Technical Analyst

Technical Analyst

Title Of Job: Technical Analyst

Primary Purpose The Technical Analyst must be a highly motivated and service oriented technical support specialist. The individual in this position is a member of a front line support team within Computing and Information Services that primarily provides on campus audio visual (AV) support and technical consultation and hardware and software support to campus users, which includes; troubleshooting, researching, analyzing and responding to a wide range of routine and complex issues or questions and requests for assistance. The technical analyst develops documentation and provides informal training for users on a wide range of software, hardware, and AV systems. A primary job function is serving as the first point of contact at the on campus CIS Help Desk for faculty, staff and students and tracking support requests through the CIS ticket system.

Job Duties And Responsibilities

• Provide support for campus computers, software, printers, AV systems, and on campus events that require media services.
• Document support requests in the CIS ticket system, including details related to the tasks performed for resolving the issue or request.
• Staff the on campus Help Desk and/or AV events according to the Technical Support and Media Services coverage schedules.
• While staffing the Help Desk adhere to standard work practices.Help Desk Duties 2.0
• While assigned to AV event support, adhere to standard work practices; provide assistance with in person and virtual setup, support to event organizer, operation and the removal of AV equipment.
• Troubleshoot software, hardware, and AV issues by researching, analyzing and/or contacting vendors to identify solutions or gain additional support.
• Using software tools to conduct remote support sessions if needed.
• Deploy hardware on campus to departments as needed, software and software upgrades; assess installations and ensure they function properly and meet user needs.
• Develop documentation for use by end-users and for internal CIS purposes.
• Support and maintain on campus lab computers and software.
• Provide in person and virtual training to staff, faculty and students who use common campus software, hardware and AV equipment.
• Collect and maintain hardware inventory records and software licensing information used for CIS services such as the Computer Upgrade Program (CUP) and the Loaner Program.
• Conduct research for more complex questions and requests for assistance; report back in a timely manner and document the proposed solution.
• Prepare and distribute electronic notifications to the campus for planned and unplanned systems and network events or problems.
• Proactively maintain technical skills and knowledge by staying up to date with new operating systems, browsers, and common campus applications such as Canvas, Microsoft 365, and Google Workspace.

Other Tasks

• Attend and actively participate in CIS Technical Support and Media Services and CIS department staff meetings.
• Support campus events that may occur outside of normal Help Desk hours, and maintain general knowledge of AV systems and event support options.
• Collect information and respond to systems and network emergencies.
• Practice common security standards by keeping sensitive data confidential and protecting shared admin passwords.
• Follow appropriate use guidelines for AI for security, operational compliance, data privacy, and using college-backed tools that safeguard institutional information
• Escalate urgent issues via phone and email to CIS managers.
• Meet and consult with faculty, staff and students regarding their computing needs; independently apply well-thought out technical judgment to recommend software and/or hardware as appropriate.
• Diplomatically act as the liaison between CIS and other College constituents.
• Work directly with other CIS teams to support data and technical needs for other departments.
• Identify solutions and strategies to support special projects; and act as the liaison between the other departments and CIS.
• Support the operations and cleanliness of the Sprague Learning Center, including maintaining lab spaces and student printing stations, and ensuring all help desk hardware is properly stored and secured.

Required Knowledge, Skills And Abilities

• Demonstrated ability to configure and troubleshoot Windows and macOS, PC and Mac hardware, and mobile devices (such as tablets and smartphones) on campus and via remote support tools where appropriate.
• A strong technical support background with knowledge that allows for quick resolution of common hardware and software issues.
• Excellent written and verbal communication abilities while supporting campus users.
• Excellent customer service skills.
• Desire to learn and work with new technologies and follow up on technical trends and news.
• Demonstrated ability to work well as part of a team and work well with individuals from different backgrounds and differing levels of information technology competency.
• General knowledge of campus wired and wireless networks with the ability to do basic troubleshooting of connectivity issues.
• Strong problem-solving and critical thinking skills to develop and test hypotheses.
• Ability to communicate technical concepts in simple terms.
• Ability to prioritize competing tasks with consistent follow-up.
• Working knowledge of AV equipment and common practices for recording and editing video.

Required Education And Experience

Education: High School Diploma or equivalency.

Experience: Any combination of post-secondary education, training and experience that provide the knowledge, skills and ability to perform the duties and responsibilities of the position.

Preferred Qualifications

• Passionate about and a strong focus on customer service, with a "white-glove" approach to every service interaction.
• Genuine interest in learning new technologies at a rapid pace.
• Enthusiastic approach to helping users and solving problems.
• Eager to understand business processes and propose improvements that create efficiencies or make use of existing or emerging technologies

Remote Work Eligibility:

Category B: All staff positions, regardless of remote work eligibility, require an initial 30-calendar-day on-campus work period. Based on an evaluation by the supervisor and area Vice President, this position is classified as Category B as defined in the College's Remote Work Policy, with occasional ad-hoc remote work flexibility (as needed). The approved remote work arrangements under Category B allow for up to one remote work day per week during the academic year and up to two remote work days per week during the non-academic year. Please note these days may vary depending on departmental and College needs.

Your standard working hours will generally be from 8:00 a.m. to 5:00 p.m., Monday through Friday, though these hours may vary depending on departmental and College needs. All remote work arrangements, including ad-hoc remote work, must be approved by the direct supervisor, area Cabinet member, and Human Resources, and are subject to periodic review based on institutional needs. These arrangements are neither guaranteed nor considered entitlements and may change due to factors such as employee performance, evolving business needs, or changes to the position.

Minimum Physical Requirements

Frequent lifting up to 10 lbs.; occasional lifting between 11 and 50 lbs.; frequent pushing/pulling between 20-50 lbs.; frequent sitting, standing, walking, and squatting; constant keyboarding and handling.

Ability to climb a ladder and work with hardware in ceiling boxes and projectors suspended from the ceiling.

Usual work days Monday through Friday; days may vary due to the needs of the College or department and may include evenings hours and weekends.

Usual work hours 8:00 a.m. – 5:00 p.m. (includes one-hour meal period); hours may vary due to the needs of the College.

Classification And Status: This is a non-exempt, full-time, 12- month, benefits-eligible position.

Salary: $30 - $32.16 an hour.

Reporting: This position reports to the Associate Director of Technical Support and Media Services.

This job description defines the essential job duties of the position. Harvey Mudd College expects that employees hired for this position can perform the essential functions of the job without imposing risk of substantial harm to the health or safety of themselves or others. It may also include marginal functions, generally defined within Title I of the Americans with Disabilities Act.

Regular employment at the College is for no specified period of time; conditions and status of employment (hours, pay, title, duties, etc.) are subject to change at any time. Employment is at-will and employees, and likewise the College, are free to end the employment relationship at any time, for any reason, with or without notice or cause, unless otherwise