Position Summary: As a technology support analyst, you’re part of the University of Minnesota Foundation’s Information Systems department, providing and supporting technology solutions that drive fundraising at the University of Minnesota. Whether you’re helping a new employee get setup at their workstation or troubleshooting a complex problem, you’re ready to share knowledge and provide exceptional assistance. You gain satisfaction from resolving problems, improving processes, exceeding expectations and supporting greatness at the University of Minnesota.
Major Duties and Responsibilities: Technology Support – 50% • Prioritize and process service requests while providing excellent customer service. Follow up with staff to ensure excellent customer service. • Proactively anticipate support needs by developing relationships and establishing communication across the organization and taking action to initiate appropriate support. • Identify opportunities that improve operations and customer service. Tabulate, calculate and analyze issue data and make recommendations for improvement. Technology Deployment – 25% • Install and configure computer software and hardware, mobile devices and peripherals. • Deploy workstations to staff and assist in managing Foundation hardware inventory and software licenses. • Analyze, plan and implement hardware and software upgrades. Project Management – 25% • Create project plans and manage execution, ensuring tasks are being completed on time. • Coordinate work with outside vendors and consultants. • Work with IT staff to assist with other IT related projects.
Required Qualifications and Selection Criteria: • A bachelor’s degree and one year of experience; or a combination of relevant education and/or work experience to total four years. • Excellent communication skills. • Record of offering consistently superior levels of customer service. • Experience and proficiency with Windows and Mac operating systems, Microsoft Office and Google Apps Suite. • Experience installing and supporting personal computers and laptops. • Experience supporting iPhones, Androids, iPads, and other similar mobile devices. • Experience with printers and the ability to repair mechanical devices.
Preferred Qualifications: • Experience supporting audio and visual technology during meetings. • Experience with Microsoft Active Directory. • Experience deploying applications thru Microsoft SCCM or software management program. • Experience with VMWare or other virtualization technologies. • Experience with network technologies and the ability to troubleshoot network problems. • Familiarity with Data Security practices and associated technologies.
General Skills and Attributes: • Ability to think calmly and rationally during a crisis, maintain poise and a professional demeanor under all circumstances. • Strong general troubleshooting and problem solving skills. • Friendly presence and helpful attitude; excellent interpersonal skills and ability to work well with others at all levels of the organization. • Outgoing, confident, easily builds relationships. • Strong initiative to see tasks through to the end. • Ability to learn quickly and adapt to change. • Ability to identify opportunities for improvement. • Ability to work responsibly with or without direct supervision.
American with Disabilities Act (ADA) Requirements: Office environment including standing and sitting at desk, use of PC; dexterity in operating machines, tools, or office equipment; frequent lifting including the ability to lift up to 25#.
Internal Number: 331630
About University of Minnesota, Twin Cities
The University of Minnesota, founded in the belief that all people are enriched by understanding, is dedicated to the advancement of learning and the search for truth; to the sharing of this knowledge through education for a diverse community; and to the application of this knowledge to benefit the people of the state, the nation, and the world.