Job Title:

IT User Support Analyst

 Kent Campus - Kent, OH

Salary:

 $41,731 - $43,000

Basic Function:

Under routine supervision, provides support to end users for PCs, servers, peripherals, applications, hardware and mobile devices.  Resolves problems that the first-tier of help desk support is unable to resolve.  Reports to designated administrator..

Additional Basic Function – if applicable:

Examples of Duties:

Duties/essential functions may include, but not be limited to, the following: 

Configure, install, monitor and maintain users’ computers and mobile hardware.

Configure, install, monitor and maintain users’ software.

Install operating systems on hardware, supporting multiple platforms.

Communicate with users to help understand and resolve problems, including status updates on requests, expectation management and pending projects.

Communicate with stakeholders on pending projects and IS initiatives.

Conduct research on new technology as requested.

Escalate more complex problems to expert/management level or Tier 3 as necessary.

Prioritize efforts on local support level as emergent issues arise.

Provide end-user training for standard applications (MS Office, Google apps, browser support); may also perform basic training for area-specific applications.

Create and maintain documentation of departmental technologies.

May supervise student employees; may assist student employees with resolving user problems.

May perform syncing/troubleshooting of mobile operating systems and devices, make recommendations to functional unit based on university standards.

Perform related duties as assigned.

JOB COMPETENCIES:

Work effectively with regular oversight.

Identify and escalate complex or uncommon issues to supervisor.

Exercise routine decision making on behalf of users.

Work closely with supervisor on projects.

Additional Examples of Duties – if applicable:

Minimum Qualifications:

Preferred Qualifications – if applicable:

Assessments:

Asterisk (*) indicates knowledge, skills, abilities which require assessments

Working Conditions / Physical Requirements:

Light work: Exerting up to 20 pounds of force occasionally, and/or up to 10 pounds of force frequently, and/or negligible amount of force constantly to move objects. Incumbent may be required to travel from building to building frequently and off campus occasionally.

Working Schedule:

Additional Information:

Disclaimer:

The intent of this description is to illustrate the types of duties and responsibilities that will be required of positions given this title and should not be interpreted to describe all the specific duties and responsibilities that may be required in any particular position. Directly related experience/education beyond the minimum stated may be substituted where appropriate at the discretion of the Appointing Authority. Kent State University reserves the right to revise or change job duties, job hours, and responsibilities.