Job Description

Job Summary
Provides front-line primary technical support to end users on various technical issues and problems relating to hardware, software and peripherals. Also responsible for responding to, documenting and resolving service tickets in a timely manner. Duties also include ordering, configuring, and deploying systems throughout the Library as well as providing IT support for emerging technologies.

Must have excellent problem-solving skills in order to diagnose, evaluate and resolve complex problem situations, or when appropriate, escalate or route them to appropriate IT staff members.

The Support Analyst will also perform root cause analysis, resolve typical problems and recommend procedures and controls for problem prevention. This position will support multiple platforms including desktops, laptops, mobile devices and audio-visual equipment. This position may require independent work, sharing information across multiple departments, and assisting other IT professionals as well as staff and faculty with their work.

This position is required to work on campus full-time. Telecommuting will only be authorized for occasional/exceptional circumstances.

We seek qualified applicants who also bring perspectives and experiences that will enrich and strengthen our organization. We especially invite applications from candidates who may not have followed a traditional educational or professional path. All candidates should be prepared to discuss how they see themselves contributing to the University’s equity, diversity, and inclusion efforts. The library serves an increasingly diverse constituency of patrons, and our employees, services, collections, and policies should honor and reflect this diversity. We are therefore interested in identifying and interviewing candidates who have experience with underserved or marginalized communities and communities of color and who are committed to advancing our mission to provide equitable access to information resources.
Responsibilities
This position will work closely with Student Computing Services (SCS) and other members of Client Platform Services (CPS) to provide a wide range of IT related services. These services include triage of problem tickets submitted by students, faculty, and staff, investigating technical issues, deployment of systems, assisting with software related problems, and helping Library staff with technology training. This position will also assist with medium to long range projects, such as building software packages, JAMF and SCCM implementation, and integrating technology services.
Minimum Qualifications
Requires an associate degree in a related area or equivalency (one year of education can be substituted for two years of related work experience) and 2-5 years of experience in the field or in a related area.

Applicants must demonstrate the potential ability to perform the essential functions of the job as outlined in the position description.
Preferences
Continuously demonstrated ability to troubleshoot the root cause of and resolve complex issues individually and through teamwork. Excellent knowledge of both Windows and Mac operating systems, which use JAMF and SCCM in managed environments. Ability to build/install software packages, work with multi-platform hardware systems, and programming/scripting experience would be helpful.

The duties, qualifications, and preferences listed in this posting are intended to give applicants an understanding of the role we are seeking to fill and the types of skills, experience, and education that may have prepared someone to be effective in this role. We do not expect any candidate to be a perfect match for this list or to perform all of the duties with equal proficiency on day one. In your resume and cover letter, please highlight the most relevant qualifications you would bring to this position based on the posting, and tell us how your background, perspective, and experience will help us fulfill our mission and meet our goals.
Type Benefited Staff
Special Instructions Summary
All applications received by September 15, 2023 will receive full consideration.

This is a local recruitment. Out of area candidates will be responsible for travel costs for final in-person interviews and for moving costs, if selected. The candidate will also need to be available to travel to Utah within 5-7 days of notice.

When prompted to do so, please upload three (3) professional references.

A cover letter is not required, but you may attach one as an optional document.