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Systems Support Analyst Sr (IT)

Arizona State University

Arizona State University

IT, Customer Service
Tempe, AZ, USA
Posted on Thursday, November 16, 2023

Systems Support Analyst Sr (IT)


Campus: Tempe

Systems Support Analyst Sr(IT)

Job Description

ASU is the largest state university and for the last 8 years in a row we have been recognized by US News and World Report as the most innovative university.  ASU is committed to maintaining the most dynamic and productive learning experience in all higher education. Enterprise Technology (ET) is at the forefront of developing IT platforms and tools that add value to the student experience.

ET Desktop Services is seeking a Systems Support Analyst Sr. As part of the ET, this  position is responsible for supervising a team that provides endpoint support to students, faculty and staff by utilizing their hardware, software and broad IT troubleshooting expertise. In addition, the role provides department level consultations and helps generate proactive solutions for a variety of information technology needs. This position maintains day-to-day operations and ensures fulfillment of our service requirements as defined by our service partnership agreements.

As with everyone in the Enterprise Technology family, 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.

This job posting is only open to current Arizona Board of Regents employees (Arizona State University, University of Arizona, or Northern Arizona University).

Job Family

Information Technology

Department Name

Desktop Services



VP Code

ASU Enterprise Technology

Scope of Search

Arizona Board of Regents

Grant Funded Position

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

Salary Range

$65,000 per year; DOE

Close Date




Essential Duties

  • Installs software and establishing connection to network(s) in accordance with specified standards.
  • Develops and applies standard computer images with authorized software to computers to ensure consistent configurations.
  • Installs and/or replaces hardware and associated devices including, but not limited to: network cards, hard-drives and removable disk drives;
  • Refers warranty hardware problems to vendors for resolution. Via phone or in person troubleshoots hardware and software problems by performing a variety of diagnostic procedures to identify appropriate corrective measures.
  • Actively participates in deployment and relocation of computers and associated peripheral equipment.
  • Prepares reports from various data sources to identify trends
  • Provides application assistance to end users as requested; replicates errors, re-sets computers and printers.
  • Performs a variety of acceptance testing procedures of newly acquired hardware to ensure proper operations. Maintains inventory.
  • Initiates requests for replacements to ensure availability in accordance with established policy and standards.
  • Traces and trouble-shoots network connectivity problems; notifies appropriate responsible unit(s) based on findings.
  • Provides consultation on both hardware and software purchases.
  • Cross trains other areas on support related issues.
  • Creates, updates, and maintains technical documentation for use within the group as well as outside entities.
  • When necessary, provides data recovery on failed storage media.
  • Manages a team of System Support Analysts and System Support Specialists including hiring, training, monitoring daily work and when necessary, termination.
  • Conducts weekly 1:1s and weekly team meetings.
  • Mentor new hires and less senior staff.
  • Identifies wide-spread technical problems and initiate projects to resolve them.
  • Takes ownership of all assigned work areas and ensures efficient operation.
  • Initiates and maintains productive high level customer partnerships.
  • Takes ownership of the technical lead role and team lead role.
  • 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 Enterprise Technology Affirmative Pledge.

Minimum Qualifications

Bachelor's degree in Information Technology or closely related field AND four (4) years experience providing diagnostic and trouble-shooting support in a client server, cross platform environment, OR, any equivalent combination of experience and/or education from which comparable knowledge, skills and abilities have been achieved.

Desired Qualifications

  • Ability to model empathy, compassion and emotional intelligence
  • Experience hiring 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
  • Deploys, manages, and maintains classroom software and hardware according to guidelines and standards
  • Deploys, manages and maintains computers
  • Oversee vendor installation of classroom refresh projects in tandem with Classroom Integration
  • Works with network engineers to troubleshoot and resolve campus-wide network issues
  • Configures and runs Zoom Webinars and recurring Zoom meetings as requested
  • Attends all strategy, operations, staff, and faculty meetings as a technical advisor
  • Offers technical solutions and training for a wide variety of tasks and issues from students, staff, and faculty
  • Provides after hours and on-call support during major service interruptions
  • Depending on the time of posting, this may or may not be relevant

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.

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 Police Department at 480-965-3456.

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

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

This job posting is only open to current Arizona Board of Regents employees (Arizona State University, University of Arizona, or Northern Arizona University).

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.