Under the supervision of the Director of IT Support Services, the Senior Support Analyst maintains the law school technology equipment including desktops, laptops, printers, tablets, etc. Primarily responsible for providing high level technology systems and support services to the general law school community of faculty, staff and students. Create and maintain the school's desktop images, administer Active Directory, centrally deploy applications and maintain system and application patches for hundreds of PCs at a time, configure systems, install vendor and third-party software, integrate machines into existing Active Directory network environment, configure home machines, laptops and peripheral devices for remote network connectivity, troubleshoot various end-user technical problems, and provide advanced desktop security support. Work with network engineers to ensure unique needs of end-users are addressed and to enhance technology services for them. Exercise good judgment when evaluating and prioritizing user requests. Responsible for following up with end-users, tracking unresolved issues, and reporting significant service issues to IT Managers. Assist with the creation and maintenance of user documentation, internal technical knowledge base, and asset management databases of all IT software and hardware resources. Provide user training on various software applications and various hardware devices.
1. Strong customer service orientation and possess the ability to establish and maintain cooperative working relationships with faculty, staff, and students. Required 2. Demonstrated skills in personal computer and network systems maintenance using word-processing spreadsheets, database management, communications, programming and systems software. Knowledge of MS operating systems from DOS through Windows 10. Required 3. Skill in analyzing information, problems, situations, etc., to identify the problem and resolutions. Required 4. Skill in working collaboratively with other IT staff members while adhering to direction and following through on assignments. Ability to prioritize assignments with minimal direction and to complete work in a timely manner. Required 5. Skill in listening to the user's description of the problem, asking probing questions to ascertain issue and/or problem while portraying to the user availability and approachability. Required 6. Demonstrated ability to handle difficult customer service situations calmly, courteously and efficiently. Required 7. Skill in writing concise, logical, and grammatically correct user and system documentation and business correspondence. Required 8. Ability to evaluate and assess appropriateness and feasibility of new technological developments. Required 9. Working knowledge of basic networking principles, applications, protocols and hardware. Required 10. Working knowledge of cross platform software installation and testing procedures. Required 11. Working knowledge of multimedia workstation configuration in Windows, and input and output devices, especially printers and scanners. Required 12. Skill in troubleshooting hardware, software and network connectivity issues. Required 13. Working knowledge of Audio-Visual equipment and corresponding software. Preferred 14. Experience in data management, data security and permissions controls preferred. Preferred 15. Strong knowledge in computer architecture, especially involving Windows servers. Preferred
Apply on company website