Job Title

Support Analyst I

 

 

Department

IT Technology Support Services

 

 

Worker Type

Regular

 

 

Pay Type

Salary

 

 

Position Salary Minimum

$42,500.00

 

 

Position Salary Maximum

$55,000.00

 

Salary will be commensurate with the level of the position, education, and experience.

 

 

 

Scheduled Weekly Hours

40

 

 

Benefit Eligible

Yes

 

 

Screening Date

2024-11-26

 

 

Job Description Summary

Support Analysts provide support to clients in their use of technology, including software, hardware, audiovisual, and networking issues. Function as a support resource and assist other support staff, providing ongoing guidance to the clients and support team. Troubleshoot and solve technical issues related to the designated environment such as audiovisual technology infrastructure, ranging from audio systems, video processing, AV switching, control systems, computing, front-end projections and displays. Document resources used, steps taken toward resolution, solutions, and work to provide excellent service and initiatives. Note: These positions will provide support for a variety of technology-enabled spaces at Miami University. We are looking for candidates with computer support skills but specifically, audiovisual support skills.

 

 

Job Description

 

Support Analyst I

Summary : Support Analysts provide support to clients in their use of technology, including software, hardware, audiovisual, and networking issues. Function as a support resource and assist other support staff, providing ongoing guidance to the clients and support team. Troubleshoot and solve technical issues related to the designated environment such as audiovisual technology infrastructure, ranging from audio systems, video processing, AV switching, control systems, computing, front-end projections and displays. Document resources used, steps taken toward resolution, solutions, and work to provide excellent service and initiatives.

Note: These positions will provide support for a variety of technology-enabled spaces at Miami University.  We are looking for candidates with computer support skills but specifically, audiovisual support skills.

Duties Related to Support Analyst I

Provide Tier I technical support to clients remotely or in the field by troubleshooting and resolving requests.

Troubleshoot Tier I issues including software, hardware, audiovisual, and networking issues.

Emergency "on-call" rotation.

Escalate complex problems and work with other Tier I, Tier II or Tier III staff to assure resolution.

Document resources used, steps taken toward resolution, solutions, and work to provide excellent service and initiatives in the Knowledge Center Support Repository.

Build positive relationships and serve as liaison between areas within IT Services to coordinate technology projects requiring communication, sharing of information, and cooperation across many areas of expertise.

Provide and/or share technical knowledge with other support staff in the resolution of problems and requests.

Evaluate new computer hardware, software and audiovisual equipment for use at the University.

Actively promote a customer-oriented environment in which the client is treated professionally and courteously.

Demonstrate strong customer service skills including the ability to, diplomatically,