Support Analyst I

Job Title

Support Analyst I...

Department

Enterprise Operations

Worker Type

Regular

Pay Type

Salary

Position Salary Minimum

42500.00

Position Salary Maximum

55000.00

Salary will be commensurate with the level of the position, education, and experience.

Scheduled Weekly Hours

40

Benefit Eligible

Yes

Screening Date

2024-08-22

Job Description Summary

Provide Tier I technical support to clients remotely or in the field by identifying, reporting, tracking, troubleshooting and resolving incidents and requests using appropriate tools and applications.

Job Description

Troubleshoot Tier I technology issues including software, hardware, audiovisual, and networking issues.

Emergency 'on-call' rotation.

Escalate complex problems that cannot be resolved to Tier II, and work with Tier II staff to assure resolution.

Provide and/or share technical knowledge with other support staff in the resolution of problems/requests related to the designated system.

Actively promote a customer-oriented environment in which the client is treated professionally and courteously. Actively promote a customer-oriented approach throughout IT Services.

Demonstrate strong customer service skills including the ability to constructively, diplomatically, patiently, and successfully handle customer complaints, problems, questions, conflict, and suggestions.

Identify symptoms and break problems into distinct and manageable parts; analyze and interpret root causes associated with a given problem; look at problems from other perspectives; seek other resources/expertise to define solutions; assist in solving intra-team problems.

Write clearly and succinctly in a variety of communication settings and styles; get messages across that instigate appropriate actions.

Demonstrate excellent oral and written communication skills including the ability to communicate technical information to a variety of audiences including end users and clients.

Learn quickly, adapt to change to meet the needs of the IT environment when given direction and guidance.

Show initiative to make basic decisions in daily work where risk is low, saving manager time; gather inputs and come to practical/sensible solutions; identify and escalates more significant decision point appropriately.

Accurately restate the opinions and needs of others; demonstrate patience and active listening.

Apply principles and processes of service levels to work.

Participate in professional development activities.

Perform other related duties as required or assigned.

Remote Work
For positions that are approved for remote work: Remote work is not a right, it is a work arrangement that can be modified or revoked by Miami University at any time for any reason, including the convenience of the University.

Reasonable Accommodations
Requests for reasonable accommodations for disabilities related to employment should be directed to [email protected] or 513-529-3560. Questions and follow-ups regarding requests should also be directed here.

Diversity Statement
Miami University is committed to creating an inclusive and effective teaching, learning, research, and working environment for all. For more information on Miami University?s diversity initiatives, please visit the Office of Transformational and Inclusive Excellence webpage. For more information on Miami University?s mission and core values, please visit the Mission and Core Values webpage.

Equal Opportunity/Affirmative Action Statement
Miami University, an Equal Opportunity/Affirmative Action employer, encourages applications from minorities, women, protected veterans and individuals with disabilities. Miami University prohibits harassment, discrimination and retaliation on the basis of age (40 years or older), color, disability, gender identity or expression, genetic information, military status, national origin (ancestry), pregnancy, race, religion, sex/gender, status as a parent or foster parent, sexual orientation, or protected veteran status in its application and admission processes, educational programs and activities, facilities, programs or employment practices. Requests for reasonable accommodations for disabilities related to employment should be directed to [email protected] or 513-529-3560.

Clery Act
As part of the University?s commitment to maintaining a healthy and safe living, learning, and working environment, we encourage you to read Miami University?s Annual Security & Fire Safety Report at: http://www.MiamiOH.edu/campus-safety/annual-report/index.html, which contains information about campus safety, crime statistics, and our drug and alcohol abuse and prevention program designed to prevent the unlawful possession, use, and distribution of drugs and alcohol on campus and at university events and activities. This report also contains information on programs and policies designed to prevent and address sexual violence, domestic violence, dating violence, and stalking. Each year, email notification of this website is made to all faculty, staff, and enrolled students. Written notification is also provided to prospective students and employees. Hard copies of the Annual Security & Fire Safety Report may be obtained from the Miami University Police Department at 513-529-2223.

Labor Law Posters for Applicants

Please visit our Labor Law Posters webpage to access all relevant and applicable labor law information

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