Support Analyst I

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Job Description Summary
Support Analysts provide support to clients in their use of technology, including software, hardware, audiovisual, and networking issues. Function as a support resource and assist other support staff, providing ongoing guidance to the clients and support team. Troubleshoot and solve technical issues related to the designated environment such as audiovisual technology infrastructure, ranging from audio systems, video processing, AV switching, control systems, computing, front-end projections and displays. Document resources used, steps taken toward resolution, solutions, and work to provide excellent service and initiatives.

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 Related to Support Analyst I
Provide Tier I technical support to clients remotely or in the field by troubleshooting and resolving requests.

• Troubleshoot Tier I issues including software, hardware, audiovisual, and networking issues.
• Emergency "on-call" rotation.
• Escalate complex problems and work with other Tier I, Tier II or Tier III staff to assure resolution.
• Document resources used, steps taken toward resolution, solutions, and work to provide excellent service and initiatives in the Knowledge Center Support Repository.
• Build positive relationships and serve as 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 and requests.
• Evaluate new computer hardware, software and audiovisual equipment for use at the University.
• Actively promote a customer-oriented environment in which the client is treated professionally and courteously.
• Demonstrate strong customer service skills including the ability to, diplomatically, patiently, and successfully handle customer complaints, problems, questions, conflict, and suggestions.
• Participate in cross-functional projects.
• Identify symptoms and break problems into distinct and manageable parts; interpret root causes associated with a given problem; seek other resources/expertise to define solutions; assist in solving intra-team problems.
• Demonstrate excellent oral and written communication skills including the ability to communicate technical information to a variety of audiences including end users and clients.
• Apply principles and processes of service levels to work; identify/highlight service problems.
• Participate in professional development activities.
• Perform other related duties as required or assigned.

 

Preferred Qualifications Related to Support Analyst I

• Knowledge of Audio, Video, Video Conference and Control Systems.
• Knowledge of Installation and mounting of AV equipment such as projectors, Flat panel televisions, brackets, etc.
• Experience testing and troubleshooting cabling and audio visual equipment.
• General knowledge of construction & the AV industry.
• Knowledge & experience with Windows desktop operating systems and desktop business software, such as Windows 7, Windows 10 and Microsoft Office.
• Knowledge & experience with Macintosh desktop operating systems and desktop business software, such as Mac OS X 10.11.x (EI Capitan), Mac OS X 10.15 (Catalina) and Microsoft Office.
• Experience with Google products such as Google Doc, Google Mail, Google Drive
• Experience supporting networked printers.
• Knowledge of the operation of computer-based and integrated audiovisual learning environments
• Experience with wired and wireless networks, IP Addresses, and DHCP
• Familiar with managing Windows using Group Policy, Imaging and other tools.
• 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

 

Minimum Qualifications:

• Appointment as Support Analyst l requires Associates degree earned by date of hire 0-1 years of experience.
• Visa support is not available for appointment to these positions.

 

Additional Position Information (if applicable)

 

Required Application Documents
Resume & Cover Letter

 

 

Special Instructions (if applicable)

None

 

 

Additional Information

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

 

This organization participates in E-Verify.

 

Remote Work
For positions that are approved for remote work: Remote work is not a right, it is a work arrangement that can be modified or revoked by Miami University at any time for any reason, including the convenience of the University.

Reasonable Accommodations
Requests for reasonable accommodations for disabilities related to employment should be directed to ADAFacultyStaff@miamioh.edu or 513-529-3560. Questions and follow-ups regarding requests should also be directed here.

Diversity Statement
Miami University is committed to creating an inclusive and effective teaching, learning, research, and working environment for all. For more information on Miami University’s diversity initiatives, please visit the Office of Transformational and Inclusive Excellence webpage. For more information on Miami University’s mission and core values, please visit the Mission and Core Values webpage.

Equal Opportunity/Affirmative Action Statement
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 ADAFacultyStaff@miamioh.edu or 513-529-3560.

Clery Act
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: http://www.MiamiOH.edu/campus-safety/annual-report/index.html, 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.

Labor Law Posters for Applicants

Please visit our Labor Law Posters webpage to access all relevant and applicable labor law information.