Job Title:

 Lead IT User Support Analyst

Physical Location:

 Kent Campus - Kent, OH

Salary:

 $52,232 - $57,000

Basic Function:

Additional Basic Function – if applicable:

 None. 

Examples of Duties:

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

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

Configure, install, monitor and maintain IT users’ software.

Provide oversight of installation of operating systems on hardware, supporting multiple platforms; maintain computer images and imaging workflows.

Serve as liaison between support area and Information Services functional units to advocate on behalf of support area and attain their functional goals.

Make hardware and software recommendations to stakeholders, including developing long-term technology plans.

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.

Simulate or recreate user problems to resolve operating difficulties; recommend systems modifications to reduce user problems.

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

Perform syncing/troubleshooting of mobile operating systems and devices, make recommendations to functional unit based on university standards; leverage additional knowledge of mobile device functionality to recommend and support potential business functions.

Prioritize efforts on local support level as emergent issues arise.

Provide end-user training for applications (MS Office, Google apps, browser support); area-specific applications, university workflows and processes.

Create documentation standards for the support area and other analysts therein, including area-specific applications and configurations.

May supervise staff and/or student employees; assist employees with resolving user problems.

Perform related duties as assigned.

JOB COMPETENCIES:

Work effectively with very limited oversight.

Serve as point of escalation for lower level analysts.

Identify and escalate highly unusual or very complex issues to supervisor or manager.

Exercise routine and non-routine decision making on behalf of users and groups/departments.

Develop long-term and life cycle technology planning.

Create procedures for supported units.

Work with supervisor on projects.

Additional Examples of Duties – if applicable:

 None. 

Minimum Qualifications:

Bachelor’s degree and 5 years of relevant professional experience in user support.

OR an Associate’s degree and 7 years of relevant professional experience in user support.

OR comparable relevant professional experience in user support equivalent to 9 years.

License/Certification:

None. 

Knowledge Of:

Skill In:

Ability To:

Preferred Qualifications – if applicable:

None. 

Assessments:

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

Working Conditions / Physical Requirements:

Working Schedule:

 Monday - Friday 8 AM - 5 PM, or otherwise discussed with your supervisor 

Additional Information:

Kent State University is committed to creating a community that is culturally and intellectually diverse and to attracting and retaining a diverse staff. We strive to create and maintain working and learning environments that respect differences, and are inclusive, welcoming, respectful and kind.

Must pass a security check.

We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.

For official job descriptions, visit www.kent.edu/hr. 

Kent State University is a Smoke-Free, Tobacco-Free University effective July 1, 2017. Smoking and tobacco use are not permitted on any of Kent State’s campuses or other locations and properties that are owned, operated, or leased by Kent State, both domestic and international. For additional details, visit www.kent.edu/smoke-free.

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.