Starting Range: $26.55-$30.29 Per hour
Priority consideration deadline: Tuesday, September 17, 2024
GENERAL PURPOSE:
Under the direction of the Senior Systems Analyst for Associated Students of SDSU, the Systems Analyst is responsible for the management of the ITS Computer Helpdesk, all responses to IT work orders, and partnering with team members on projects across A.S. Serves as the IT liaison for the Computer Round Table (CRT) representative in each A.S. facility. Assists with assigning daily tasks to the Computer Technicians and prioritizes help desk tickets while overseeing their growth. Maintains the A.S. ITS calendar, wiki, computer maps, and keeps IT documentation current. Ensures monthly IT checklists are completed with timeliness. Installs, troubleshoots, and repairs IT hardware and software. Facilitates RMAs with vendors when devices are under warranty.
ESSENTIAL DUTIES & RESPONSIBILITIES
Primary Functions
- Supports A.S. applications, including, but not limited, to Microsoft Office 2021 LTSC/365, Outlook, Google Workspace (Apps), Google Gmail/Calendar, Google Android, Apple iOS (iPhone and iPad), Trellix (McAfee) Endpoint Security, Windows Defender, ADP/Payroll-HR, Abila MIP 100 Fund Accounting, Sage Fixed Assets, Accruent Event Management System (EMS) Enterprise, ZENworks device management software, Miradore mobile device management software, Microsoft Intune, Innosoft Fusion recreation management system, ProCare child care management software, Adobe Creative Suite, Zoom, and all current Internet browsers
- Installs, configures and maintains company workstations running Windows 10,11 and macOS (12, 13, 14) operating systems
- Exhibits excellent hardware, software, printing, networking, and wireless troubleshooting skills
- Coordinates hardware and software deployments with the CRT representatives and users
- Labels IT resources with inventory tags and submits paperwork to accounting for tracking purposes. Completes annual internal IT inventory audit for accounting
- Supports the setup of access control systems including, but not limited to, biometrics, turnstile gates, barcode scanners, proprietary technologies, and control software
- Supports surveillance system client software
- Supports digital signage systems both hardware and software
- Maintains organization’s IT inventory database and updates tracking information for items moved between departments and for devices that have been data wiped
- Coordinates IT inventory disposals
- Maintains ITS wiki with current information regarding software, hardware, inventory, and troubleshooting documentation
- Helps with maintaining both the Computer Roundtable and Computer Technician handbooks
- Facilitates and coordinates with A.S. Building Services to conduct annual device disposal
- Assists Senior Systems Analyst with the supervision of IT Technicians students by concurrently overseeing them
QUALIFICATIONS
Minimum & Preferred Requirements
Education:
- Associates Degree in Information Technology, Computer Science or related field or equivalent work experience is required
- Two years of vocational training in IT Hardware/Software is preferred
- Industry-recognized IT technical certifications such as CompTIA A+/Net+/Security+, Microsoft MD-102, Microsoft 365 Certified: Fundamentals, etc. is preferred
Experience:
- Two years’ experience troubleshooting IT hardware and software issues in an enterprise level network environment is required
- Prior experience working in a computer help desk environment preferred
- Advanced working knowledge of current desktop operating systems is required: Windows 10-11, macOS (12-14)
- Working knowledge of the following desktop computing concepts: disk imaging, malware removal, remote desktop solutions, security hardening, system optimization, VPN connections, cloud computing (AWS/Azure) and virtualization
- Experience supporting an Active Directory and eDirectory environment
- Experience with the following is highly desired: Trellix (McAfee) Endpoint Security, Windows Defender, Microsoft Intune, Google Workspace (Gmail, Calendar, Apps Manager), osTicket Help Desk Software, Microsoft Office Suite, Acronis True Image, Accruent EMS Enterprise, Web Browsers, Innosoft Fusion, Active Network, Avigilon Video Client, Carousel, Kronos WFC, Abila MIP Fund Accounting, Sage Fixed Assets, Adobe Creative Suite, MicroFocus ZenWorks, and Zoom
- Working knowledge of mobile operating systems, including, but not limited to Apple iOS and Google Android
Trainings:
- Anti-Harassment Training
- Gender Awareness Training
- Computer Security Awareness Training
- Browser Security Basics
- Cybersecurity Awareness for Employees: Classifying and Safeguarding Data for Corporate and Personal Use
- Cybersecurity Awareness for Employees: Social Engineering
- Cybersecurity Awareness for Employees: End-User Best Practices
PERFORMANCE EXPECTATIONS
- Must professionally represent the Mission, Vision, and Value of Associated Students and San Diego State University at all times
- Commitment to values of diversity, multi-culturalism, and higher education
KNOWLEDGE, SKILLS & ABILITIES
- Ability to efficiently troubleshoot current and legacy hardware and business applications in an enterprise LAN/WLAN environment
- Ability to learn and quickly apply new technical information (including processes/procedures)
- Ability to interact professionally with clients in-person, over-the-phone, or via email/chat
- Ability to exercise independent judgment and work accurately and efficiently while interpreting and applying A.S. and SDSU policies/procedures
- Ability to setup and troubleshoot networked printers/MFPs and install maintenance kits
- Ability to both give and receive instruction in a professional manner
- Willingness and ability to train users on software, hardware, and best practices
- Ability to manage multi-phase IT projects with minimal supervision
- Must have strong English language skills and the ability to read, write and verbally communicate at a level appropriate to the duties of the position
- Ability to operate a computer with proficiency with Microsoft Office Suite (i.e. Word, Excel, PowerPoint), Google Workspace, and ability to learn and utilize new software programs
- Ability to gather and organize data, draw logical conclusions and discern implications
- Well organized, ability to effectively multi-task, ability to prioritize work, problem solve, make timely decisions, and meet scheduled deadlines under potential pressure
- Must be self-motivated, self-starter, and perform with minimal direction and supervision
- Excellent interpersonal skills; ability to relate and communicate effectively with a diverse population of students, staff, faculty, colleagues, vendors, and guests
- Ability to present a consistent, positive approach to students and all internal and external contacts by being courteous, respectful, helpful, and cooperative at all times
- Ability to adapt to and work in an environment of constant change, growth, and frequent interruptions
COMPENSATION
Starting Range: $26.55-$30.29
SCHEDULE & WORKING CONDITIONS
This is a regular, full-time position. Flexibility and willingness to work long and irregular hours and days, including evenings, weekends and holidays as needed.
WORK ENVIRONMENT
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Work conditions may vary depending upon the location of job tasks required; may occur indoors and outdoors, therefore requiring exposure to a variety of elements. While working indoors, the lighting and temperature are adequate. The work environment may involve exposure to various elements including but not limited to: chemicals, dust, fumes, cold, heat, noise, vibrations and dampness. While working outdoors, the work environment may involve exposure to various elements including but not limited to: sun, heat/cold, dust, pollens and other environmental risks.
PHYSICAL DEMANDS
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Physical requirements include talking, listening, sitting, standing, walking, manual dexterity, eye-hand coordination, use of office equipment including but not limited to computers, scanners, printers, telephones, copiers, fax machines, digital cameras, corrected vision and hearing to standard range.
Depending on task requirements, physical demands may require standing and walking for extended lengths of time and may require lifting, pushing, pulling, moving and carrying items up to 50 pounds (unassisted) and 75 pounds (with assistance).
RELATIONSHIPS
Inside the Organization
- Reports to the Senior Systems Analyst
- Oversees Computer Technicians
- Assists the IT Manager and IT Associate Director as necessary
- Interacts with the Computer Roundtable Representatives
- Works with all A.S. employees
Outside the Organization
- Interacts with other departments of the University, intercepting and answering inquiries on behalf of the Senior Systems Analyst when appropriate
- Interacts with vendors to provide support for company software and hardware
EMPLOYMENT CATEGORY: Full-Time, Hourly, Non-Exempt, Grade 6
A background check (including a criminal records check) must be completed satisfactorily before any candidate can be offered this position with Associated Students. Failure to satisfactorily complete the background check may affect the application status of applicants or continued employment of current Associated Students employees who apply for the position.
