Technical Support Analyst/Senior Technician Support Analyst

Technical Support Analyst/Senior Technician Support Analyst

Company: Auburn University

Job Location: Auburn University, 36849-5207

Category: IT Support and Training

Type: Full-Time

Salary Range: USD $54,970.00/Yr. - USD $105,130.00/Yr.

Categories: Information Technology

Job Type: Non-Faculty

Position Type: Full-Time

Department: ACES Support-IT

Associated Division: AL Cooperative Extension System

Req ID: 8945

Overview

The ACES-Ag Information Technology Unit at Auburn University is seeking a talented and motivated individual to fill the position of Senior Technician Support Analyst /Technical Support Analyst supporting the Alabama Cooperative Extension System (ACES), College of Agriculture (CoAg), and Alabama Agricultural Experiment Station (AAES). Reporting to the ACES-Ag IT Manager, the successful candidate will play a vital role in organizing and supporting various technology projects, coordinating with OIT and other IT units on deploying technology, and training faculty and staff both individually and in groups.

The Technical Support Analyst must be able to work independently, collaboratively, and in partnership with other IT professionals in the ACES-Ag IT unit and the Auburn University IT community. The ideal candidate applies systems thinking, possesses superior interpersonal and communication skills, is self-motivated, and is a lifelong learner who supports others in seeking new knowledge and skills.

Working onsite is a requirement of the job. Work assignments may have established deadlines and require periods of "on-call" support responsibilities. In-state travel may be required from time to time.

Responsibilities

• Analyzes and solves problems with complex computer applications and systems. Provides a wide range of in-depth technical assistance and guidance to campus constituents.
• Analyzes current and proposed hardware and software systems. Develops and maintains complex systems for various constituencies.
• Reviews proposals which consist of objectives, scope, and client expectations. Gathers facts, analyzes data, and prepares proposal synopses comparing alternatives in terms of cost, time, and available resources and recommends courses of action.
• Reviews, evaluates, and recommends solutions for hardware and software acquisitions.
• Provides individual and group instruction on digital technologies.
• Provides technical support for teaching, research, and extension initiatives and for the implementation of new technologies for adoption.
• May serve as project leader for technology projects with large scope impacting University stakeholders, overseeing and integrating the work of other employees.
• Performs other related duties as assigned by the supervisor.

Qualifications

Technical Support Analyst:

• High School/GED plus 11 years of relevant IT experience, or
• Associate's degree plus 7 years of relevant IT experience, or
• Bachelor's degree plus 3 years of relevant IT experience.

Senior Technician Support Analyst:

• Bachelor's degree plus 5 years of relevant IT experience.

Scope of Experience:

Experience should be in an IT service environment, preferably in a university setting.

Substitution allowed for Education: When a candidate has the required experience, but lacks the required education, they may normally apply additional relevant experience toward the education requirement, at a rate of two (2) years relevant experience per year of required education.

Desired Qualifications

• Experience using PowerShell for administration and automation tasks in enterprise environments.
• High-level experience supporting or administering Azure cloud infrastructure, Intune, and identity platforms.
• Experience with enterprise storage, backup, encryption, and disaster recovery solutions (e.g., NetApp, Veeam, ExaGrid).
• Experience supporting secure infrastructure architectures, vulnerability remediation efforts, MFA, and ransomware recovery operations.
• Experience providing Tier 3 escalation support for Windows Server, virtualization, cloud services, and identity systems.
• Experience using ServiceNow or similar enterprise IT service management (ITSM) platforms and strong remote end user support.
• Experience working in public sector, higher education, or large enterprise IT environments.
• Bachelor's degree in information systems, Information Technology, Cybersecurity, or a closely related field.
• Experience working within a Land Grant University System or comparable academic or research institution.

Contract Type Continuing