"User Support Analyst"

Job Details

CLASSIFICATION: Administrative

DEPARTMENT: Information Technology

FLSA STATUS: Exempt

SUPERVISION RECEIVED: Assistant Chief Information Officer for Client Success

SUPERVISION EXERCISED: Student Technicians

POSITION SUMMARY: User Support Analyst has advanced knowledge of current Apple and Windows Operating Systems to maintain and support technology across campus. Manage installations, deployments and configurations of hardware and software to support end users across campus locations. Provides helpful presence at the Help Desk in assisting Moravian faculty, students and staff with day-to-day technology issues and problems (In-person/remote support).

ESSENTIAL FUNCTIONS AND RESPONSIBILITIES:

• Deliver customer-centric in-person and remote assistance for diverse Moravian systems and software, addressing Level 1 and Level 2 issues promptly and effectively.
• Efficiently handle service requests by assessing severity, verifying, troubleshooting, resolving or escalating, documenting, communicating, and ensuring timely resolution.
• Utilize helpdesk ticketing system for thorough tracking and documentation of work.
• Support Moravian-issued devices, including desktops, laptops, tablets, and printers operating on iOS/iPadOS, MacOS, Windows 10/11.
• Maintain precise inventory management.
• Develop and maintain comprehensive internal and external support documentation.
• Conduct fundamental training sessions on the utilization of equipment, standard software, and peripherals.
• Perform imaging, installation, troubleshooting, diagnosis, upgrades, and repairs for both Apple and PC hardware and software.
• Assist the Mac Admin with hardware and software-related tasks.
• Offer first-level support for troubleshooting and maintaining Jenzabar EX administrative software, AMOS/JICS, networking, telephones, and classroom technology.
• Provide troubleshooting and support for other assigned enterprise systems.
• Liaise with vendors for hardware warranty repairs.
• Oversee the IT loaner system for hardware and peripherals.
• Manage and mentor student technicians.
• Collaborate effectively with other IT teams (network services, AV engineering, applications development, Events Technology) to accurately identify and address issues and restore services.
• Stay up to date with IT advancements through reading, webinars, and other learning resources.
• Perform special projects and all other job-related duties as assigned.
• May be required to work some evenings and weekends.
• May be required to operate a company vehicle, and travel periodically to satellite campus locations.
• Level II - Essential Personnel

QUALIFICATIONS:

• BA Degree and/or 3+ years of work experience in a technical role.
• Advanced customer service skills to provide exemplary customer support to the University community.
• Advanced competency of Apple/Windows OS etc.
• Ability to manage and implement hardware and software deployments.
• Ability to administer and maintain University systems.
• Proficient in using a variety of platforms and IT software, including but not limited to, ITSM (TDX), MacOS, Windows 10/11, Microsoft 365, Kace Imaging and Deployment, JAMF MDM Imaging and Deployment, Active Directory, Campus Wireless, Google Apps for Education, and Campus Endpoint Protection.
• Working knowledge of help desk ticketing systems and remote assistance tools.
• Knowledge of data networking environments and ability to learn new technologies and skills.
• Exceptional communication skills, both written and verbal.
• Operate with high levels of professionalism in supporting end users as well as department teammates.
• Ability to manage time effectively and troubleshoot problems to resolution while functioning effectively within a team environment.

TO APPLY: Qualified candidates should attach their cover letter and resume to the online application by clicking “Apply Now”. Please attach documents as a PDF file.

Moravian University will not sponsor applicants for a U.S work visa for this position.

Moravian University’s mission is to prepare individuals for reflective lives and leadership in a world of change. In support of this mission, we are dedicated to fostering an educational and professional environment that is enriched by individuals of varied backgrounds, experiences, and perspectives.

As part of Moravian University’s institutional values, all employees contribute to upholding our Community Standards and Expectations, which emphasize respectful engagement, accountability, inclusion, and lifelong learning.

Moravian University is an equal opportunity employer and does not tolerate discrimination, harassment or retaliation against any applicant for employment or admission on the basis of a characteristic protected by federal, state or local laws. Please see Moravian University’s Equal Opportunity and Title IX nondiscrimination statement for additional information.

WORK ENVIRONMENT: The work environment characteristics described here are representative of those encountered while performing the essential functions of this job. The individual is routinely exposed to indoor conditions, minimum outdoor weather and temperature extremes, and moderate noise level. We welcome applicants of all abilities and are dedicated to fostering an inclusive work environment. If you need any accommodations during the hiring process or in your role, we encourage you to reach out to Human Resources at hr@moravian.edu or 610.861.1527. View the standard physical demands for positions at Moravian University.