The University Business Office is seeking applicants to fill the role of an IT technical support analyst. This IT job series manages or performs work associated with analysis, design, implementation, operation, deployment, and support of the organization’s information technology resources (including software applications, data processing and security, and software/database products by internal staff, outsourcing staff, or consultants. Activities include developing information technology strategies, polices and plans; maintenance and use of information technology resources; training and supporting technology users; operations and site acquisition.
Under general/minimal supervision, assists with implementing IT technical support requests and proposals and in deriving needs assessments. Uses knowledge of system analysis to implement and support technical University solutions. Resolves problems of a complex, comprehensive nature in areas to include enterprise and business applications and processes, University research processes, scripting and programming languages. May oversee or provide direction to junior employees.
Responsible for providing support to employee end users in areas of servers/mainframe applications, and ERP systems including:
- Acquiring, & software and planning for/responding to service outages
- Diagnosing problem source through discussions with users and coordinating with internal organization support and operations groups and/or with vendors to resolve problems
- Responding to user requests to research complex problems associated with the organization’s ERP system and/or internally developed self-service applications.
- Providing real-time end user ERP systems support, problem identification, and training to facilitate knowledge transfer and prevent problem reoccurrence and knowledge transfer