IT Support Specialist

5 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. As an IT Support Analyst, you will provide technical assistance and support 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 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
  • Maintain up-to-date expertise in the operations and application of University standard computer software and a working knowledge of a wide variety of commonly used hardware and software
  • Coordinate and/or lead project teams
  • Manage business applications and services effectively using available resources, recommending upgrades or application changes as necessary
  • Maintain business applications to ensure minimal downtime and loss of productivity and service
  • Work with vendors, as necessary, to provide resolution to business application problems in a timely manner
  • Coordinate with functional offices and I.T. concerning development and integration of business applications
  • Administer security within divisional business applications to satisfy University requirements for access
  • Develop procedures and documentation for business applications and services to ensure ongoing efficient operations
  • Assist with the development of training programs as requested
  • Prepare and develop department/division reports, as requested
  • Provide guidance to junior staff members and student employees
  • Perform other duties as required
Requirements
  • Bachelor degree in a computer-related field plus three years relevant experience; or the combination of education and experience that enables the performance of all aspects of the position
  • 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 is required
  • Must understand the installation, configuration, and troubleshooting process for software, hardware, end-user networking, and peripheral equipment
  • Ability to make decisions on imperfect information is necessary
  • Must have excellent customer service and interpersonal skills demonstrated both over the phone and face-to-face
  • Must be able to effectively communicate technical information to non-technical customers verbally, in writing, and in training presentations to groups or individuals
  • Excellent problem-solving skills are necessary
  • Knowledge and/or applied skills and abilities in systems integration including business applications and databases are necessary
  • Knowledge and applied skills and abilities in SQL, report writing, and scripting in Windows are necessary
  • Knowledge and applied skills and abilities in SQL, report writing, and scripting in Unix are preferred
  • Knowledge and applied skills and abilities in troubleshooting business applications and services in Windows environments are necessary
  • Knowledge and applied skills and abilities in troubleshooting business applications and services in UNIX environments are preferred
  • Requires ordinary ambulatory skills sufficient to visit other locations such as the ability to stand, walk, bend, and manipulate (lift, carry, move) light to medium weights of 10-50 pounds
  • Requires good hand-eye coordination, arm, hand, and finger dexterity, including ability to grasp, and visual acuity to use a keyboard, network cabling, operate equipment, and read technical information
Appointment Percentage

100%

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