Analysis Skills, Communication Skills, Computer Hardware, Computer Skills, Computer Systems, Consulting, Customer Support/Service, Data Quality, Desktop PC, Documentation, High School Diploma, Higher Education, IP (Internet Protocol), Identify Issues, Information Technology & Information Systems, Mobile Technology, Operating Systems, Operations Processes, People Management, Presentation/Verbal Skills, Problem Solving Skills, Software Administration, Software Evaluation, Speech Technology, Systems Maintenance, Technical Support, Telephony, Time Management, University/School Policies, Writing Skills
The Endpoint Analyst provides consultative and technical support services to campus constituents to ensure timely problem resolution, system/data access, and optimal system performance. Provides support for desktop, mobile computing, and client/server technology. Provides consulting on more involved and difficult technology solutions such as evaluating software packages for multiple departments and recommending the best application for the intended purpose or helping departments develop and implement a computer hardware life cycle replacement strategy. May oversee or provide direction to junior employees.
Responsibilities:
- Provides high-quality customer service through courteous and professional communication. Supports and maintains effective relationships with consistent follow-up and documentation. (may or may not need guidance from senior OIT/Provost Office members).
- Provides technical support to constituents to resolve first-tier common desktop software, application, and communication issues in an efficient and timely manner. Accurately documents request history and may need to route more complex second- and third-tier requests to the appropriate technical personnel.
- Provides timely resolution of problems or escalation on behalf of the client by maintaining strong working relationships with IT professionals in other areas.
- Provides basic consultation, support, and instruction for clients (may be more complex; example will be the installation and technical assistance required implementing Terra Dotta for the immigration unit which will be used by the entire campus and students).
- Assists with the deployment of new applications, resources, and tools.
- Manage the international agreement approval process. Understand, interpret, communicate and execute university policy on international agreements. Liaise with faculty, deans, administrators, the Office of the Provost, the Office of the President, the Office of Sponsored Programs, members of the International Agreements Committee and other administrators to ensure accurate and timely information related to agreements is communicated both up and down the chain of command. Manage the international agreement approval workflows and database, including troubleshooting, updating and maintaining the system. Create and disseminate reports on international agreements as requested.
Qualifications:
- Bachelor's Degree - no specific discipline (degree in IT or related field preferred) and 3 years of relevant IT experience in a service environment or university setting.
Or
- Associate's Degree - no specific discipline (degree in IT or related field preferred) and 7 years of relevant IT experience in a service environment or university setting.
Or
- High School Diploma or GED and 11 years of Relevant IT experience in a service environment or university setting.
Minimum Knowledge, Skills, and Abilities:
- Understanding of the business environment of a large university system including a basic understanding of the University system, its policies, and its operating procedures.
- Knowledge of information technology concepts and terminology, desktop OS and supported software applications, network fundamentals, IP protocol, and fundamental troubleshooting techniques.
- Ability to troubleshoot and resolve issues with voice communications.
- Knowledge of desktop ticketing systems.
- Excellent communication skills both written and verbal.
- Proficiency with professional computer systems and office applications.
Why Work at Auburn:
- Life-Changing Impact: Our work changes lives through research, instruction, and outreach, making a lasting impact on our students, our communities, and the world.
- Culture of Excellence:We are committed to leveraging our strengths, resources, collaboration, and innovation as a top employer in higher education.
- We’re Here for You:Auburn offers generous benefits, educational opportunities, and a culture of support and work/life balance.
- Sweet Home Alabama:The Auburn/Opelika area offers southern charm, vibrant downtown scenes, top-ranked schools, and easy access to Atlanta, Birmingham, and the Gulf of Mexico beaches.
- A Place for Everyone: Auburn is committed to fostering an environment where all faculty, staff, and students are welcomed, valued, respected, and engaged.
- Ready to lead and shape the future of higher education? Apply today! War Eagle!
Equal Opportunity Compliance Statement:
It is our policy to provide equal employment and education opportunities for all individuals without regard to race, color, national origin, religion, sex, sexual orientation, gender identity, gender expression, pregnancy, age, disability, protected veteran status, genetic information, or any other classification protected by applicable law. Please visit the Office of Equal Opportunity Compliance's website to learn more.A
Auburn University
Welcome to Auburn University, a
comprehensive land, space and sea grant research institution blending arts and applied sciences. The University
continuously changes to accommodate today's needs, while still respecting the traditions and spirit of Auburn. As we grow and change, Auburn will always continue its tradition of excellence.
The main campus had an enrollment during fall of 2007 of 24,137. Auburn University offers degrees in 13 schools and colleges at the undergraduate,
graduate and professional levels.
Auburn University is known not only for its academic excellence, but for its impact on Alabama as well. A recent study
determined AU had nearly $ 4 billion
economic impact on the state of Alabama, including a $ 1.5 billion impact on the economy and a $ 2.4 billion impact in "human capital." AU's Technical Assistance Center, a collaborative Engineering / Business outreach unit, performs hundreds of projects annually for state industry, generating millions of dollars in increased efficiencies and saving or creating hundreds of jobs statewide.
Auburn University has developed into one of the largest universities in the South, remaining in the educational forefront with its traditional blend of arts and applied science, and changing with the needs of today while living with a respect for the traditions and spirit that are Auburn.