Platform Support Analyst II

As Platform Support Analyst II, you serve as a key contributor to the stability and optimization of the organization's technology ecosystem. Operating with a high degree of autonomy, you provide high-level support and guidance to end users, proactively identify opportunities for system enhancements, and ensure the integrity and security of platforms and processes. In partnership with Program, Technology & Solutions leadership and cross-functional teams, you drive initiatives that improve operational efficiency and user experience. Your role is instrumental in aligning technology solutions with organizational goals and delivering consistent, high-quality service across the enterprise.

What you'll do

• Manage the operational execution of assigned technology support functions, exercising independent judgment to prioritize and complete tasks efficiently and accurately. Proactively identify opportunities to streamline recurring processes and recommend improvements that align with department goals.
• Oversee day-to-day Microsoft 365 administration under strategic direction, managing user/group accounts, assigning licenses, and resolving M365-related technical issues. Evaluate new features and independently assess their relevance and impact to ensure secure, consistent operations.
• Lead the resolution of end-user hardware and software issues by analyzing support requests, identifying root causes, and applying standard and discretionary troubleshooting practices. Exercise independent judgment in determining the best course of action and collaborate with team members when advanced support is needed.
• Coordinate the upkeep and functionality of audiovisual (AV) equipment in collaboration spaces, verifying system readiness for critical meetings. Provide hands-on support during VIP events and escalate issues to vendors or other support staff using sound judgment.
• Maintain and improve technical documentation, overseeing the entry of accurate, comprehensive information into the knowledge base. Use discretion in identifying which best practices and solutions are appropriate for inclusion, directly contributing to the team's efficiency and institutional knowledge.
• Monitor, triage, and manage service desk tickets, taking ownership of issues within your expertise and exercising judgment in escalating more complex cases. Maintain open communication with stakeholders to ensure transparency and timely resolution of incidents.
• Oversee hardware asset lifecycle tasks, including receiving, documenting, and configuring equipment for deployment. Use judgment to ensure that all asset management practices meet security, compliance, and organizational standards.
• Support enterprise endpoint management using Microsoft Intune and Defender, applying policy-based controls to secure and maintain devices across platforms. Use discretion in identifying security risks, ensuring compliance, and recommending automation solutions that increase team productivity.
• Lead and engage in cross-functional communications, regularly providing updates, offering insights during collaborative discussions, and influencing outcomes on technology-driven initiatives. Support broader department objectives by advising on process changes and user impact.
• Mentor and guide newer team members, sharing best practices and explaining procedures while seeking ongoing opportunities to develop personal expertise in Microsoft 365, Intune, and related platforms. Exercise judgment in adapting explanations and support to the needs of everyone.
• Contribute to strategic technology projects, supporting implementation tasks such as testing, documentation, and configuration. Use your discretion to identify potential issues or improvements, ensuring project success and continuity of service. Sometimes, you will be the technical lead on projects, demonstrating your ability to manage and execute complex tasks, while at other times, you will collaborate as a team member.
• Champion the end-user experience by managing support workflows, suggesting process improvements based on recurring patterns, and maintaining high standards for responsiveness and service quality. Actively contribute to customer satisfaction initiatives through feedback and proactive problem-solving.
• Perform other leadership and support responsibilities as needed, particularly those requiring analytical thinking, discretion, and independent judgment in advancing the organization's mission and operational excellence.

What you'll need

• Exceptional communication skills that can effectively convey complex and technical information to both technical and non-technical audiences, both orally and in writing
• Proficiency in MS 365 Office Suite, including SharePoint and MS Teams, with the ability to leverage these tools for collaboration and productivity
• Familiarity with process improvement methodologies and a solutions-oriented mindset for optimizing workflows
• Technical troubleshooting expertise - capable of identifying and resolving issues with computer hardware and software efficiently
• Ability to configure Windows platform software and implement new features as part of system rollouts
• Customer-centric mindset - skilled in delivering positive, professional, and responsive customer service
• Mentorship abilities that are capable of guiding and supporting new student staff with patience and clarity
• Team collaboration skills with proven ability to work effectively with diverse teams in a cooperative and goal-oriented manner
• Initiative and problem-solving mindset with ability to take ownership of tasks, set priorities, and adapt to changing needs with flexibility
• Adept at navigating complex environments with evolving priorities, communication plans, and organizational dynamics
• Collaborative and adaptable work style, thriving in a team-based environment while contributing to shared department goals
• High level of discretion and confidentiality ability to handle sensitive information related to ASU Enterprise Partners, its affiliates, University stakeholders, and confidential prospect data
• Passion for ASU's mission and belief in and commitment to advancing the vision of ASU as the New American University

Relevant qualifications

• Bachelors' degree in or related field OR
• 3-4 years of directly related information technology services experience
• OR any equivalent combination of experience and/or education from which comparable knowledge, skills and abilities have been achieved

Preferred education and experience

Certificates from recognized programs that indicate mastery of tools and techniques relevant to the assignment will contribute to experience, but do not constitute a substitute for experience

Benefits

• Hybrid work schedule. We work from home two days a week!
• Comprehensive benefits package, including medical, dental, and vision insurance
• 401(k) plan with matching employer contribution
• 22 days of vacation time
• 11 holidays, including your birthday
• Parental leave
• Significant tuition reductions
• Professional development is highly valued at ASU Enterprise Partners, where employees are encouraged to look across the organization and nurture new areas of interest
• $30 bi-weekly cell phone reimbursement