IT User Support Analyst (Geauga Campus)

Kent State University; Twinsburg (OH); On-site; USD 42,000 - 44,000; Full time

Job summary

Kent State University is hiring an IT User Support Analyst (Geauga Campus) to provide second-tier support for PCs, servers, peripherals, apps, and mobile devices. The role is based at the Twinsburg Academic Center with occasional travel to the Geauga Campus and evening hours during the semester.

You will configure, troubleshoot, and maintain user workstations, assist with training, create documentation, and escalate complex issues to Tier 3 as needed.

Qualifications

• Bachelor’s degree plus 3 months of relevant user-support experience, or an associate’s degree plus 2 years.
• Or comparable experience equivalent to 4 years.
• Knowledge of problem diagnosis and desktop operating systems.
• Data security knowledge; experience with Microsoft and Apple environments preferred.

Responsibilities

• Provide second-tier support for PCs, servers, peripherals, applications, and mobile devices.
• Resolve problems escalated from first-tier; escalate complex issues to Tier 3.
• Communicate with users and stakeholders; provide status updates on requests and projects.

Skills

PC setup

Mobile hardware

Software installation

OS installation

Troubleshooting

Escalation procedures

Priority handling

User communication

Status updates

Stakeholder communication

End-user training

MS Office

Google Apps

Browser support

Mobile devices

Tech research

Student supervision

Education

Bachelor’s degree

Associate’s degree

4 years equivalent experience

Job description

Kent State University is hiring an IT User Support Analyst (Geauga Campus). The role provides second-tier technical support to end users for PCs, servers, peripherals, applications, and mobile devices, resolving the problems that the first-tier help desk cannot. It is based primarily at the Twinsburg Academic Center, with occasional travel to the Geauga Campus, and works evening hours during the semester.

Highlights

• Configure, install, monitor, and maintain users’ computers, mobile hardware, and software, including installing operating systems on hardware across multiple platforms.
• Resolve problems the first-tier help desk cannot, prioritizing local support work as urgent issues arise and escalating more complex problems to expert or management level or to Tier 3.
• Communicate with users to understand their problems and give status updates on requests and pending projects, and keep stakeholders informed about projects and IS initiatives.
• Provide end-user training on standard applications such as MS Office, Google apps, and browser support, and create and maintain documentation of departmental technologies.
• Sync and troubleshoot mobile operating systems and devices, recommend approaches to the functional unit based on university standards, and research new technology when asked.
• May supervise student employees and help them resolve user problems.
• Bachelor’s degree plus 3 months of relevant user-support experience, an associate’s degree plus 2 years, or comparable experience equivalent to 4 years is required, along with knowledge of problem diagnosis, desktop operating systems, and data security; experience with Microsoft and Apple environments is preferred.
• Salary of $42,357 to $43,655, with evening hours during the semester that vary with class schedules and building hours, and a security check required.