Support Analyst II

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Job Description Summary
Under general direction, 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. Document resources used, steps taken toward resolution, solutions, and work to provide excellent service and initiatives.

Job Description
Essential Duties :

• Provide Tier II technical support to clients remotely or in the field by identifying, tracking, troubleshooting and resolving requests using appropriate tools and applications. Work on complex issues and proactively identify potential areas that may cause future problems
• Emergency "on-call" rotation
• Escalate complex problems that cannot be resolved to the appropriate SME within TSS or another IT unit, and work with Tier I staff to assure resolution. Assist subordinate staff on balancing excellent customer service with efficient operations
• Document resources used, steps taken toward resolution, solutions, and work to provide excellent service and initiatives in the Knowledge Center Support Repository
• Assist with the organization and development of training, consulting, resources, support, and troubleshooting for clients, to include network software, application software, workgroup utilities and audio visual equipment
• 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/requests related to the designated system; Identify major incidents, outages and security incidents when they are happening
• Assist with the development of document resolutions or workarounds for incidents that lack documentation resolution
• Evaluate new computer hardware, software and audio visual equipment for use at the University, leading teams and synthesizing recommendations.
• Actively promote a customer-oriented environment in which the client is treated professionally and courteously. Actively promote a customer-oriented approach throughout IT Services
• Demonstrate strong customer service skills including the ability to constructively, 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; analyze and interpret root causes associated with a given problem; look at problems from other perspectives; seek other resources/expertise to
  define solutions; assist in solving intra-team problems
• Write clearly and succinctly in a variety of communication settings and styles; get messages across that instigate appropriate actions
• Demonstrate excellent oral and written communication skills including the ability to communicate technical information to a variety of audiences including end users and clients
• Learn quickly and independently; seek opportunities to extend and deepen learning
• Show initiative to make basic decisions in daily work where risk is low, saving manager time; gather inputs and come to practical/sensible solutions; identify and escalates more significant decision point appropriately
• Accurately restate the opinions and needs of others; demonstrate patience and active listening
• 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

Minimum Qualifications:

• Require Associates degree and 2+ years of relevant experience; (OR)
• Require 5 years of relevant experience

Preferred Qualifications:

• Infocomm Audio Visual Technologist Certificate
• Associates Degree in a relevant field, earned by date of hire and 2+ years of relevant experience
• 2-5 years of knowledge & experience with Windows desktop operating systems and desktop business software, such as Windows 7, Windows 10 and Microsoft Office
• 2-5 years of knowledge & experience with Macintosh desktop operating systems and desktop business software, such as Mac OS 10.9.x (Mavericks), Mac OS X 10.11.x (EI Capitan) and Microsoft Office
• 2-5 years of experience with Google products such as Google Doc, Google Mail, Google Drive
• 2-5 years of experience supporting networked printers
• Knowledge of the operation of computer-based and integrated audiovisual learning environments
• 1-2 years of knowledge of Audio, Video, Video Conference and Control Systems
• 1-2 years of knowledge of Installation and mounting of AV equipment such as projectors, Flat panel televisions, brackets, etc.
• 1-2 years of experience testing and troubleshooting cabling and audio visual equipment
• Poses general knowledge of construction & the AV industry
• 2-5 years of experience with wired and wireless networks, IP Addresses, and DHCP
• Familiar with managing Windows using Group Policy, Imaging and other tools

Required Application Documents

• Resume & Cover Letter

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.