Technical Support Analyst

Overview

The Department of Information Technology at Utah State University seeks applicants for a Technical Support Analyst position. Technical Support Analysts support the daily technical performance for customers across USU's main campus as well as sites located throughout the state of Utah. This position provides technical support to customers via telephone, email, in-person and other electronic means. This position consults with customers to determine hardware, software or other functional computer specifications to meet the customers technology needs, including desktops, laptops, printers, handhelds, and software. Technical Support Analysts also maintain accurate documentation of support requests and actions taken to ensure timely and accurate issue resolution.

To comply with PCI Data Security Standards and regulations, this position is contingent upon the successful completion of a credit and background check.

Responsibilities

Primary duties and responsibilities are to:

• Support the daily technical performance for assigned Support Agreements (SA). Provide analysis, documentation, support and testing based on or related to a customer or technical specification. Work with a variety of customers across USU's main campus and throughout USU's Extension and Distance Education sites, providing desktop support and maintenance. Work proactively with customers to determine hardware, software and other technical needs.
• A minimum of one-fourth of an Analysts time will be devoted to customer support via the telephone. Each Analyst will have a designated telephone support schedule.
• Document all customer service requests and interactions through the online "Issue Management" system.
• Create and update online support documentation utilizing the specified online tools, procedures and identify areas of improvement.
• Provide in-person on site support to clients.
• Provide friendly, accurate and dependable support to all customers while providing follow-up with customers to ensure their satisfaction with the services and solutions rendered.
• Create a positive, inviting work environment, creating a level of trust among colleagues.
• Build relationships of trust among team members, including all teams within Information Technology, and colleagues throughout the University.
• Adhere to the USU IT Core Competencies.
• Other duties as assigned.

Qualifications

Minimum Qualifications:

• At least two years in a customer service environment
• At least two years of desktop support experience

Preferred Qualifications:

• Ability to be a positive team player while working in a team environment
• Excellent customer service skills
• Excellent communication skills both verbal and written
• Ability to work with limited supervision
• Excellent problem-solving skills
• Professional hands-on experience supporting Windows and/or Macintosh based software and hardware.
• Bachelor's degree in Business Information System (BIS), Computer Science (CS), or related field; OR an Associate's degree or certification plus 2 years of IT related work experience; OR four years of related work experience in desktop management and support.

Required Documents

Along with the online application, please attach:

1. Resume to be uploaded at the beginning of your application in the Candidate Profile under “Resume/CV”

2. Cover letter to be typed/pasted at the end of your application (iForm)

**Document size may not exceed 10 MB.**

Advertised Salary

ADA

Employees work indoors and are protected from weather and/or contaminants, but not, necessarily, occasional temperature changes.  The employee is regularly required to sit and often uses repetitive hand motions.

University Highlights

Founded in 1888, Utah State University is Utah’s premier land-grant and space-grant university, with a strong commitment to excellence, access, and inclusion. USU serves approximately 27,500 students throughout the state at three residential campuses, eight statewide campuses, and 23 education centers. USU Online has served students from all 50 states and 55 countries for over 25 years, and USU Extension provides outreach and service to all counties in Utah.  

As a land-grant university, USU engages communities and empowers people to lead successful lives of involvement, innovation, and impact. As an R1 research institution, USU provides a high-quality undergraduate and graduate education at an affordable price. Washington Monthly has consistently ranked USU in the top 10 among public universities for contribution to social mobility, research, and public service.  

Utah State is committed to cultivating a diverse, equitable, and inclusive community where different perspectives, values, cultures, and identities are acknowledged, welcomed, and valued. We seek to recruit, hire, and retain people from all walks of life who will champion excellence in education, research, discovery, outreach, and service. We believe that promoting a strong sense of community and belonging empowers and engages all members of USU to thrive and be successful. Learn more about USU. 

The university provides a Dual Career Assistance Program to support careers for partners who are also seeking employment. Additionally, USU is committed to providing access and reasonable accommodations for individuals with disabilities. To request a reasonable accommodation for a disability, contact the university’s ADA Coordinator in the Office of Human Resources at (435) 797-0122 or hr@usu.edu. 

About the Region

U.S. News and World Report ranked Utah first for its strong economy, fiscal stability, education, and health care. Outstanding outdoor recreational opportunities abound throughout the state, including five national parks, 43 state parks and recreation areas, and 15 alpine ski resorts. The home of USU’s main campus, Logan, is a city of 54,000-plus people in a picturesque mountain valley 80 miles north of Salt Lake City. The Logan metro area claimed the top spot in the Milken Institute’s 2022 ranking for best-performing small cities in the nation. 

*updated 7/2023

Notice of Non-discrimination

In its programs and activities, including in admissions and employment, Utah State University does not discriminate or tolerate discrimination, including harassment, based on race, color, religion, sex, national origin, age, genetic information, sexual orientation, gender identity or expression, disability, status as a protected veteran, or any other status protected by University policy, Title IX, or any other federal, state, or local law.

The following individuals have been designated to handle inquiries regarding the application of Title IX and its implementing regulations and/or USU’s non-discrimination policies:

Executive Director of the Office of Equity Matthew Pinner, discrimination@usu.edu, Distance Education Rm. 401, 435-797-1266

Title IX Coordinator Cody Carmichael, titleix@usu.edu, Distance Education Rm. 404, 435-797-1266

Mailing address: 5100 Old Main Hill, Logan, UT 84322

For further information regarding non-discrimination, please visit https://equity.usu.edu/, or contact:

U.S. Department of Education, Office of Assistant Secretary for Civil Rights, 800-421-3481, OCR@ed.gov

*updated 09/2023