Full-Time IT Support Analyst
Job Description
EDUCAUSE (http://www.educause.edu) is currently seeking an IT Support Analyst for our Information Technology team. We are a highly creative, entrepreneurial, national nonprofit association whose mission is to advance higher education through the use of information technology, In this role, you will be the first point of Technical IT support for our dedicated staff of 90 and external users, both local and distributed, through the Service Desk ticketing system. This position works closely with the Infrastructure and Architecture team on server lifecycle management, network management, and related areas. This is a full-time, non-exempt position working on site in our Louisville, CO office. Applicants out of the area will be considered but we cannot provide relocation.
Essential Responsibilities:
Serves as first contact for EDUCAUSE staff technical support incidents and requests. Works within a ticketing system to track first tier support issues through troubleshooting, resolution, and ultimately documentation of solutions.
As part of the IT Services team, administers applications such as O365/Exchange Online, netFORUM, Active Directory, ShoreTel phone systems, AV room systems, and other enterprise applications.
Authors and maintains documentation on processes, workflows, and knowledge base content.
Develops and delivers user training and onboarding support.
In coordination with the Infrastructure and Architecture team, prepares computers, manages computers and repairs, decommissions computers, implements computer system upgrades, software installations, and assesses user hardware and software needs.
Supports Infrastructure and Architecture team with server lifecycle maintenance, including configurations, replacements, maintenance, repair, patching, and decommissioning.
Participates in on-call rotation: fixes user or server issues as needed during the on-call period.
Supports EDUCAUSE conferences and staff remotely via screen share, service desk tickets, and priority handling of conference issues.
What you’ll need:
High School diplomas required; bachelors degree in computer science preferred
A minimum of one year experience supporting networked computers in an office environment.
Written and spoken English fluency.
Ability to support both PC and Mac platforms.
Previous experience with a ticketing system desired.
About EDUCAUSE:
EDUCAUSE is a higher education technology association and the largest community of IT leaders and professionals committed to advancing higher education. We support those who lead, manage, deploy, and use information technology, helping them to anticipate and adapt to change, and advancing strategic IT decision making at every level within higher education. We bring together technology professionals and leaders across campus and the industry to solve today’s challenges.
EDUCAUSE is committed to “uncommon thinking for the common good.” Being part of EDUCAUSE means being part of a community that accomplishes more together than they ever could on their own.
Get to know EDUCAUSE: https://youtu.be/WZKnv8GlaQw.
At EDUCAUSE, we recognize that the diverse backgrounds, talents, skills, and contributions of every individual improve and enhance the quality of the organization. Our goal is to be a diverse workforce that is representative, at all job levels, of the members we serve.
Our benefit package includes medical and dental insurance, employer paid life and disability insurance, paid vacation, paid sick time, paid personal time, ten paid holidays, tuition reimbursement, and a retirement plan with generous employer matching.
EDUCAUSE requires successful completion of background checks for all potential employees.
How to Apply
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