Computing Support Analyst - High Point University

High Point University is seeking a Computing Support Analyst. This position is responsible for providing computing services and support to university faculty, staff, and students. The Computing Support Analyst is charged with classroom, workstation, application, print, and lab support. This position is the public face of the OIT division and represents the user perspective in all technical operations and project activities.

The Computing Support Analyst reports to the Director of User Support Services and is charged to understand the goals/objectives of that team and how it supports those of the OIT division.

QUALIFICATIONS:

Experience

• 2+ years of progressive experience in technical/end-user computing support including:
• Microsoft Windows
• Apple Operation Systems
• MS Office suite
• Outlook
• Experience with print management operations and troubleshooting preferred.
• Experience with troubleshooting network and Internet connectivity preferred.
• Experience with basic AV setup and system preferred.

Education

• Bachelor’s degree in computer science, or equivalent combination of education and experience.
• COMPTIA A+ Certified preferred.
• Microsoft Certified Desktop Support Technician (MCDST) preferred.
• Apple Certified Support Professional (ACSP) preferred.
• Extron Control Certification preferred.

Skills and Abilities

• Interpersonal Skills
• Excellent verbal and written communication skills.
• Excellent customer service, communication, and teamwork skills.
• Positive attitude and solutions-oriented thinking.

ESSENTIAL FUNCTIONS:  

Problem Solving/Technical Leadership

• Collect user information and create Desk tickets to identify, prioritize, track, and analyze technology related issues.
• Responds to users for assigned Service Desk tickets within 1 business day.
• Diagnoses and resolves at least 90% of assigned Service Desk tickets within 3 business days.
• Achieves and maintains a 99.9% user satisfaction rating on follow-up surveys.
• Develops and maintains desktop configuration documentation in accordance with defined OIT standards within 3 business days of any approved changes.
• Quotes, orders, delivers, installs, and configures new computers and peripherals.
• Maintains inventory of equipment and supplies (spare computers, cables, adapters, etc.).
• Assists client day-to-day functionality and efficiency in the areas of hardware and software troubleshooting, computer setup and deployment, and Service Desk operations.
• Establishes working partnerships with OIT teams and external partners to coordinate problem resolution for operational issues and analyze root cause issues to address underlying hardware or software problems.

Consultancy

• Works with OIT teams and user community in problem analysis, solution identification, and issue resolution.
• Works closely with OIT teams and campus customers to understand project requirements and recommend sustainable solutions that meet defined business and academic needs.
• Provides recommendations to staff and faculty regarding the purchase of new computers and peripherals in accordance with defined OIT standards.

Information Processing & Decision Making

• Prioritizes allocation of time and resources in accordance with defined priorities as communicated by Manager of User Support Services and CIO.
• Actively look to maximize existing university investments and leverage existing systems to solve identified business problems.
• Works with OIT teams and customers to identify and understand functional requirements of desktop hardware, software, and desktop configurations.
• Actively look to automate repetitive manual processes.
• Identifies potential impacts of system/process implementations or changes to user community.
• Coordinates with other OIT staff, functional users, and appropriate vendors to account for security (physical and logical), sustainability, disaster recovery, and business continuity measures in all solutions.

Communication

• Interprets meaning and importance of information.  Determine appropriate needs and method for keeping team members, customers/stakeholders, and management informed.
• Utilizes plain language in all verbal and written communication.
• Keeps project, communication, testing, and training documentation updated using defined standards within 3 business days of approved changes.
• Documents systems and processes in accordance with defined standards within 3 business days of approved changes.
• Works with other OIT User Support Services team members and Manager to identify common issues and develop appropriate documentation, training, and/or tip sheets for campus users.
• Be engaged and participate in individual discussions, projects, and team meetings.

CONTACT INFORMATION:

For more information about this position, contact Dr. Yixin Lu, Educational Technology Services Director at ylu@highpoint.edu.