IT Support Analyst

IT Support AnalystThe IT Support Analyst will provide first-tier and second-tier support to a diverse population of students, faculty, and staff. This individual is part of the Client Services team and serves as one of the initial points of contact for troubleshooting all IT-related issues, including hardware, software, passwords, campus printing and network access. They are responsible for following and making recommendations to methods, policy, procedures, and work-flow plans. This position is located at 20 Beech Street and reports to the Director of Client Services.The following outlines the primary functions of the position and is not to be considered a detailed description of all inherent duties.Provide direct support to users requesting assistance with various devices, software utilization, campus printing and network connectivity.Answer support desk phone calls and provide walk-in support.Create, manage, install, and deploy computer images and software packages using Microsoft System Center Configuration Manager.Prepare, install, update and deploy virtual desktops and software packages using a virtualization solution such as VMware.Email support: reset passwords, unlock accounts, create mailboxes and user accounts.Use remote access software to diagnose or assist users with problems.Troubleshoot and configure hardware, software, mobile devices, encryption, cloud storage and internet browser issues.Accurately record, update, and document incidents and requests into campus ITSM system and employ appropriate escalation procedures for unresolved tickets for timely and successful resolution.Assist in maintaining a comprehensive knowledge base of user guides by ensuring that all necessary documentation exists and is up-to-date.Create documentation, training videos and participate in cross-training with other staff members.Assist with the hiring, training and mentoring of student assistants.Assist with monitoring critical support issues during off-hours, swiftly acting on trouble or service outage situations. Provide on-call support and staffing for special events as needed.Operate University vehicles as needed to transport equipment and provide IT support at University locations.Perform other duties as requested by the Director of Client Services, and CIO.Strong team player, excellent communication skills both written and verbal with a positive focus toward user experience. Ability to interact with a diverse population to resolve incidents and requests. Understands and values technology, keeps pace with industry practices, is eager to embrace emerging technologies. Proficient with the Administration of Microsoft System Center Configuration Manager, and VMWare virtual desktop. Familiar with Active Directory. Proficient with Windows 10, 11, and macOS as well as Office 365. Strong technical aptitude with analytical, problem-solving, and troubleshooting skills. Able to identify problems, use good judgment, prioritize, take action, and provide solutions. Takes initiative without being prompted; utilizes strategic and innovative thinking.Associate's Degree or vocational preparation in Computer Science or Computer Information Systems is required. Bachelor's Degree Preferred.Relevant work experience in a technical support call center.Prior experience in an educational environment, preferably Higher Ed.A personal smartphone with an active data, call, and text plan is preferred for work-related communications.Work is normally performed in a typical interior/office work environment. The position may require lifting and carrying computer workstations and monitors for short distances. The position may involve working in an environment where service animals are present. Employees must be able to perform the essential functions of the position, with or without reasonable accommodation.Must successfully pass a background check. Must possess and maintain valid driver's license, pass the University's Van Skills Class, and maintain insurability under the University's vehicle insurance planReview of completed applications will begin immediately and continue until the position is filled. Interested candidates should submit a resume and cover letter via the "To Apply" link on Baldwin Wallace University's Employment and Careers webpage. We appreciate all applicants; only those selected for an interview will be contacted.Employment is contingent upon successful completion of a background check, meeting applicable pre-employment requirements, and compliance with University and departmental policies, including completion of required training.Baldwin Wallace University is an EEO employer and educator. We provide reasonable accommodations to applicants and employees in accordance with applicable federal, state, and local laws. At BW, we support and encourage diversity in a variety of forms. We value and appreciate inclusive excellence in the classroom, within extracurricular activities and as we engage our community partners.