Human Resources

CLIENT SERVICES SUPPORT ANALYST

Apply now Job no: 493167
Appointment Type: Admin Full-time
Department: ITS
Categories: Administration

Client Services Support Analyst

Pay status and classification: Exempt, regular full time

Supervisor: Director of Client Services  

Position Purpose: Assesses, analyzes, and identifies sources of technical problems and implements appropriate technical solutions in response to requests from all College constituencies (faculty, administrative staff, and students). Duties include analyzing various system components within a complex operating system and application environment (including Windows, Macintosh, and Linux operating systems, Microsoft Office, Adobe Creative Suite, and other discipline-specific software).  Coordinate service team activities related to problem identification and resolution.  Responsible for prioritizing requests and management of technical project workload. In addition, the position provides technical consulting and training support services while also analyzing and researching new technologies.

Essential Responsibilities and Duties:

  1. Provides evaluation and analysis of issues related to computer systems in use on campus, including desktops, laptops, tablets, mobile devices, and peripherals connecting to enterprise applications through a variety of technologies that include network or cellular connectivity.    
  2. Consults with faculty, staff, and students to identify and implement technologies and solutions best suited to users’ short-term and long term needs. Coordinates ITS resources for implementation and support as required.
  3. Maintains a current knowledge of the College’s complex computing environment and of emerging technologies. 
  4. Maintains technical documentation of operational, configuration, or other procedures, including end user documentation.
  5. Partners with vendors to analyze and resolve issues related to software, hardware, and audio-visual hardware.
  6. Assist with oversight of work study students who staff the Service Desk.
  7. Communicates and collaborates with campus community members to research and deploy technology resources that provide efficient and effective computing environments for use on campus.
  8. Analyzes new technologies and recommends appropriate software and hardware solutions to various campus constituencies.

Qualifications: 

  1. Bachelor’s or Associate's degree in information systems, computer science, or other related field of study, and/or a combination of relevant education, training, certifications, and/or work experience. A knowledge of higher education IT infrastructure, operations and services is a plus. 
  2. Experience providing advanced technical support of various computing environments including Windows and Macintosh operating systems for a minimum of 2 years.Experience with Linux operating system a plus.
  3. Demonstrated technical expertise with computer operating systems and applications commonly used with Windows, Macintosh, and Linux platforms. 
  4. Possess general network expertise and understanding.
  5. Experience employing Help Desk ticketing systems and asset inventory desirable (TeamDynamix software, etc…) 
  6. Demonstrated planning and organizational skills required. Project management skills are helpful.
  7. Able to collaborate effectively with colleagues across the College to achieve shared goals and objectives, including fellow ITS team members. 

Preferred Qualifications:

  1. Experience providing systems and analytical support services in a higher education environment. 
  2. A+ Certification and Help Desk Institute membership.
  3. Familiarity with audio, video, and other multimedia technology.

We offer exceptional benefits including:

  • Generous Vacation, Sick and Personal Time
  • Winter Recess Break in Addition to Paid Holidays
  • Healthcare, Dental, and Vision Insurance (Flexible Spending and Dependent Care Accounts)
  • Free On-Campus Fitness Facility Access and Discounts for On-Campus Wellness Programs
  • Employee Scholarships toward Certifications, Seminars, Training and Professional Development
  • Pre and Post Tax participation in a 403(b) Retirement Plan
  • Salary Continuation Program in the event of Disability
  • Tuition Assistance Program for Employee, Spouse and/or Dependents

Note: All new hires of Union College are subject to a thorough education, work experience, criminal history background check and pre-employment physical where applicable.

Union College

Officially chartered in 1795, Union College is the fifth oldest liberal arts college in the country. Located in the Capital District of New York State, Union is a highly selective residential and undergraduate college, home to 2,200 students and 220 faculty, and offering 44 majors. Union was the first liberal arts college to rethink the traditional liberal arts education and adopt an engineering curriculum. That pioneering approach continues today with an education that encourages students to work beyond the limits of disciplinary boundaries, allowing them to think globally and lead innovatively in a world where problem solving requires breadth across humanities, arts, social sciences, science, and engineering.

Diversity at Union College

Union College is an equal opportunity employer and strongly committed to student and workforce diversity. Increasing diversity on campus is a critical priority for Union, one that is integral to our mission of preparing students for a globally interconnected world. Union provides a blend of intellectual, social and cultural opportunities to facilitate the integrated academic, social and personal development of a diverse community. We value and are committed to a host of diverse populations and cultures including, but not limited to, those based on race, religion, disability, ethnicity, sexual orientation, gender, gender identity, national origin and veteran status. Union College is committed to providing access and will provide reasonable accommodation in its application process to individuals with disabilities that request such accommodations.

Non-Discrimination Policy

Union College will not discriminate in the recruitment or selection of faculty and employees, or in any other area of employment, on the basis of age, sex, race, national origin, religion, religious belief, disability, sexual orientation, gender identity or expression and veteran status. In this regard, opportunities for advancement will be made available without bias. The College is also subject to state and federal laws, supports efforts to attract and retain fully qualified women and other minority group members for faculty and other positions. Union College will comply with the letter and intent of all State and Federal laws and applicable orders pursuant to Equal Employment Opportunity and Affirmative Action.



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