IT Service Support Analyst 2 Job at The Ohio State University in Columbus

Overview

Job Title: IT Service Support Analyst 2

Department: Arts and Sciences | Information Technology

Functions as a member of the Arts and Sciences Technology Services (ASCTech) Operations - Support team. Provides hardware and software support to IT users in the College; maintains IT users' hardware and software; troubleshoots and resolves problems; installs and deploys new/upgraded hardware and software; tracks calls; follows and develops procedures; provides technical advice and guidance to IT users; recommend solutions and services to meet IT users' needs; mentors and coaches student employees; may require occasional evening or weekend hours. Other duties as assigned. Requires successful completion of background check.

Responsibilities

• Provide hardware and software support to IT users in the College; troubleshoot and resolve issues; install and deploy hardware and software.
• Track calls and follow and develop procedures; provide technical advice and guidance to IT users; recommend solutions and services to meet IT users' needs.
• Mentor and coach student employees; may require occasional evening or weekend hours; perform other duties as assigned.
• Complete background check as part of the employment process.

Qualifications

• Required Experience:
• Bachelor's degree or equivalent combination of education and experience. Two years of relevant experience.
• Demonstrated proficiency with Windows and Macintosh operating systems; working knowledge of PC and Macintosh hardware; demonstrated proficiency with Microsoft Office applications and common Web/Internet applications; working knowledge of supporting end-user computers in a LAN environment.
• At least 1 year of experience working in a customer-focused role; demonstrated ability to work with customers to deliver services and resolve issues; demonstrated problem solving/troubleshooting skills.
• Proven ability to communicate clearly both orally and in writing.

• Desired Experience:
• Demonstrated proficiency with Linux and previous experience using remote control desktop support applications such as SCCM, Jamf/Casper or Bomgar.

Additional Information

The College of the Arts and Sciences Department of Information Technology is seeking an IT Service Support Analyst 2. The College of Arts and Sciences is the largest college and the academic heart of the university. The College hosts 81 majors. With 38 departments, 20+ world-class research centers, and more than 2,000 faculty and staff members, students have the unique opportunity to study with the best artists, scholars, and scientists in their field.

The pay range for this job profile is $26.78 - $30.84. The offer for this position will fall within this range based on internal equity, the unit's available budget, and the candidate's qualifications.

Location: Mathematics Tower (0007)

Position Type: Regular

Scheduled Hours: 40

Shift: First Shift

Additional Requirements

Final candidates are subject to successful completion of a background check. A drug screen or physical may be required during the post offer process.

EEO and Application Information

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The university is an equal opportunity employer, including veterans and disability.

As required by Ohio Revised Code section 3345.0216, Ohio State will educate students by means of free, open and rigorous intellectual inquiry to seek the truth; equip students with the opportunity to develop intellectual skills to reach their own, informed conclusions; not require, favor, disfavor or prohibit speech or lawful assembly; create a community dedicated to an ethic of civil and free inquiry, which respects the autonomy of each member, supports individual capacities for growth and tolerates differences in opinion; treat all faculty, staff and students as individuals, hold them to equal standards and provide equality of opportunity with regard to race, ethnicity, religion, sex, sexual orientation, gender identity or gender expression.