System Support Analyst - Entry

University of Missouri, St. Louis; Clayton (MO); On-site; USD 21,000 - 29,000; Full time

Benefits offered by this job

Medical, dental and vision plans

Paid time off

Educational fee discounts for UMSystem

Job summary

The University of Missouri, St. Louis is seeking an Academic IT Services specialist to provide first-line technical support for faculty, staff, students, and campus partners.

You will diagnose and resolve issues spanning computing, account access, network connectivity, printing, AV, and ID card services. You will install, configure, and reimage desktops and peripherals, support classroom and lab technology, and deliver responsive customer service following campus standards.

Qualifications

• Associate's degree in the defined field or an equivalent combination of education and experience.
• Experience in creating or following documented support procedures.

Responsibilities

• Provide first-line technology service desk support to faculty, staff, students, and campus partners; diagnose and resolve routine computing, account access, network, printing, and AV issues.
• Install and configure desktop and portable computers, peripherals, and software; image systems and verify readiness for use.
• Support network connectivity (VPN, wireless, wired), printing services, and classroom/lab technology; assist with identity services (SSO, MFA) as needed.
• Maintain accurate records of service requests, inventory, and status updates; assist with campus projects and equipment relocation as required.

Skills

Customer Service

Technical Support

Troubleshooting

Communication

Teamwork

Adaptability

Problem Solving

Attention to Detail

Education

Associate's degree or equivalent experience

Job description

Hiring Department

Academic IT Services

Job Description

JOB SUMMARY

Provides first-line technical support to faculty, staff, students,and campus partners by diagnosing and resolving common computing,account access, network connectivity, printing, audiovisual, andidentification card service needs. Installs, configures, relocates,maintains, and reimages desktop and portable computing equipment;supports instructional technology in classrooms and studentcomputer labs; and delivers responsive customer service inaccordance with established support procedures and campustechnology standards.

PRIMARY RESPONSIBILITIES

Technology Service Desk and Account Support

• Answer telephone and in-person inquiries concerning technologyservices, including SSO IDs, passwords, multifactor authentication,SecureAuth, networking, Canvas, email, general-purpose software,and computer hardware.
• Gather relevant information, troubleshoot routine issues,document service needs, provide clear instructions, and escalationunresolved or higher-complexity matters in accordance with supportprocedures.
• Provide virus and malware remediation and assist customers withsecure computing practices.
• Issue Triton Cards to authorized faculty, staff, students, andvendors following established identity verification andcard-production procedures.

Desktop Systems Installation and Lifecycle Support

• Install and configure faculty and staff desktop computersystems running Microsoft Windows or Apple macOS, along withmonitors, docking stations, printers, and other peripherals.
• Provide desktop reimaging services, install approved software,apply standard configurations, and verify that systems are readyfor use.
• Relocate desktop computers, projectors, audiovisual equipment,and peripherals in classrooms, student computer labs, and facultyor staff offices as required.
• Perform preventative maintenance and routine hardware supportto promote reliable operation and extend the useful life of campustechnology.

Network, Printing, and Mobile Device Support

• Assist faculty, staff, and students with connecting approveddevices to the campus network through virtual private network(VPN), wireless, and wired connections.
• Troubleshoot common connectivity issues and coordinate withappropriate technical teams when infrastructure-level assistance isrequired.
• Support managed printing services and associatedprint-management software, including routine configuration, access,and troubleshooting needs.
• Prepare, maintain, inventory, and support laptops and relatedaccessories available through the campus checkout program.

Classroom, Laboratory, and Team Support

• Provide computing and audiovisual hardware support for academicclassrooms and student computer labs across campus.
• Respond to instructional technology issues, test equipmentfunctionality, and help restore service with minimal disruption toteaching and learning.
• Interact with coworkers and the supervisor to review customerneeds, identify recurring issues, and refine support proceduresthat benefit the campus community.
• Maintain accurate service, equipment, and inventory records andcommunicate status updates to customers and internal partners.

As with all positions, may perform other job-relatedresponsibilities as needed to support departmental and campus-wideneeds.

CORE COMPETENCIES

• Customer Service
• Technical Support
• Troubleshooting
• Communication
• Teamwork
• Adaptability
• Problem Solving
• Attention to Detail

WORKING CONDITIONS & PHYSICAL REQUIREMENTS

Work is primarily performed in office, service desk, classroom,computer laboratory, and campus building environments with regularinteraction with faculty, staff, students, vendors, and technicalcolleagues. The role requires frequent computer and telephone use;movement between campus locations; bending, reaching, kneeling, orworking under desks; and the ability to move and positioncomputers, monitors, projectors, printers, and related equipmentwith or without reasonable accommodation. The position involvessustained attention, accurate documentation, customer-facingproblem solving, and occasional work under time-sensitiveconditions when classroom or network services are disrupted. Workschedules may occasionally include early morning, evening, or otheradjusted hours to support installations, maintenance, or campusoperations.

SUPERVISORY RESPONSIBILITIES

This position does not have formal supervisory responsibilities.The employee may provide task-related guidance or technicalassistance to student employees, temporary staff, or peers asassigned.

Shift

40 hours/week. 8:00am - 5:00pm Monday thru Friday

Minimum Qualifications

An Associate's degree in the defined field or an equivalentcombination of education and experience from which comparableknowledge and skills can be acquired is necessary.

Preferred Qualifications

• Experience with broad range of LAN and device knowledge skillsand expansive knowledge of device / workstationhardware/software/operating systems.
• Windows 11 and Apple Experience.
• Very strong customer service skills.
• Experience imaging and setting up systems preferred.

Anticipated Hiring Range

$15.10 to $20.75

Grade: GGS-006

University Title: SYSTEM SUPPORT ANALYST - ENTRY

Internal applicants can determine their University title byaccessing the Talent Profile tile in myHR.

Sponsorship Information

Employment visa sponsorship is not available for thisposition.

Benefit Eligibility

This position is eligible for University benefits. As part of yourtotal compensation, the University offers a comprehensive benefitspackage, including medical, dental and vision plans, retirement,paid time off, short- and long-term disability, paid parentalleave, paid caregiver leave, and educational fee discounts for allfour UM System campuses. For additional information on Universitybenefits, please visit the Faculty & Staff Benefits website at https://www.umsystem.edu/departments-staff/human-resources/benefits-retirement

Equal Employment Opportunity

The University of Missouri is an Equal Opportunity Employer.

To request ADA accommodations, please email the Office of HumanResources at [e-mail].