IT Support Analyst (Job 9228)

Case Western Reserve University
44106, Cleveland

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Administrative Jobs

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Working under general supervision, the Information Technology (IT) Support Analyst will provide central technical and service leadership for implementation and continual improvement of information technology services, security, and support (for the Schools in the Health Education Campus with a focus on the School of Nursing (SON) and backfill for the School of Medicine (SOM)) to include: managing help desk (Technology Bar); ensuring timely and quality completion of requests for service; implementing University information security policies and standards in research, academic and administrative systems; managing new computer deployment; coordinating support between various units; managing IT devices and working with service vendors; and ensuring excellent customer relations and service.

The IT Support Analyst will manage existing and develop and/or deploy new backend IT tools offered for computers, peripherals, mobile devices (e.g. phones, tablets, etc.), operating system and application software, cloud-based resources, and data backup services. The IT Support Analyst will collaborate with supervisor in providing network administration and Active Directory Service along with Group Policy Management.


  1. End user technical support:  Manage and optimize IT user and system support resources, services, workflow of the Help Desk/Technology Bar for faculty, staff, and students.  Coordinate repairs with IT vendors and service providers and assure that any computer related problems are addressed and resolved.  Analyze service calls and emails submitted by staff/faculty/students to determine patterns. Continuously work with other UTech units and vendors to discuss issues, identify areas of improvement, and provide recommendations to plan, design, build and improve IT.  Support the daily operations of the Avocor and TEC classroom and printer/copier equipment.  Ensure endpoint management is performed in accordance with university standards for information protection.  Develop and manage support resources and ensure ongoing maintenance. (20%)
  2. Technical support for shared services including supporting and maintaining approved hardware and software use for all end users, including the use of computer laboratories and classrooms to ensure an operational state of all equipment; supporting all IT operations covered by the school.  Developing and managing support resources and ensure ongoing maintenance; Install and setup all newly purchased computer hardware and software for users and update current hardware as needed; Implementing established [U]Tech controls available to protect IT systems from physical and online risks; Promoting “green” computing practices while coordinating e-Cycling technology repurposing and e-Waste disposal initiatives; and managing and monitoring IT inventory of all equipment. (20%)
  3. Lead the information technology security and privacy efforts for the assigned area. Monitor and maintain IT security compliance in accordance with IT standards, processes, and procedures and in conjunction with the University’s Information Security Office. Develop, recommend, and execute procedural changes and implementation plans to increase compliance and to preclude security risks in research, scholarship, academic, performing arts and administrative infrastructure and processes for computing devices, data visualization, media production, communications, auditing/reporting and data backup systems. Manage and identify PC security breaches and report to the Information Security Office. Work with and assist the Information Security Office with security incidents; by performing procedures to analyze and interpret logs, monitor security of systems via Antivirus system; interview faculty and staff, and counsel to determine appropriate solutions.  (15%)
  4. Develop and manage local support for collaboration technologies such as Google sites/drive/calendars, web conferencing, videoconferencing, telepresence, social networking, unified communications, etc. Facilitate staff use of CWRU enterprise IT systems and university-contracted cloud infrastructure and services for administration, research, communications, teaching and learning. Define and revise policies and procedures related to technology use and support in the school. Optimize user ability and best practices for innovative use of administrative software and tools used throughout the school for research, administration, teaching and learning.  Assist the HEC AV team with classroom technology. (15%)
  5. Provide system administration for Windows servers, systems, and technical projects such as inventory, endpoint backup, workflow and communication systems. Provide Active Directory Services support and administration as it relates to our servers and end-user devices. Audit and managed Windows Group Policy, as appropriate. (10%)
  6. Serve as Co-Administer, maintain, and support the administrative systems and maintenance of equipment used within the school such as Patch Manager, SCCM, etc.   Serve as a liaison between the companies and vendors of software hosting companies. Assist with other projects, such as HoloLens and Examsoft and other Test Sessions (10%)


  1. Work collaboratively with UTech colleagues by contributing technical expertise to new projects (according to UTech lifecycle) and systems. (2%)
  2. Participate in appropriate university committees, working groups or training sessions. (2%)
  3. Maintain an up-to-date knowledge of changing industry capabilities and practices that are related to the functional areas of the position. (1%)
  4. Perform other duties as assigned (5%)


Department: Frequent contact with [U]Tech staff (collaborating and discussing IT best practices and university standards to stay compliant with IT procedures.

University: Daily contact with HEC area faculty, staff, department administrators, and senior administration to advice regarding IT policies, practices and procedures; acquire feedback and consult with SON/SOM senior administration). 

External: Occasional contact with outside vendors and representatives (manage relationships and end user experience with vendors, technology pricing, and development of recommendations).  Occasional contact with IT staff from peer institutions (networking and communications regarding best practices, education, and aligning IT standards).

Students: Direct and continuous contact with students.


May supervisor student information technology workers   May supervise work of project team members (when assigned as project lead).  May ensure others comply with established standards.


Education/Experience:  Associates’ degree preferably in information technology or related field and 2 or more years of progressive experience; -OR- High school education and 5 years of experience OR Bachelor’s degree preferably in computer science, information technology.  Additional IT support experience preferred.


  1. Excellent PC skills, extensive knowledge of Microsoft Office 365 products, Google Apps (GSuite), data backup, Adobe Acrobat, standard email clients, network environments, networked printers, data/file storage, IT security techniques and support for hosted/cloud-based IT services, including Technology as a Service (TAAS), Software as a Service (SAAS), and Infrastructure as a Service (IAAS).
  2. Good troubleshooting, prioritizing, project analysis, project planning/organizing skills.
  3. A+ certification, Apple Certification, and other IT certifications, a plus
  4. Ability to monitor and maintain IT security compliance in accordance with IT standards, processes, and procedures.
  5. Ability to manage and maintain an Anti-virus software server and make sure endpoints are updated on a regular basis.
  6. Demonstrated knowledge of computer software imaging and software deployment.
  7. Some experience with Windows Server 20xx, Active Directory Services, and Group Policy Object Management.  Knowledge of SCCM is a plus.
  8. System administration skills for operating systems such as Microsoft Windows and Mac OS, preferred.
  9. Experience with relational databases such as SQL or MySQL; ODBC; SPSS, AMOS, and SAS, a plus.
  10. Self-starter willing to continually learn and to explore recommend and deploy innovative IT solutions for IT group processes and faculty/staff needs.
  11. Demonstrated ability to clearly communicate technical information to a non-technical audience, both orally and in writing, in English.
  12. Ability to look at situations from multiple perspectives, break problems into component parts, and look for underlying causes and think through the consequences of different courses of action. Ability to identify various types of problems along with the creation of workable solutions. Requires the identification and analysis of problems, evaluation of alternatives, and provision of solutions.
  13. Ability to work as a team member and also work with vendors, and IT colleagues across campus.
  14. Ability to recognize the importance of certain tasks and responsibilities and the ability to prioritize to ensure that deadlines are met.
  15. Ability to work effectively at all levels within an organization.
  16. Ability to respond to difficult, stressful, or sensitive interpersonal situations in ways that reduce or minimize potential conflict and maintains good working relationships among internal and external customers. The ability to recognize awkward or potentially embarrassing situations that sometimes arise. Always aware of tone and careful choice of words, while at the same time ensuring that the intended message is clear, polite and readily understood.
  17. Ability to develop in-depth understanding of client needs in order to be more helpful. The ability to consider how different audiences are likely to respond and choose the best method of communicating the message to each audience.
  18. Principles and practices of sound business communications. Including the ability to actively listen; responsive to verbal and non-verbal clues.  Ability to interact with colleagues, supervisors and customers face to face.
  19. Consistently models high standards of honesty, integrity, trust, openness and respect for the individual. Must have the ability to use discretion and good judgment on sensitive and important matters. Embraces diversity.
  20. Experience working with diverse populations and willingness to support a community commitment to diversity, equity and inclusion.
  21. Ability to be flexible in order to meet the constant changing scope and needs of the department, division and customers being served. Ability to work in a fast-paced environment while managing multiple projects. Ability to optimize the use of time and resources to achieve the desired results; effectively plans and organizes work to minimize crises; prioritized appropriately.
  22. Ability to meet consistent attendance.


Working conditions are typical of an office environment. Some scheduled work occurs outside normal business hours. On-call status and some off-hours work effort required. The employee will be required to carry a cell phone, during and after their normal work hours, including weekends to attend to after-hours emergencies. At times there will be higher than normal working pressure due to tight deadlines and interaction with multiple levels of faculty and administration. There are periods of high stress situations such as meeting project deadlines and the production of special projects.  Some heavy lifting of about 45 pounds may be required and there is bending and kneeling involved. The position requires typing on a computer keyboard and using a computer mouse and a printer. 


Working at Case Western Reserve University

Case Western Reserve University is among the nation's leading research institutions. Founded in 1826 and shaped by the unique merger of the Case Institute of Technology and Western Reserve University, Case Western Reserve is distinguished by its strengths in educationresearch, service and experiential learning. Located in Cleveland's University Circle, we offer nationally recognized programs in the arts and sciencesdental medicineengineeringlawmanagementmedicinenursing and social sciences.

Student enrollment exceeds 9,800 students, forty percent of whom are undergraduatesFacultyand students hail from more than 90 countries, with academic interests that reach every region of the world. Case Western Reserve, with the support of individuals, corporations and foundations, aids nearly 100 designated research centers.

As a service-oriented institution dedicated to civic leadership, Case Western Reserve seeks individually and collectively to prepare our students to improve the human condition and to direct the benefits of discovery toward a better society. This effort is not limited to the university's classrooms, laboratories, librariesresidence halls and athletic fields, but includes partnerships with many other institutions. We build these partnerships believing that our ability to improve the human condition should begin in our own community.

Case Western Reserve University remains Ohio's top-ranked school among the nation's premier national universities, as ranked by U.S. News & World Report and is the only Ohio institution ranked in the top 50 nationally. We promote a culture of inquiry marked by rigor, creativity, curiosity, innovation, respect, sensitivity and open communication of ideas.

The university supports interdisciplinary partnerships in education and research with numerous faculty holding joint appointments in more than one Case Western Reserve school or department, as well as at neighboring institutions. These relationships launched many of the unique pairings of science, business and liberal arts into the centers and programs that enhance the undergraduate and graduate experience at the university. Our dual degree programs enrich the educational experience for those students who choose to balance the technical requirements of engineering or the sciences with a strong interest in the humanities.

With more than $375 million in research funding annually, the university attracts outstanding undergraduate and graduate students along with renowned faculty whose research has made significant contributions to the way we live and work. Case Western Reserve counts 15 Nobel laureates among our alumni and current and former faculty, including the first American scientist to ever receive the prize.

Our students' experiences in cultural institutions, clinics, social service agencies and industry are not viewed as “extra-curricular,” but create the learning experience that defines a Case Western Reserve education. The university's service programs in the Cleveland Municipal School District have impacted more than 145,000 students with more than 43 signature programs. The university has launched more than 580 community partnerships on the local, national and international levels. Annually the university sponsors Case for Community Day, an event where hundreds of Case Western Reserve employees and students lend their time and talent to targeted community development projects in the Greater Cleveland area.

Our alumni number more than 110,000 and constitute a “who's who” of every profession. Alumni represent one of the university's strongest resources, playing a vital role in campus life through their work as advisors, mentors, friends and advocates.

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