Technical Support Analyst

University of Iowa Center for Advancement

Provides first- and second-level support for all end-user computer hardware and software used within the organization. Responsible for first-level support of all other incidents and requests. Responsible for responding to Help Desk tickets, deploying I.T. equipment, developing software images, testing patches, training end-users, and evaluating best support actions based on available resources.

• Assists with the administration of asset management (Planning, Procurement, Provisioning, Maintenance, Retirement) for all UICA end user hardware and software

• Responsible for the installation, diagnosis, repair, maintenance, and upgrade of computer hardware, peripherals and equipment to ensure optimal workplace performance

• Gathers detailed hardware and software inventory information and provides input about hardware and software purchases and redistribution; oversees IT-related asset purchases on an organization-wide basis; maintains organization-wide software licenses

• Maintains the IT Service Desk ticketing system and troubleshoots help desk requests and incidents; provides escalation and notification to stakeholders of customer-related issues or outages; provides analysis of ticketing trends through reporting

• Participates on change advisory board; makes recommendations regarding change requests, implements changes relative to desktop equipment

• Provides analysis of ticketing trends through reporting; assists in developing KPIs for performance measurement

• Seeks and capitalizes upon opportunities to increase internal client satisfaction and deepen client relationships

• Uses effective problem management to eliminate recurring incidents and ensure IT services availability and quality are increased

• Serves, along with help desk colleagues, as a primary communication point for all news and updates affecting technology and its performance

• Assists in developing and maintains policies, procedures, and standards required for the purchasing, deployment, use, maintenance, and support of IT software and hardware assets

Education & Experience:

  • Associate’s degree and 2 years, OR bachelor’s degree and 1 years relevant experience preferred; equivalent combination of education and experience will be considered
  • CompTIA A+, Microsoft Office Specialist certification preferred (must be obtained within 6 months of hire) 

 

Job ID: 71869

Posted 20 days ago

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