email protected] or 513-529-3560. As part of the University’s commitment to maintaining a healthy and safe living, learning, and working environment, we encourage you to read Miami University’s Annual Security & Fire Safety Report at:, which contains information about campus safety, crime statistics, and our drug and alcohol abuse and prevention program designed to prevent the unlawful possession, use, and distribution of drugs and alcohol on campus and at university events and activities. This report also contains information on programs and policies designed to prevent and address sexual violence, domestic violence, dating violence, and stalking. Each year, email notification of this website is made to all faculty, staff, and enrolled students. Written notification is also provided to prospective students and employees. Hard copies of the Annual Security & Fire Safety Report may be obtained from the Miami University Police Department at (513) 529-2223.Benefits Eligible:


A criminal background check is required. All campuses are smoke- and tobacco-free campuses.

For questions regarding reasonable accommodations for disabilities, or to follow-up with a request, please contact [email protected] or (513) 529-3560.

Advertised: 30 Jul 2021 Eastern Daylight Time


Nationally recognized as one of the country's most outstanding undergraduate institutions, Miami University is a public university located in Oxford, Ohio (35 miles north of Cincinnati), with regional locations in Hamilton, Middletown, and West Chester, Ohio, and the John E. Dolibois European Center in Luxembourg. Miami combines a wide range of strong academic programs with the personal attention ordinarily found only at much smaller institutions. A liberal education core complements the more specialized studies of the majors.

Along with an impressive number of opportunities to gain practical, hands-on and immersive experiences, Miami is distinguished by a faculty who enjoy teaching and mentoring students. Recognized as a "Public Ivy" by Richard Moll in his 1985 book about America's flagship universities, Miami is consistently recognized by U.S. News & World Report as one of the nation’s best schools for “unusually strong commitment to undergraduate teaching.” This commitment to teaching is demonstrated in the University's record of exceptional retention and graduation rates-which are among highest for NCAA Division I schools. Miami also regularly ranks among the top public doctoral university in the country for study abroad participation by undergraduate students.

Chartered in 1809, Miami is the 10th oldest public university in the nation. Enrollment includes almost 15,000 undergraduates and more than 2,200 graduate students on the Oxford campus, which is lauded for its exceptional beauty. The charming, historic uptown area of Oxford is adjacent to the campus.

Miami offers bachelor degrees in over 100 areas of study and master's degrees in more than 50 areas; the University also offers a number of doctoral degrees.

More information on Miami may be obtained via

Miami University is deeply committed to the success of every member of the community. At Miami, our mission is to empower each student, staff, and faculty member to promote and become engaged citizens who use their acquired knowledge and skills with integrity and compassion to improve the future of the community and the world.

The Office of Equity and Equal Opportunity (OEEO) exists to provide an inclusive, equitable, working, living, and learning environment to members of the Miami University community. OEEO provides members of the university community a place to obtain guidance for providing equal opportunity in personnel matters, and to resolve issues of harassment and discrimination

The Office of Equity and Equal Opportunity (OEEO) ensures that Miami University provides an equitable environment for students, faculty, and staff. This will be achieved with compassion, understanding, and fairness to all parties involved and act as a resource for all members of the university community.

Office of Diversity Affairs is located at 336 Shriver Center 3rd Floor. The Main Office line is (513) 529-6504.

Janine Todd, Program Associate
Mr. Gerald Yearwood, Senior Administrative Director
Dr. Juanita S. Tate, Director of Divisional Initiatives
Demere Woolway, Assistant Director of ODA & Coordinator of GLBTQ Services
Yvania Garcia-Pusateri, M.S., Assistant Director & Coordinator of Diverse Student Development

Office of Equity and Equal Opportunity is located at 219 E. Spring Street Oxford, OH 45056. The Main line is (513) 529-7157.

Kenya Ash, Director, Title IX Coordinator & Section 504/ADA Coordinator
Kristie Marcum, Associate Director
Tandy Hamm, Assistant Director
Janet Fink, Administrative Assistant

For a list of contacts involved in diversity-related efforts, see Diversity Contacts (PDF 229KB).

As part of institutional diversity and inclusion goals, our efforts diligently center on four core areas: recruitment, retention, curriculum and climate. These core areas are addressed through key initiatives that are tailored to faculty, staff, and students and are executed either through programs and support from our office or in collaboration with other university offices, departments, and programs. In addition, we also value relationships with our community partners who also work with us to promote diversity and inclusion at Miami.

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