American University
Technology Support Analyst
American University - Washington, District of Columbia, us, 20022
Work at American University
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Overview
Technology Support Analyst
American University is a student-centered research institution located in Washington, DC, with highly-ranked schools and colleges, internationally-renowned faculty, and a reputation for creating meaningful change in the world. Learn more about American University. Department: Customer Service Experience Time Type: Full time Job Type: Regular FLSA Status: Non-Exempt Work Modality: Full On Campus Presence Union: SEIU Local 500 - Provost & Enrollment Division This position is part of a collective bargaining unit represented by SEIU Local 500 - Provost & Enrollment Division. That means the terms and conditions of your employment are governed by university policy (including the Staff Personnel Policies Manual) and any collective bargaining agreement entered into between American University and SEIU Local 500 - Provost & Enrollment Division. Job Description: Summary The Technology Support Analyst is an integral part of the customer service team in Information Technology that provides front line, on-site technical support of AU faculty, staff, students, and guests at our Technology Support Desk in the University Library. They provide extensive, independent, on-site support and problem analysis for issues pertaining to AU-supported hardware, software, and network connectivity. The Technology Support Analyst is an expert in operating system, hardware, and software issues as they often work with complex and time-consuming problems. The Technology Support Analyst reports directly to the Director of Customer Service Experience along with the Team Lead, Technology Support Desk and the Manager, IT Help Desk. Essential Functions: Works directly with customers at our on-site Technology Support Desk to analyze and resolve issues pertaining to AU-supported hardware, software, and network connectivity reported by AU faculty, staff, students, or guests. Resets passwords and provides application support for the University-supported desktop applications, and troubleshoots PC and Macintosh computer configurations. Anticipates customer needs and offers additional assistance as needed. Tracks all reported service requests through the enterprise customer relationship management system (ServiceNow) to ensure a quick and consistent response to users. Updates the work history of all service requests daily to record current status and transfer relevant information for troubleshooting. Provides express support to all Faculty members at the Technology Support Desk. Collaborates with OIT staff to establish new and innovative means of supporting the computing needs of the AU community. This includes developing and testing new tools to simplify both our customers' and our own computing support environments, writing documentation in on-line and paper formats in order to facilitate communication between OIT and the user community, and completing other customer service projects. Monitors the support requests for the Technology Support Desk to identify patterns of reported problems. Researches and confirms the existence of systemic problems. Notifies the appropriate Director or system administrator and follows up with them to ensure that quality customer service is delivered in that the problem is dealt with in a timely manner. Provides general technical advice, support, training, and mentoring to coworkers and interns. Maintains technical currency through self-study and research of new developments in the field, and participation in OIT internal training or vendor-offered training opportunities, when available. Competencies: Acquiring and Analyzing Information Displaying Creativity Prioritizing and Organizing Serving Customers Supporting Coworkers Position Type/Expected Hours of Work: Full-Time. 35 hours per week. Occasional after hours availability is required. OIT staff are prohibited from taking non-emergency leave during the three-week period at the start of each semester, this includes the week before the start of the Fall and Spring term and the first two weeks of classes for the Fall and Spring term. Salary Range: $30.00 - $33.56 per hour. Required Education and Experience: Bachelor's degree or equivalent. 3-5 years of relevant experience. Preferred Education and Experience: Excellent interpersonal skills with demonstrated success in communicating in both oral and in written forms are required to effectively perform the duties of this position. Customer service orientation and the capacity to work in teams. Knowledge of common desktop applications (word processing, spreadsheet, database, presentation, electronic mail, etc.). Experience with incident tracking through a customer relationship management system. Proficiency with connecting computers to a local area network and the Internet. An understanding of computer hardware and operating systems (primarily Windows 10/1, Mac OS-X, Android, and iOS). Experience with Active Directory and Microsoft 365 is preferred. Benefits AU offers a competitive benefits package including a 200% matching retirement plan, tuition benefits for full-time staff and their families, several leadership development certificates, and has been recognized by the American Heart Association as a fit-friendly worksite. Click here to learn about American University's unique benefit options. Other Details: Hiring offers for this position are contingent on successful completion of a background check. Employees in staff positions at American University must deliver their services to the university from either the District of Columbia, Maryland, or Virginia, or perform work on-site at the university. Please note this job announcement is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice. American University is an E-Verify employer. Current American University Employees American University current employees must apply through their employee Workday account. If you are a current employee at American University, please log into Workday and select the Find Jobs report which will take you to our internal career listings. Contact Us For more information or assistance with the American University careers site, email theworkline@american.edu. American University is an equal opportunity, affirmative action institution that operates in compliance with applicable laws and regulations. The university does not discriminate on the basis of race, color, national origin, religion, sex (including pregnancy), age, sexual orientation, disability, marital status, personal appearance, gender identity and expression, family responsibilities, political affiliation, source of income, veteran status, an individual's genetic information or any other bases under federal or local laws (collectively "Protected Bases") in its programs and activities.
American University is a student-centered research institution located in Washington, DC, with highly-ranked schools and colleges, internationally-renowned faculty, and a reputation for creating meaningful change in the world. Learn more about American University. Department: Customer Service Experience Time Type: Full time Job Type: Regular FLSA Status: Non-Exempt Work Modality: Full On Campus Presence Union: SEIU Local 500 - Provost & Enrollment Division This position is part of a collective bargaining unit represented by SEIU Local 500 - Provost & Enrollment Division. That means the terms and conditions of your employment are governed by university policy (including the Staff Personnel Policies Manual) and any collective bargaining agreement entered into between American University and SEIU Local 500 - Provost & Enrollment Division. Job Description: Summary The Technology Support Analyst is an integral part of the customer service team in Information Technology that provides front line, on-site technical support of AU faculty, staff, students, and guests at our Technology Support Desk in the University Library. They provide extensive, independent, on-site support and problem analysis for issues pertaining to AU-supported hardware, software, and network connectivity. The Technology Support Analyst is an expert in operating system, hardware, and software issues as they often work with complex and time-consuming problems. The Technology Support Analyst reports directly to the Director of Customer Service Experience along with the Team Lead, Technology Support Desk and the Manager, IT Help Desk. Essential Functions: Works directly with customers at our on-site Technology Support Desk to analyze and resolve issues pertaining to AU-supported hardware, software, and network connectivity reported by AU faculty, staff, students, or guests. Resets passwords and provides application support for the University-supported desktop applications, and troubleshoots PC and Macintosh computer configurations. Anticipates customer needs and offers additional assistance as needed. Tracks all reported service requests through the enterprise customer relationship management system (ServiceNow) to ensure a quick and consistent response to users. Updates the work history of all service requests daily to record current status and transfer relevant information for troubleshooting. Provides express support to all Faculty members at the Technology Support Desk. Collaborates with OIT staff to establish new and innovative means of supporting the computing needs of the AU community. This includes developing and testing new tools to simplify both our customers' and our own computing support environments, writing documentation in on-line and paper formats in order to facilitate communication between OIT and the user community, and completing other customer service projects. Monitors the support requests for the Technology Support Desk to identify patterns of reported problems. Researches and confirms the existence of systemic problems. Notifies the appropriate Director or system administrator and follows up with them to ensure that quality customer service is delivered in that the problem is dealt with in a timely manner. Provides general technical advice, support, training, and mentoring to coworkers and interns. Maintains technical currency through self-study and research of new developments in the field, and participation in OIT internal training or vendor-offered training opportunities, when available. Competencies: Acquiring and Analyzing Information Displaying Creativity Prioritizing and Organizing Serving Customers Supporting Coworkers Position Type/Expected Hours of Work: Full-Time. 35 hours per week. Occasional after hours availability is required. OIT staff are prohibited from taking non-emergency leave during the three-week period at the start of each semester, this includes the week before the start of the Fall and Spring term and the first two weeks of classes for the Fall and Spring term. Salary Range: $30.00 - $33.56 per hour. Required Education and Experience: Bachelor's degree or equivalent. 3-5 years of relevant experience. Preferred Education and Experience: Excellent interpersonal skills with demonstrated success in communicating in both oral and in written forms are required to effectively perform the duties of this position. Customer service orientation and the capacity to work in teams. Knowledge of common desktop applications (word processing, spreadsheet, database, presentation, electronic mail, etc.). Experience with incident tracking through a customer relationship management system. Proficiency with connecting computers to a local area network and the Internet. An understanding of computer hardware and operating systems (primarily Windows 10/1, Mac OS-X, Android, and iOS). Experience with Active Directory and Microsoft 365 is preferred. Benefits AU offers a competitive benefits package including a 200% matching retirement plan, tuition benefits for full-time staff and their families, several leadership development certificates, and has been recognized by the American Heart Association as a fit-friendly worksite. Click here to learn about American University's unique benefit options. Other Details: Hiring offers for this position are contingent on successful completion of a background check. Employees in staff positions at American University must deliver their services to the university from either the District of Columbia, Maryland, or Virginia, or perform work on-site at the university. Please note this job announcement is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice. American University is an E-Verify employer. Current American University Employees American University current employees must apply through their employee Workday account. If you are a current employee at American University, please log into Workday and select the Find Jobs report which will take you to our internal career listings. Contact Us For more information or assistance with the American University careers site, email theworkline@american.edu. American University is an equal opportunity, affirmative action institution that operates in compliance with applicable laws and regulations. The university does not discriminate on the basis of race, color, national origin, religion, sex (including pregnancy), age, sexual orientation, disability, marital status, personal appearance, gender identity and expression, family responsibilities, political affiliation, source of income, veteran status, an individual's genetic information or any other bases under federal or local laws (collectively "Protected Bases") in its programs and activities.