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    Computer Support Analyst I - Pittsburgh, United States - Duquesne University

    Duquesne University
    Duquesne University Pittsburgh, United States

    1 week ago

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    Description

    Computer Support Analyst I - Computing and Technology Services (CTS)


    Salary:
    Commensurate with experience


    Benefits:
    Generousbenefits include paid time off including holidays and vacation, retirementmatch, and tuition remission for employee and dependents. Details at

    Location:
    Computing and Technology Services(CTS)


    Position Status:
    Full-time


    Hours:
    Varied

    Position Number: 440506/10-922


    FLSA Status:
    Exempt


    POSITIONSUMMARY:


    The Computer Support Analyst I is part of the ITSS support servicesdirectorate functioning with in the Computing and Technology ServicesDepartment (CTS).

    The Computer SupportAnalyst I will operate in a tier two organizational unit focused on the supportand service of all edge computing software and apparatuses.

    The Computer Support Analyst I will report toThe Manager of Endpoint Operations. TheComputer Support Analyst I is responsible for the review, testing andimplementation of deployment software, and hardware management services.

    TheComputer Support Analyst I will coordination their assigned projects andsystems administration duties with the Endpoint Management teams and with allother tier two organizational units under CTS that exist in the scope of theirassigned duties.

    The Computer Support Analyst I will document and track theirassigned duties through the university's ITSM solution and change managementprocesses to bring assigned projects to fruition.

    The Computer Support Analyst I will work withCTS management on conveying all essential information pertaining to thesecurity, confidentiality and administration of computing data on edge managedsystems and work in conjunction with the departmental technical managingpartners across the university.


    The Computer Support Analyst I's primary responsibility is to excellentlysupport the technology requests and incidents of the university staff. The ComputerSupport Analyst I will configure, deploy, and provision University owned edgetechnology. The Computer Support AnalystI will troubleshoot and resolve technical problems associated with edgesoftware and hardware. The ComputerSupport Analyst I will utilize CTS hosted management tools to maintain campusdesktop computer security and stability. The Computer Support Analyst I willcollaborate with other CTS teams to maintain end user services. The Computer Support Analyst I can be calledupon to support technology security incidents and service outages.

    The Computer Support Analyst I is acollaborative member of the Endpoint Operations team and participates inmultiple cross team project groups.

    The ComputerSupport Analyst I will provide recommendations for purchase of edge technologyand stays current with the University standard specifications.

    The Computer Support Analyst I willcollaborate with the campus computer store to maintain the highest affordable /supportable standards in edge hardware and software technologyspecifications.

    The Computer SupportAnalyst I is responsible for maintaining certifications associated with therepair and maintenance of edge technology.

    The Computer Support Analyst I is required to be able to workindependently and prioritize their work consistent with the end user needs andthe overall Technical Services workflow.

    The Computer Support Analyst I will participate in the development andmaintenance of procedural documentation associated with the management,deployment and security of edge technology.

    The Computer Support Analyst I's focus is to be pro-active regardingsoftware configuration and end user computer access and security. The Computer Support Analyst I will makebusiness smart recommendations regarding the implementation of technologyconfigurations to university departments.


    DUTIESAND RESPONSIBILITIES:

    The Computer Support Analyst I will provide technical supportdirectly to departments and users of computing endpoint resources acrosscampus. This will require exceptional customer service in person, via phone,and utilize remote tools as appropriate. The Computer Support Analyst I will be a consultant, trainer, andimplementor of new computer hardware, software, and departmental services.


    The Computer SupportAnalyst I will work with their supervisor to organize their priorities anddocument their efforts through the CTS problem incident, change management andproject tracking systems.


    The ComputerSupport Analyst I will work as a support services liaison to other CTS teams,such as Infrastructure, Information Systems, Information Security, and theComputer Store, and extended technology partners around campus.

    This role will be required to integrate theplans and projects of the Engineering team into technology landscape of ourtech partners areas.

    The ComputerSupport Analyst I will work with Endpoint Engineering for maintaining thecomprehensive edge technology asset information for the departments endpointcomputing systems.

    The producedactionable reports will be relevant for edge computing compliance andtechnology life cycle management.


    TheComputer Support Analyst I will be an incident response member of the SecurityIncident Response team providing key edge support information and detailedremediation efforts for active PII and security threat responses during atechnology security event.


    The Computer Support Analyst I will research new pertinentdesktop support and deployment technologies and services that support andpromote automation and endpoint deployment efficiencies.

    Completes other duties as assigned.


    SUPERVISORY RESPONSIBILITIES:
    Supervises student employeesonly.

    Guides work of others who perform thesame work.

    May organize, set priorities, schedule and review work, but has noresponsibility to hire, terminate, reviewing performance or make pay decisions,e.g., Lead position.


    REQUIREMENTS:


    Minimum qualifications:


    Bachelor's of Science in computer science, computer information systems or a related fieldfrom an accredited institution and 3-5 years of experience.

    Dell Tier II supportcertification for hardware.

    JAMF Pro 100 level certificationwithin 1 year of date of hire.

    Active directory group policy management and Microsoft Powershell fundamental training within 1 year of date of hire.

    Current valid PA Driver's license.

    Minimum three to five years of extensive customerfacing desktop service support in both Apple and windows platforms.

    Minimum of three years' experience deploying Windows and Apple computers ina managed enterprise environment utilizing services such as Microsoft Manager,JAMF, Microsoft Deployment Toolkit and utilizing an Active Directory objectmanaged environment.

    Experience with IP address management, and desktop related networkconfigurations and topologies.

    Experience with managed printer and print server technologies.

    Experience with operations and configurations Virtual technologies such asVWware and Microsoft Hyper-V.

    Experience with a Mobile device management platform.

    Experience with desktop security / PII software such as Sophos andSpirion. Performing the appropriate fileand security remediations produced by the software management portals.

    Experience with cloud-based technologies such asAzure, Azure Labs, Microsoft Cloud Management gateway, and Hosted JAMF Pro.

    Alternately, the successful candidate may possess any equivalent combination ofexperience and training, which provides the knowledge, skills and abilitiesrequired to perform the essential job functions.


    This includes, but is notlimited to, the following:

    The Computer Support Analyst I position is a customer facing position thathas a primary role of desktop service and support to our campus end usercommunity.

    This position requires theindividual to be well communicated and flexible to work between groups anddepartments to fulfill the job functions assigned.

    The Computer Support Analyst I is required to be customer focused andassimilate the needs of the end user into all the operations and administrativesystems that they are involved in.

    Theposition works between two separate teams and maintains vital roles in both,this requires attention to and prioritization of assigned duties in their workqueue.

    The Computer Support Analyst Irequired the individual to be knowledgeable of the end user's needs and equallyknowledge of the administration and deployment technologies to meet and exceedtheir expectations.

    This position has various degrees ofsystems administration responsibility.

    All system testing and development is done in a virtual and testenvironment, requiring the decisions and skill set of a systems administrator.

    This work requires various types ofserver builds and configurations to establish scope and project impact. The individual is responsible for manageingtheir assigned service, this duties will include patch management servicequality, change management and high availability

    The Analystreviews technical documentation, knowledge base data, and other sources togenerate solution scenarios for edge technology issues.

    The Analyst often faces multiple solutionsand must be able to choose the solution that best integrates into theUniversity's overall technology environment.

    This position must be mentally agile and anticipate technologyenvironmental changes and be forward thinking.

    The ComputerSupport Analyst I will be required to create and give presentationsrepresenting their initiative to the campus technology committees. Periodic updates and reports are expected.

    Commitment to the University's values of diversity, equity and inclusion, andrecognition of the importance of treating each individual with dignity andrespect consistent with the University's Mission.

    Demonstrated experience with, andunderstanding of, the broad diversity of the University community (students,faculty, staff and others).
    Ability toestablish and maintain effective working relationships with the UniversityCommunity.

    Ability and willingness to contribute actively to the mission of the Universityand to respect the Spiritan Catholic identity of Duquesne University.

    Themission is implemented through a commitment to academic excellence, a spirit ofservice, moral and spiritual values, sensitivity to world concerns, and anecumenical campus community.


    APPLICATIONINSTRUCTIONS:
    Applicants are asked to submit a cover letter, resume, and contact informationfor three professional references.

    Catholic in its mission and ecumenical in spirit, Duquesne University valuesequality of opportunity as an educational institution and as an employer.

    Weaspire to attract and sustain a diverse faculty and staff that reflectscontemporary society, serves our academic goals and enriches our campuscommunity.

    We particularly encourage applications from members ofunderrepresented groups and support dual-career couples through our chartermembership in thisregion's HERC ).

    We invite applicants for this position to learn more about our university andits Spiritan heritage byvisiting invited to campus for an interview may be asked about ways in which theysee their talents contributing to the continued growth of our community andfurthering its mission.

    Duquesne University was founded in 1878 by its sponsoring religious community,the Congregation of the Holy Spirit. Duquesne University is Catholic inmission and ecumenical in spirit. Motivated by its Catholic identity,Duquesne values equality of opportunity both as an educational institution andas an employer.
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