IT Service Support Analyst 2

The Ohio State University; Columbus (OH); On-site; USD 37,000 - 43,000; Full time

Job summary

The Ohio State University is seeking an IT Service Support Analyst 2 to provide Tier 1 and 2 hardware and software support within the College of Arts and Sciences. The role covers Astronomy, Chemistry and Biochemistry, and Physics, with exposure to research labs, classrooms, and AV-equipped spaces.

Required is a Bachelor's degree or equivalent and two years of relevant experience, plus strong customer service and clear communication.

Qualifications

• Bachelor's Degree or equivalent combination of education and experience.
• Two years of relevant experience and strong customer support skills.
• Experience supporting customers in a research environment; Windows/Mac proficiency; networking knowledge.
• Familiarity with Linux is desired.

Responsibilities

• Provide Tier 1 and 2 support for hardware and software; escalate when needed.
• Install and deploy new/upgraded hardware and software; track issues.
• Troubleshoot problems and follow established procedures; provide technical guidance.
• Support IT facilities and research labs, classrooms, and meeting spaces.
• Occasional evenings or weekend hours may be required.

Skills

Windows

MacOS

Microsoft Office

Networking

Customer support

Verbal & written communication

Troubleshooting

Education

Bachelor's Degree or equivalent

Tools

Jamf

Bomgar

Job description

IT Service Support Analyst 2

Department: Arts and Sciences | Information Technology

Provides specialized support to the College, and the assigned unit(s) of Astronomy, Chemistry and Biochemistry, and Physics. Provides hardware and software support to research, instructional, and administrative users in the College; maintains IT users' hardware and software; troubleshoots and resolves problems; installs and deploys new/upgraded hardware and software; tracks issues; follows and develops procedures; provides technical advice and guidance to IT users; recommend solutions and services to meet IT users' needs. Supports IT facilities such as research laboratories, clinics, AV-equipped conference rooms, specialized teaching labs, and computer classrooms in the College. Provides Tier 1 and 2 support for supported software and hardware; escalates to Tier 3 support when necessary. May require occasional evening or weekend hours. Other duties as assigned.

Required: Bachelor's Level Degree or equivalent combination of education and experience. Two years of relevant experience. Strong customer support experience, and ability to communicate clearly both orally and in writing; demonstrated ability to deliver service and resolve issues; demonstrated problem solving/troubleshooting skills. Experience supporting customers and services in a research environment. Demonstrated proficiency with Windows and Macintosh operating systems; working knowledge of PC and Macintosh hardware; proficiency with Microsoft Office applications and common Web/Internet applications; working knowledge of networking. At least 1 year of experience working in a customer-focused role.

Desired: Familiarity with Linux. Previous experience using desktop support applications such as Jamf and Bomgar.

The College of the Arts and Sciences Department of Technology Services is seeking an IT Service Support Analyst 2. The College hosts 81 majors. With 38 departments, 20+ world-class research centers, and more than 2,000 faculty and staff members, students have the unique opportunity to study with the best artists, scholars, and scientists in their field.

The pay range for this job profile is $26.78 - $30.87. The offer for this position will fall within this range based on internal equity, unit's available budget, and the candidate's qualifications.

Location: Newman and Wolfrom Laboratory of Chemistry (0147) Position Type: Regular Scheduled Hours: 40 Shift: First Shift Final candidates are subject to successful completion of a background check. A drug screen or physical may be required during the post offer process.

The university is an equal opportunity employer, including veterans and disability.