Tech Analyst 2, Remote Services Team
Hawaii Pacific University
Honolulu, HI(remote)
Apply
JOB DETAILS
JOB TYPE
Full-time, Employee
LOCATION
Honolulu, HI
POSTED
30+ days ago
Follow CompanyYour information may be shared with the company.Following CompanyReport this job
Save
Email
All Hawaii Pacific University jobs
SaveEmailAll Hawaii Pacific University jobsTech Analyst 2, Remote Services Team
Hawaii Pacific University - Honolulu, HI
Posted: 3/12/2025 - Expires: 6/10/2025
Job ID: 286543886
Job Description
Tech Analyst 2, Remote Services Team
Job Type: Staff - Regular Full Time Exempt
Job Number: 4864645
Closing: Continuous
Location: Las Vegas, Nevada
Department:
Hawai‘i Pacific University is designated as an Alaskan Native and Native Hawaiian (ANNH) Serving Institution by the US Department of Education. As such, we strive for accurate displays of the Hawaiian language in all our institutional materials. This includes the appropriate use of diacritical marks such as the ‘okina and kahako. Unfortunately, at times external vendors and other third-party technology integrations do not support the use of these characters. Mahalo for your understanding.
Description
Job Summary:
The Technical Analyst II, Remote Services Team will support remote site operations to include, but not limited to: monitoring incoming tickets for remote locations (currently Las Vegas, OI, Downtown Oahu and various MCPs), responding to HPU constituents, and identifying and resolving reoccurring IT issues. This role will be responsible for resolving incidents and setting user expectations for ITS services; Schedule visits based on workload; Educate and enforce best practices, university policies, and procedures, while ensuring high levels of customer service quality and availability.
Qualifications:
Minimum Qualifications:
• Bachelor‘s Degree or equivalent experience in computer related field.
• Three plus years work experience working in technical operations and helpdesk environment.
• Strong technical knowledge of hardware, software, networks and PC operating systems including MACs and Linux operating systems.
• Available to work outside regular business hours.
Desired Qualifications:
• Five plus years experience in helpdesk and technical support in a university or college environment.
• Call center/remote support experience.
• Strong knowledge of current network hardware, protocols, and standards including VDI technologies.
• Extensive application support experience with Microsoft Office Suite, Adobe applications, and other HPU supported software.
• Basic Audio-Visual maintenance and troubleshooting skillset of classroom technology.
• Proven experience in providing technology support for students, faculty, and staff in higher education environment.
Other Qualifications:
• Exceptional interpersonal and customer service skills.
• Excellent written and oral communications.
• Strong time/priority management skills.
• Strong leadership and mentoring skills.
• Proven ability to conduct analysis, research, make recommendations, and train individuals or groups about complex technical IT related issues in business-friendly and user-friendly language
• Highly self-motivated and directed.
• Keen attention to detail.
• Ability to perform general mathematical calculation for the purpose of creating metrics, scenario cases, and budgets.
Key Responsibilities/Essential Job Functions:
• Primary interface between remote sites' management and central IT at the downtown Honolulu campus. (50%)
• Vet site requests for new hardware/software, ensuring conformity with IT's policies & processes when implementing, emphasis on licensing and scalability. (15%)
• Primary owner for hardware in CMDB
• Backup owner for software in CMDB
• Asset management for Oahu locations
• Main support point of contact for site specific technology. (30%)
• Continue to update the knowledge base, internally and externally
• Designs and enforces request handling and escalation policies and procedures
• Documenting and cross training team members when in Las Vegas/ Oahu campuses
4.Performs other projects and related duties as assigned. (5%)
• Actively participates as an effective member of team by completing assigned duties, accepting additional assignments or reassignments
• Assists with seasonal peaks
This description is not designed to list all activities, duties or responsibilities which may be required for this job. Other duties, responsibilities and activities may be assigned at any time.
To apply, visit https://apptrkr.com/6068871
Copyright ©2024 Jobelephant.com Inc. All rights reserved.
https://www.jobelephant.com/
jeid-dafdfc65637200429c9b8000f0cd8c40
Job Type: Staff - Regular Full Time Exempt
Job Number: 4864645
Closing: Continuous
Location: Las Vegas, Nevada
Department:
Hawai‘i Pacific University is designated as an Alaskan Native and Native Hawaiian (ANNH) Serving Institution by the US Department of Education. As such, we strive for accurate displays of the Hawaiian language in all our institutional materials. This includes the appropriate use of diacritical marks such as the ‘okina and kahako. Unfortunately, at times external vendors and other third-party technology integrations do not support the use of these characters. Mahalo for your understanding.
Description
Job Summary:
The Technical Analyst II, Remote Services Team will support remote site operations to include, but not limited to: monitoring incoming tickets for remote locations (currently Las Vegas, OI, Downtown Oahu and various MCPs), responding to HPU constituents, and identifying and resolving reoccurring IT issues. This role will be responsible for resolving incidents and setting user expectations for ITS services; Schedule visits based on workload; Educate and enforce best practices, university policies, and procedures, while ensuring high levels of customer service quality and availability.
Qualifications:
Minimum Qualifications:
• Bachelor‘s Degree or equivalent experience in computer related field.
• Three plus years work experience working in technical operations and helpdesk environment.
• Strong technical knowledge of hardware, software, networks and PC operating systems including MACs and Linux operating systems.
• Available to work outside regular business hours.
Desired Qualifications:
• Five plus years experience in helpdesk and technical support in a university or college environment.
• Call center/remote support experience.
• Strong knowledge of current network hardware, protocols, and standards including VDI technologies.
• Extensive application support experience with Microsoft Office Suite, Adobe applications, and other HPU supported software.
• Basic Audio-Visual maintenance and troubleshooting skillset of classroom technology.
• Proven experience in providing technology support for students, faculty, and staff in higher education environment.
Other Qualifications:
• Exceptional interpersonal and customer service skills.
• Excellent written and oral communications.
• Strong time/priority management skills.
• Strong leadership and mentoring skills.
• Proven ability to conduct analysis, research, make recommendations, and train individuals or groups about complex technical IT related issues in business-friendly and user-friendly language
• Highly self-motivated and directed.
• Keen attention to detail.
• Ability to perform general mathematical calculation for the purpose of creating metrics, scenario cases, and budgets.
Key Responsibilities/Essential Job Functions:
• Primary interface between remote sites' management and central IT at the downtown Honolulu campus. (50%)
• Vet site requests for new hardware/software, ensuring conformity with IT's policies & processes when implementing, emphasis on licensing and scalability. (15%)
• Primary owner for hardware in CMDB
• Backup owner for software in CMDB
• Asset management for Oahu locations
• Main support point of contact for site specific technology. (30%)
• Continue to update the knowledge base, internally and externally
• Designs and enforces request handling and escalation policies and procedures
• Documenting and cross training team members when in Las Vegas/ Oahu campuses
4.Performs other projects and related duties as assigned. (5%)
• Actively participates as an effective member of team by completing assigned duties, accepting additional assignments or reassignments
• Assists with seasonal peaks
This description is not designed to list all activities, duties or responsibilities which may be required for this job. Other duties, responsibilities and activities may be assigned at any time.
To apply, visit https://apptrkr.com/6068871
Copyright ©2024 Jobelephant.com Inc. All rights reserved.
https://www.jobelephant.com/
jeid-dafdfc65637200429c9b8000f0cd8c40
Job Summary
Company Details
- Company
- Hawaii Pacific University
- Industry
- Colleges, Universities, and Professional Schools
Job Information
- Location
- Honolulu, HI
- Website
- https://www.hpu.edu/
- Job Type
- Full Time Employee
- Job Position
- 1 Position(s) Open
- Duration
- Over 150 Days
Additional Information
- Federal Contractor
- No
- Affirmative Action Plan
- No
View More Jobs
All Hawaii Pacific University jobsAbout the Company
H