Senior Client Technologies Analyst, Tech Central

Pepperdine University; Irvine (CA); On-site; USD 34,440 - 38,572; Full time

Job summary

Pepperdine University is hiring a Senior Client Technologies Analyst to deliver high-quality tech support and training to faculty, staff, and students. You will maintain classroom technologies, troubleshoot hardware and software, and assist with migrations and upgrades.

You will analyze support data, participate in product seminars, and build strong partnerships across campus. Weekend/evening shifts may be required; a valid driver’s license is needed.

Qualifications

• Bachelor’s degree in business or technology/computer science or related field.
• At least 2 years training end-users in hardware or software and classroom technologies.
• CompTIA A+ certification (or equivalent).
• Weekend and evening shifts may be required.
• Valid driver’s license and ability to obtain vehicle insurance as per university policy.
• Knowledge of hardware and software in a networked environment.
• Strong problem solving and troubleshooting skills.

Responsibilities

• Provide excellent customer service via phone, email, tickets, and walk-ins.
• Support and maintain classroom technologies including projectors and related devices.
• Participate in migrations, moves, upgrades, and testing.
• Research and analyze issues, and propose process improvements.
• Represent Pepperdine IT professionally with stakeholders.
• Collaborate on departmental and institutional IT projects.

Skills

End-user training

Customer service

Technical support

Troubleshooting

Network fundamentals

Communication

Problem solving

Operating systems

Education

Bachelor’s degree in business or technology/computer science

Two+ years of relevant training end-users experience

Master’s degree preferred

Tools

MS Project

Asana

MS Office

Google Apps

Web conferencing

Job description

Located at one of our Southern California campuses, the Senior Client Technologies Analyst provides quality technology assistance, support, and training to faculty, staff, students, and other constituents of Pepperdine University.

Duties

• TRAINING AND SUPPORT:
  • Provides excellent customer service via phone calls, emails, tickets, and walk-ins and support to the students, faculty, and staff by providing solutions to technology challenges relating to the classroom or office environments.
  • Supports and maintains classroom technologies, including projectors, wall panel controls, Blu-ray players, cabling, and remotes.
  • Participates in migrations, office moves, major upgrades, and integration testing.
• RESEARCH AND ANALYSIS:
  • Research solutions to issues related to technical difficulties encountered by faculty, staff, and students.
  • Includes optimizing Operating Systems, resolving hardware conflicts, and process improvements.
  • Analyzes data from support requests (in-person, email, support ticket, etc.) to recommend and implement improvements to systems, documentation, training, or other services.
  • Attends product seminars and courses to broaden individual knowledge of hardware and software.
  • Evaluates new and emerging technologies and technology solutions for consideration within IT or the University.
• COMMUNICATION AND RELATIONSHIPS:
  • Represents Pepperdine and IT in a professional manner when collaborating with internal and external stakeholders.
  • Develops and maintains strong partnerships with campus personnel and departments, as well as with external vendors and service providers, to assure current and future operational success.
• ADMINISTRATION:
  • Reviews and submits regular paperwork and processes, such as status reports, bi-weekly or monthly timesheets, assessments for mid-year and annual reviews, and other routine IT and University practices.
• COLLABORATION:
  • Provides backup support and assistance to other team members.
  • Collaborates with co-workers and University colleagues on departmental, division-wide, and institutional projects.
  • Shares process information and makes informal recommendations on how to improve processes and overall job execution within the team/department.
• PROFESSIONAL DEVELOPMENT:
  • Attends training sessions, vendor presentations, user group meetings, conferences, and seminars.
  • Engages regularly in individual professional development related activities to remain current with industry technology trends and work processes.
• COMMITTEES AND BEYOND JOB DUTIES:
  • Volunteers to undertake tasks that stretch the employee's capabilities.
  • Serves on various committees within the Information Technology division.
  • Participates in external University committees.
  • Performs other related duties as assigned.
• UNIVERSITY MISSION:
  • Understands and supports the Christian mission of the University.
  • Upholds the University mission through team, location, atmosphere, and work performed.

The above information has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job.

Skills and Qualifications

Required:

• Bachelor’s degree in business or technology/computer science, or related field.
• Two (2) or more years of relevant work experience training end-users in hardware or software as well as classroom technologies.
• CompTIA A+ certification (or equivalent).
• Willing to work weekend and evening shifts on an as-needed basis.
• Must hold a valid driver's license (or have the ability to obtain one within three months of employment), and be insurable under University's standard auto insurance requirements.
• Demonstrates a working knowledge of basic hardware and software products.
• Demonstrates problem solving/troubleshooting skills.
• Advanced knowledge of working with computers and applications in a networked environment.

Preferred:

• Master's degree in business or technology/computer science, or related field, experience with networking, systems, and security.
• Strong technical skills in Information Technology.
• CompTIA Network+ certification (or equivalent).
• Excellent written and verbal communication skills.
• Excellent organizational and interpersonal skills needed to work effectively with a wide variety of internal and external resources.
• Excellent decision-making skills and ability to work under pressure.
• Experience in following emerging trends in technology.
• Expertise in the use of major project management and collaboration software, including MS Project, Asana, MS Office, email, calendaring, and emerging collaboration tools (wikis, Google Apps, web conferencing, etc.)

This is a Regular, Nonexempt, 40 hour per week position.

Expected Pay Range: $25.00 - $27.40 per hour

The above pay range reflects what Pepperdine University reasonably expects to pay for this position at time of posting. Actual compensation may vary based on relevant factors such as work experience, market conditions, education/training, and skill level. In addition to base pay, Pepperdine offers a robust and highly competitive benefits package.

Pepperdine is an Equal Employment Opportunity employer and does not unlawfully discriminate on the basis of any status or condition protected by applicable federal, state, or local law. Pepperdine is committed to providing a work environment free from all forms of unlawful discrimination and harassment. Engaging in unlawful discrimination or harassment will result in appropriate disciplinary action, up to and including dismissal from the University.

Pepperdine is religiously affiliated with the Churches of Christ. It is the purpose of Pepperdine to pursue the very highest employment and academic standards within a context that celebrates and extends the spiritual and ethical ideals of the Christian faith. While students, faculty, and staff represent many religious backgrounds, Pepperdine is permitted under applicable law and reserves the right to seek, hire, and promote persons who support the goals and mission of the institution, including the right to prefer co-religionists who support Pepperdine's Christian mission.

Qualified individuals should be able to show respect for workplace differences, and have the ability to work effectively with individuals from different backgrounds.

Offers of employment are contingent upon successful completion of a criminal, education, and employment screening. The University conducts such screenings in compliance with applicable laws and with the objectives of evaluating risk and supporting a safe environment for students, faculty, staff, and guests; safeguarding key University assets including people, property, information, and the University’s reputation; and providing comprehensive job-related information to University leaders to enable them to make prudent hiring decisions. Individuals will be required to disclose any criminal convictions on a designated form after receiving a conditional offer of employment; failure to disclose accurate information may result in withdrawal of the offer or termination of employment. Qualified individuals with criminal histories will be considered for employment in compliance with applicable laws, including the Los Angeles County Fair Chance Ordinance.