Education STEM OPT Jobs in Ohio

Job Title:

Senior IT User Support Analyst

Physical Location:

Kent Campus - Kent, OH

Salary:

$46,977 - $51,069

Basic Function:

Under general supervision, provides support to end users for PCs, servers, peripherals, applications, hardware and mobile devices. Resolves problems that the first-tier of help desk support is unable to resolve. Reports to designated administrator.

Examples of Duties:

Duties/essential functions may include, but not be limited to, the following:

• Configure, install, monitor and maintain users’ computers and mobile hardware.
• Configure, install, monitor and maintain users’ software.
• Accountable for the installation of operating systems on hardware, supporting multiple platforms; maintain computer images and imaging workflows.
• Make hardware and software recommendations to stakeholders.
• Communicate with users to help understand and resolve problems, including status updates on requests, expectation management and pending projects.
• Communicate with stakeholders on pending projects and IS initiatives.
• Conduct research on new technology as requested.
• Simulate or recreate user problems to resolve operating difficulties; recommend systems modifications to reduce user problems.
• Escalate more complex problems to expert/management level or Tier 3 as necessary.
• Prioritize efforts on local support level as emergent issues arise.
• Provide end-user training for standard applications (MS Office, Google apps, browser support); may also perform basic training for area-specific applications.
• Create and maintain documentation of departmental technologies; may include area-specific applications and their usage.
• Perform syncing/troubleshooting of mobile operating systems and devices, make recommendations to functional unit based on university standards; may leverage additional knowledge of mobile device functionality to recommend and support potential business functions.
• May supervise student employees; assist student employees with resolving user problems.
• May coach new employees and help them resolve user problems.
• Perform related duties as assigned.

JOB COMPETENCIES:

• Work effectively with limited oversight.
• Identify and escalate highly unusual or very complex issues to supervisor or manager.
• Exercise routine decision making on behalf of users.
• Create procedures for supported units.
• Work with supervisor on projects.

Minimum Qualifications:

Bachelor’s degree and 1 year of relevant professional experience in user support.
Or an Associate’s degree and 3 years of relevant professional experience in user support.
Or comparable relevant professional experience in user support equivalent to 5 years.

License/Certification:

None.

Knowledge Of:

- Problem diagnosis, reporting and monitoring tools and processes
- Selection, installation, configuration, troubleshooting and repair of end-user devices (pc's, printers, peripheral devices)
- Installation, configuration and maintenance of desktop operating systems, infrastructure services
- Data security best practices and administration of access to departmental data and hardware assets

Skill In:

- Meeting and communicating with departmental supervisors and managers and stakeholders to better understand business needs
- Interpersonal communication to effectively interact with University personnel and public in person and over the telephone
- Dealing diplomatically with internal and external constituents under stressful conditions

Ability To:

- Conduct end-user training
- Communicate effectively orally and in writing directly to end-users with status updates on requests, expectation management, and pending projects
- Prioritize issues on local support level as emergent issues arise
- Create and maintain effective documentation
- Provide work direction and guidance to others

Preferred Qualifications:

None.

Assessments:

Asterisk (*) indicates knowledge, skills, abilities which require assessments.

Working Conditions / Physical Requirements:

None.

Working Schedule:

Monday - Friday 8 AM - 5 PM or otherwise discussed with your supervisor.

Additional Information:

Kent State University is committed to creating a community that is culturally and intellectually diverse and to attracting and retaining a diverse staff. We strive to create and maintain working and learning environments that respect differences, and are inclusive, welcoming, respectful and kind.
Must pass a security check.

We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.

Kent State University is a Smoke-Free, Tobacco-Free University effective July 1, 2017. Smoking and tobacco use are not permitted on any of Kent State’s campuses or other locations and properties that are owned, operated, or leased by Kent State, both domestic and international. For additional details, visit www.kent.edu/smoke-free.

Disclaimer:

The intent of this description is to illustrate the types of duties and responsibilities that will be required of positions given this title and should not be interpreted to describe all the specific duties and responsibilities that may be required in any particular position. Directly related experience/education beyond the minimum stated may be substituted where appropriate at the discretion of the Appointing Authority. Kent State University reserves the right to revise or change job duties, job hours, and responsibilities.