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Systems Support Analyst (IT)

Arizona State University

Arizona State University

IT, Customer Service
Tempe, AZ, USA
Posted on Friday, August 11, 2023

Systems Support Analyst (IT)


Campus: Tempe

Systems Support Analyst (IT)

Job Description

Enterprise Technology Desktop Services is seeking a Systems Support Analyst for the Tempe Campus. As part of ET, this position is responsible for providing endpoint support to students, faculty and staff by utilizing hardware, software and broad IT troubleshooting expertise. In addition, the role provides support for emerging technologies, implements department support priorities, and generates proactive solutions for a variety of information technology needs. Responsibilities include maintaining day-to-day operations, consulting on department projects, and ensuring fulfillment of our service expectations as defined by our service partnership agreements.

As with everyone in the Enterprise Technology team, our intentional focus on diversity, equity, inclusion and belonging as well as culture and communications are core responsibilities in this role. With an increased emphasis on authenticity, compassion, and inclusivity, this position strives to embody and advance our Enterprise Technology Positive Core.

Job Family

Information Technology

Department Name

Desktop Services



VP Code

ASU Enterprise Technology

Scope of Search


Grant Funded Position

This is not a grant funded position and is not contingent on future grant funding.

Salary Range

$53,650 per year

Close Date

24-August-2023 is the initial close date. Applications will continue to be accepted and reviewed every week until filled



Essential Duties

  • Takes responsibility for fostering culture, advancing our values, and championing engagement in all its forms -- collaborating across our teams as well as participating in ET/ASU events and programs
  • Demonstrates commitment to valuing diversity and contributing to an inclusive working and learning environment. Advances our ET Affirmative Pledge.
  • Prioritizes team focus and adapts to a dynamic environment allocating resources and expertise where needed
  • Collaborates routinely with other teams, vendors, and organizations to identify, plan, and implement solutions to a variety of small to large scale IT needs
  • Serves as technical, process, and policy expert providing guidance to staff, customer units, and the broader ASU community
  • Maintains day-to-day operations of a specialized support area by providing on-site support and functions
  • Resolves, escalates, and prioritizes IT support requests from students, staff, faculty, and alumni via chat, phone, email, tickets, etc.
  • Rapidly resolves technology-based issues in conference rooms and other collaborative spaces
  • Consults with users, additional teams and vendors on A/V support events and provides day of support as required
  • Updates ticket system to reflect activities performed and status of requests to ensure timely completion of work orders by team in accordance with established policy
  • Creates, updates, and maintains technical documentation and provides feedback for process improvement
  • Supports multi-platform computer systems, copiers, peripherals, and mobile devices in accordance with department policy
  • Troubleshoots hardware and software issues by performing a variety of diagnostic procedures to identify and implement appropriate corrective measures
  • Provides software application assistance to end users as requested; replicates errors, configures settings of computers, printers, etc.
  • Deploys software remotely via JAMF and SCCM in accordance with ET standards and licensing
  • Traces and troubleshoots network connectivity problems; escalating to appropriate support departments as warranted
  • Develops and applies standard computer images with authorized software to computers to ensure a standard user experience
  • Installs and/or replaces hardware and associated devices including, but not limited to: network cards, RAM and internal/external storage drives 
  • Refers warranty hardware problems to vendor for resolution via phone, online, or in person
  • Maintains inventory of all laptops, desktop and peripheral equipment and accessories; initiates requests for replacements to ensure availability in accordance with established policy and standards
  • Provides consultation on both hardware and software purchases 

Minimum Qualifications

Bachelor’s degree in Information Technology or closely related AND two (2) years providing desktop diagnostic and trouble-shooting support; OR, Any equivalent combination of experience and/or education from which comparable knowledge, skills and abilities have been achieved.

Desired Qualifications

  • Experience in self-managing and adapting to current priorities while meeting the expectations of our service partnership agreements
  • Experience working in a small team of IT technicians providing troubleshooting support for hardware and software IT issues
  • Experience collaborating with customers and other support teams/vendors to develop and implement proactive solutions
  • Demonstrated knowledge of effective troubleshooting process and ability to implement creative solutions remotely and in person
  • Experience providing technical customer service to a diverse customer base, preferably in an educational setting or similar environment
  • Experience providing IT support via chat, phone, ticket, and in person support channels
  • Experience routing support requests and monitoring team ticket metrics to ensure SPA obligations are met
  • Ability to identify support improvement opportunities and to implement technology-based solutions that improve user effectiveness and prevent future issues
  • Demonstrated knowledge of SCCM, JAMF, ServiceNow and other relevant enterprise support technologies
  • Experience supporting end users and A/V equipment for audio and video conferencing 
  • Experience supporting standardized lab and technology spaces
  • Experience troubleshooting computer hardware, software, peripherals, printers, and other common office technologies
  • Experience supporting Windows 10 and Mac operating systems
  • Experience supporting a variety of email clients (i.e., Outlook, O365, Gmail and mobile device clients) for use with Exchange & Gmail and file storage solutions such as dropbox, one-drive, google drive.
  • Experience supporting customers and computers in an enterprise networked environment using Active Directory, Group Policies, TCP/IP, Ethernet and wireless
  • Evidence of effective communication with both technical and nontechnical customers 
  • Experience in modeling empathy, compassion and emotional intelligence
  • Experience working in a values-led organization, emphasizing diversity, equity, inclusion and belonging
  • Ability to help foster a safe psychological space for all teammates where everyone can thrive
  • Ability to stimulate changes in individual, institutional, and corporate behaviors to create a more sustainable environment
  • Ability to lead by example in communicating, participating and encouraging support of the institution’s sustainability programs

Working Environment

Activities are performed in an environmentally controlled office setting subject to extended periods of sitting, standing and walking; frequent physical demands may include stooping, bending, crawling under/around objects, reaching, lifting and pushing objects of varying weights up to 50 pounds; regularly required to work in cramped and enclosed areas and exposure to variations in temperature when deploying equipment. Regular review of completed tasks.  Occupy office locations in remote locations when need arises. Office locations can be at Downtown, Mayo, Tempe, Polytechnic, West and Tucson.

Department Statement

Enterprise Technology (ET) embraces its role as both an enabler and catalyst for advancing the vision and work of the New American University.  We are a values-driven organization.  Our commitments are reflected in all of the work we do in pursuit of operational excellence, the experience and delight of our community, and our strategic and innovation initiatives. Applicants must be eligible to work in the United States.
Join the team that sparks human-centered innovation

ET is a rapidly reconfigurable and entrepreneurial organization at ASU that prioritizes and
executes to meet the needs of our community of learners, faculty, researchers and staff. Our
work emphasizes autonomy, flexibility and distributed decision-making to leverage the strengths of individuals. Together, we embrace a culture that nurtures, engages and embraces diverse voices with a shared lens of positive community impact and expanded opportunities for collaboration.

Why join us?

Mission oriented. Everything we do is to advance ASU’s charter -- measuring who we include and how they succeed. We are staunch champions of learner success and put people first.

Flexibility. Our hybrid work environment prioritizes personal autonomy and trust around how work gets done. Staff touch base in person a few times per week with freedom to decide how, when and where.

Culture forward. We embrace a Positive Core culture: Belonging, Relational, Authentic, Visionary and Empowered. The ET fabric weaves together diversity, equity and inclusion applied in our daily work and interactions.  

Scale of impact. Our work changes the world. With 180k+ learners, faculty, researchers and staff, working with ET means you have the capacity to improve many lives and entire communities.

World-class, low cost education. Our professional development is built in! ET encourages staff to seek additional certificates and degrees via ASU’s top ranked programs with major tuition breaks.

Exposure to industry giants. ET partners with Amazon, Apple, Cox, Verizon, Salesforce, Alteryx and a diversity of technology companies to enhance our innovations and deepen their impact.

ASU Statement

Arizona State University is a new model for American higher education, an unprecedented combination of academic excellence, entrepreneurial energy and broad access. This New American University is a single, unified institution comprising four differentiated campuses positively impacting the economic, social, cultural and environmental health of the communities it serves. Its research is inspired by real world application blurring the boundaries that traditionally separate academic disciplines. ASU serves more than 100,000 students in metropolitan Phoenix, Arizona, the nation's fifth largest city. ASU champions intellectual and cultural diversity, and welcomes students from all fifty states and more than one hundred nations across the globe.

ASU is a tobacco-free university. For details visit https://wellness.asu.edu/explore-wellness/body/alcohol-and-drugs/tobacco

Arizona State University is a VEVRAA Federal Contractor and an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status, or any other basis protected by law.

Notice of Availability of the ASU Annual Security and Fire Safety Report
In compliance with federal law, ASU prepares an annual report on campus security and fire safety programs and resources. ASU’s Annual Security and Fire Safety Report is available online at https://www.asu.edu/police/PDFs/ASU-Clery-Report.pdf. You may request a hard copy of the report by contacting the ASU PD at 480-965-3456.

Relocation Assistance – For information about schools, housing child resources, neighborhoods, hospitals, community events, and taxes, visit https://cfo.asu.edu/az-resources.

Employment Verification Statement

ASU conducts pre-employment screening which may include verification of work history, academic credentials, licenses, and certifications.

Background Check Statement

ASU conducts pre-employment screening for all positions which includes a criminal background check, verification of work history, academic credentials, licenses, and certifications. Employment is contingent upon successful passing of the background check.

Fingerprint Check Statement

This position is considered safety/security sensitive and will include a fingerprint check. Employment is contingent upon successful passing of the fingerprint check.

Instructions to Apply

Application deadline is 3:00PM Arizona time on the date indicated.

Please include all employment information in month/year format (e.g., 6/88 to 8/94), job title, job duties and name of employer for each position.

Resume should clearly illustrate how prior knowledge and experience meets the Minimum and Desired qualifications of this position.

ASU does not pay for travel expenses associated with interviews, unless otherwise indicated.

Only electronic applications are accepted for this position.

IMPORTANT NOTE: What is the meaning of “equivalent combination” in the minimum qualifications? It means one year of higher education or 24 credit hours, is equal to one year of experience. For example, a four year Bachelor’s degree is equal to four years of experience.