IT Support Specialist

7 days ago

Ypsilanti, Michigan, United States Eastern Michigan University Full time
Job Summary

We are seeking a highly skilled IT Support Analyst to join our team at Eastern Michigan University. The successful candidate will provide technical support and assistance to our faculty, staff, and students, ensuring the smooth operation of our computer systems and networks.

Key Responsibilities
  • Provide software and hardware technical assistance to assigned divisions
  • Install, configure, maintain, and troubleshoot a wide range of software used throughout the university
  • Perform software upgrades to existing computer equipment as needed
  • Install, configure, maintain, and troubleshoot PC and Macintosh hardware and peripherals
  • Provide technical evaluation of user needs, systems, and new technology to recommend system and/or procedural changes
  • Coordinate the purchase of new equipment and/or software
  • Maintain and update documentation such as computer inventory, licensing, etc.
  • Receive, log, and respond to service requests received from user phone calls, e-mail messages, or walk-in appointments
  • Investigate reported incidents and identify resolutions
  • Escalate issues to senior technicians within I.T. when necessary
  • Serve as liaison between end-users and I.T. resources and staff
  • May serve as a liaison between Division of Communications regarding website maintenance, upkeep, and standards
  • Recognize and report problems relative to computer systems and operating procedures
  • Assist in the development of newsletter, manuals, training, web pages, and other information
  • Keep up-to-date on Help Desk, I.T., and EMU policies and procedures
Requirements
  • Bachelor's degree in a computer-related field plus three years of relevant experience
  • Previous project coordinator or leadership experience preferred
  • Basic technical knowledge including the techniques and procedures required to provide software, hardware, and network support for multiple users
  • Ability to make decisions on imperfect information
  • Excellent customer service and interpersonal skills
  • Ability to effectively communicate technical information to non-technical customers verbally, in writing, and in training presentations
  • Excellent problem-solving skills
  • Knowledge and/or applied skills and abilities in systems integration, including business applications and databases
  • Knowledge and applied skills and abilities in SQL, report writing, and scripting in Windows
  • Knowledge and applied skills and abilities in SQL, report writing, and scripting in Unix (preferred)
  • Knowledge and applied skills and abilities in troubleshooting business applications and services in Windows environments
  • Knowledge and applied skills and abilities in troubleshooting business applications and services in UNIX environments (preferred)
Working Conditions

The successful candidate will be required to work in a fast-paced environment with multiple priorities and deadlines. The ability to work effectively in a team environment and communicate technical information to non-technical customers is essential.

The position requires ordinary ambulatory skills sufficient to visit other locations, including the ability to stand, walk, bend, and manipulate light to medium weights of 10-50 pounds. Good hand-eye coordination, arm, hand, and finger dexterity, including the ability to grasp and visual acuity to use a keyboard, network cabling, operate equipment, and read technical information are also required.

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