Job Details

Job Location: Mount St. Joseph University - Cincinnati, OH

Position Type: Full Time

Education Level: 4 Year Degree

Job Category: Information Technology

Job Description Status: Exempt

Purpose: The Technical Support Analyst is responsible for technical support of integrated and diverse computer and content delivery systems. The candidate communicates with departments regarding the quality of their systems and implements strategies for improving technological performance under guidance. Must possess strong analytical skills to troubleshoot and solve problems efficiently while understanding the intertwined nature of Campus technology. Able to adapt, enhance and reuse current and future technology to the University's benefit.

Duties:

• Document, test, deploy, and/or modify computer systems or programs, including prototypes and cross-platform system images, based on and related to user or system design specifications.
• Apply systems analysis techniques and procedures, including consulting with users and utilizing knowledge of networking such as TCP/IP, DNS, DHCP, LAN/WAN, WIFI and QoS standards, to determine hardware, software or system functional specifications.
• Format and prepare digital content for delivery.
• Install, maintain, and troubleshoot desktop hardware, peripherals, and related software.
• Provide remote technical support by email, phone, and remote assistance apps.
• Prioritize a variety of tasks and varying volume of work.
• Transmit critical system information to campus community.
• Provide backup support for System Development & Network Analyst.
• Respond rapidly to technology related emergencies.
• Work independently while exercising discretion on system performance.
• Communicate effectively with departmental staff and management.
• Coordinate efforts with other units in the TIS department and ISS division.

• Engage in professional development to stay current with the demands of the position.
• Has a positive influence on the effective use of technology on campus.
• Perform additional duties as assigned.

Supervision Exercised: None

Supervision Received: Director of Technology Support Services.

Education: Bachelors degree in related field

Experience: Any in relevant technology related position

Specialized Training: Proficient in use of Microsoft Office programs

Or any combination of education, experience, or training that provides the required knowledge, skills, and abilities

Skills/Attributes

Customer Service:

• Exhibit a "customer first" orientation in providing exceptional service in all responsibilities and interactions demonstrating versatility in handling people and situations
• Adapt willingly and quickly to changing priorities, responsibilities, and students' (or other customers) needs and expectations; anticipate and identify students' (or other customers) needs
• Demonstrate an ability to facilitate transition and counsel students towards the realization of full educational potential
• Demonstrated ability to recognize, appreciate and serve culturally diverse populations, special needs, and others
• Available to rotate through multiple time frames of service operations
• Demonstrate an enthusiastic approach to duties and a commitment to liberal arts education

Teamwork:

• Collaborate well with others for a cohesive group
• Communicate, cooperate and collaborate well with others to achieve common office, department or University goals
• Willingly assists in various responsibilities as appropriate within the department and other areas of the university as appropriate as required during high service demand times

Communication:

• Develop and nurture an effective, productive, and respectful rapport and working relationship with students, faculty and staff co-workers, and various campus and community constituencies maintaining an appropriate level of professionalism
• Demonstrate strong interpersonal and organizational skills, a sense of humor, flexibility, and creativity
• Demonstrate strong written, telephone, and electronic (email and internet) communication skills and strengths in public speaking
• Communicate information clearly and concisely and listen well to others

Attention to Detail:

• Maintain a high level of accuracy, consistently reviewing work to detect errors, oversights, or omissions

Initiative:

• Take immediate and independent action when necessary assuming initiative for creative problem solving
• Demonstrate creativity and high energy
• Accomplish tasks with follow through to completion

Technical:

• Must possess an aptitude for technological development and its implications for appropriate automation of office; proficient in Microsoft Office

Work Environment, Physical Demands:

• Multiple service hours; computer data input; multiple concurrent tasks with service interruptions; extensive customer contact; strict confidentiality; detailed work.

To apply, please upload a cover letter, resume, and contact information with three professional references via Paycom.

A review of resumes will begin immediately and continue until the position is filled.

Please click here to review the University's Non-Discrimination Policy.

Mount St. Joseph University is an Equal Opportunity Employer