"Computer Support Analyst I – Computer Technology Services (CTS)"

Position Summary

The Computer Support Analyst I’s primary responsibility is to excellently support the technology requests and incidents of the university staff. The Computer Support Analyst I will configure, deploy, and provision University owned edge technology. The Computer Support Analyst I will troubleshoot and resolve technical problems associated with edge software and hardware. The Computer Support Analyst I will utilize CTS hosted management tools to maintain campus desktop computer security and stability. The Computer Support Analyst I will collaborate with other CTS teams to maintain end user services. The Computer Support Analyst I can be called upon to support technology security incidents and service outages. The Computer Support Analyst I is a collaborative member of the Endpoint Operations team and participates in multiple cross team project groups. The Computer Support Analyst I will provide recommendations for purchase of edge technology and stays current with the University standard specifications. The Computer Support Analyst I will collaborate with the campus computer store to maintain the highest affordable / supportable standards in edge hardware and software technology specifications. The Computer Support Analyst I is responsible for maintaining certifications associated with the repair and maintenance of edge technology. The Computer Support Analyst I is required to be able to work independently and prioritize their work consistent with the end user needs and the overall Technical Services workflow. The Computer Support Analyst I will participate in the development and maintenance of procedural documentation associated with the management, deployment and security of edge technology. The Computer Support Analyst I’s focus is to be pro-active regarding software configuration and end user computer access and security. The Computer Support Analyst I will make business smart recommendations regarding the implementation of technology configurations to university departments.

Duties and Responsibilities

The Computer Support Analyst I will provide technical support directly to departments and users of computing endpoint resources across campus. This will require exceptional customer service in person, via phone, and utilize remote tools as appropriate. The Computer Support Analyst I will be a consultant, trainer, and implementer of new computer hardware, software, and departmental services.

The Computer Support Analyst I will work with their supervisor to organize their priorities and document their efforts through the CTS problem incident, change management and project tracking systems.

The Computer Support Analyst I will work as a support services liaison to other CTS teams, such as Infrastructure, Information Systems, Information Security, and the Computer Store, and extended technology partners around campus. This role will be required to integrate the plans and projects of the Engineering team into technology landscape of our tech partners areas.

The Computer Support Analyst I will work with Endpoint Engineering for maintaining the comprehensive edge technology asset information for the departments endpoint computing systems. The produced actionable reports will be relevant for edge computing compliance and technology life cycle management.

The Computer Support Analyst I will be an incident response member of the Security Incident Response team providing key edge support information and detailed remediation efforts for active PII and security threat responses during a technology security event.

The Computer Support Analyst I will research new pertinent desktop support and deployment technologies and services that support and promote automation and endpoint deployment efficiencies.

Completes other duties as assigned.

Requirements

Minimum qualifications:

Bachelor’s degree from an accredited institution in computer science, computer information systems or a related field.

3-5 years of related experience.

Preferred qualifications:

Alternately, the successful candidate may possess any equivalent combination of experience and training, which provides the knowledge, skills and abilities required to perform the essential job functions. This includes, but is not limited to, the following:

Minimum of three years’ experience deploying Windows and Apple computers in a managed enterprise environment utilizing services such as Microsoft Manager, JAMF, Microsoft Deployment Toolkit and utilizing an Active Directory object managed environment.

Experience with IP address management, and desktop related network configurations and topologies.

Experience with managed printer and print server technologies.

Experience with operations and configurations Virtual technologies such as VWware and Microsoft Hyper-V.

Experience with a Mobile device management platform.

Experience with desktop security / PII software such as Sophos and Spirion. Performing the appropriate file and security remediations produced by the software management portals.

Experience with cloud-based technologies such as Azure, Azure Labs, Microsoft Cloud Management gateway, and Hosted JAMF Pro.

Commitment to the University’s values of diversity, equity and inclusion, and recognition of the importance of treating each individual with dignity and respect consistent with the University’s Mission. Demonstrated experience with, and understanding of, the broad diversity of the University community (students, faculty, staff and others).

Ability to establish and maintain effective working relationships with the University Community.

Ability and willingness to contribute actively to the mission of the University and to respect the Spiritan Catholic identity of Duquesne University. The mission is implemented through a commitment to academic excellence, a spirit of service, moral and spiritual values, sensitivity to world concerns, and an ecumenical campus community.