"Technical Analyst (Temporary)"

Technical Analyst (Temporary)

Harvey Mudd College

Part Time

REQ-7692

NOTE TO APPLICANT: Some positions require a resume, cover letter and/or other documents to be submitted with your application. Please submit these as one attachment in the My Experience section of the application under the 'resume/CV' upload section. Once you submit your application, you will not be able to attach additional documents.

Job Posting Title:

Technical Analyst (Temporary)

Job Description:

Primary Purpose:
The Temporary Technical Analyst must be a highly motivated and service-oriented technical support specialist. The individual in this position is a member of a front-line support team within Computing and Information Services that provides audio visual (AV) support and technical consultation and hardware and software support to campus users, which includes; troubleshooting, researching, analyzing and responding to a wide range of routine and complex issues or questions and requests for assistance. The technical analyst develops documentation and provides informal training for users on a wide range of software, hardware, and AV systems. A primary job function is serving as the first point of contact at the CIS Help Desk for faculty, staff and students and tracking user support requests through the CIS ticket system.

Job Duties and Responsibilities

• Provide support for campus computers, software, printers, and AV systems.
• Document support requests in the CIS ticket system, including details related to the tasks performed for resolving the issue or request.
• Staff the Help Desk and/or AV events according to the User Services coverage schedules.
• While staffing the Help Desk adhere to standard work practices. Help Desk Duties
• While assigned AV event support adhere to standard work practices; provide assistance with setup, support to event organizer, operation and the removal of AV equipment.
• Troubleshoot software, hardware, and AV issues by researching, analyzing and/or contacting vendors to identify solutions or gain additional support.
• Using Bomgar or other similar software to conduct remote support sessions.
• Install new computers, software and software upgrades; assess installations and ensure they function properly and meet user needs.
• Develop documentation for use by end-users and for internal CIS purposes.
• Support and maintain campus lab computers and software.
• Provide training to staff, faculty and students who use common campus software, hardware and AV equipment.
• Collect and maintain hardware inventory records and software licensing information used for CIS services such as the Computer Upgrade Program (CUP) and the Loaner Program.
• Conduct research for more complex questions and requests for assistance.
• Prepare and distribute electronic notifications to the campus for planned and unplanned systems and network events or problems.
• Proactively maintain technical skills and knowledge, keeping up-to-date with new operating systems, browsers, and common campus applications like Sakai, Office365 and Google Workspace.

Other Tasks

• Attend and actively participate in CIS User Support Services and CIS department staff meetings.
• Support campus events that may occur outside of normal Help Desk hours, and maintain general knowledge of AV systems.
• Collect information and respond to systems and network emergencies.
• Practice common security standards by keeping sensitive data confidential and protecting shared admin passwords.
• Escalate urgent issues via phone and email to CIS managers.
• Meet and consult with faculty, staff and students regarding their computing needs; independently apply well-thought out technical judgment to recommend software and/or hardware as appropriate.
• Diplomatically act as the liaison between CIS and other College constituents.
• Work directly with other CIS teams to support data and technical needs for other departments.
• Identify solutions and strategies to support special projects; and act as the liaison between the other departments and CIS.
• Support the operations and cleanliness of the Sprague Learning Center as needed.

Required Knowledge, Skills and Abilities

• Demonstrated ability to configure and troubleshoot Windows, Mac OS X, PC and Mac hardware, and mobile devices (such as tablets and smartphones).
• A strong technical support background with knowledge that allows for quick resolution of common hardware and software issues.
• Excellent written and verbal communication abilities while supporting campus users.
• Excellent customer service skills.
• Desire to learn and work with new technologies and follow up on technical trends and news.
• Demonstrated ability to work well as part of a team and work well with individuals from different backgrounds and differing levels of information technology competency.
• General knowledge campus wired and wireless networks with the ability to do basic troubleshooting of connectivity issues.
• Strong problem-solving and critical thinking skills to develop and test hypotheses.
• Ability to communicate technical concepts in simple terms.
• Ability to prioritize competing tasks with consistent follow-up.
• Working knowledge of AV equipment and common practices for recording and editing video.

Required Education and Experience

Education: High School Diploma or equivalency.
Experience: Any combination of post-secondary education, training and experience that provide the knowledge, skills and ability to perform the duties and responsibilities of the position.

Preferred Qualifications

• Passionate about and a strong focus on customer service, with a 'white-glove' approach to every service interaction.
• Genuine interest in learning new technologies at a rapid pace.
• Enthusiastic approach to helping users and solving problems.
• Eager to understand business processes and propose improvements that create efficiencies or make use of existing or emerging technologies.

Remote Work Eligibility:

All staff positions, regardless of remote work eligibility, require an initial 30-calendar-day on-campus work period. Based on an evaluation by the Area Leadership Group (supervisor, area leader and area Cabinet member) and HR this position is classified as Category B as defined in the College's Remote Work Policy, with occasional ad-hoc remote work flexibility (as needed). Upon approval by the area Leadership group and HR, this position may work up to 1 remote work day per week during the academic year and up to 2 remote work days during the non-academic year. Please note these days may vary depending on departmental and College needs. Additionally, remote work is subject to the College's remote work policy. The College reserves the right to revoke or modify a remote work arrangement for any staff, at any time, and for any reason as articulated in the College's remote work policy.

Standard working hours for this position will generally be from 8:00 a.m. to 5:00 p.m., Monday through Friday, though these hours may vary depending on departmental and College needs. All remote work arrangements, including ad-hoc remote work, must be approved by the direct supervisor, area Cabinet member and Human Resources, and are subject to periodic review based on institutional needs. These arrangements are neither guaranteed nor considered entitlements and may change due to factors such as employee performance, evolving business needs, or changes to the position.

Minimum Physical Requirements

Frequent lifting up to 10 lbs.; occasional lifting between 11 and 50 lbs.; frequent pushing/pulling between 20-50 lbs.; frequent sitting, standing, walking, and squatting; constant keyboarding and handling.

Classification:

This is a temporary, non-exempt, part-time, non-benefit eligible, up to a 30 hour per week position. The anticipated duration of this position is 6 months, however, this duration could be shortened based upon the shifting needs of the department.

Salary:

The anticipated starting salary range is $21.00-$28.00/hour. Salary will be commensurate with qualifications and experience.

Reporting:

This position reports to the User Support Services Manager