SENIOR END USER SUPPORT ANALYST

Senior End User Support Analyst 

Pay Status and Classification: Exempt, Regular Full Time

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). 

Essential Responsibilities and Duties:

1. User Support: Provides second level analysis of issues related to computer systems in use on campus (e.g.  desktops, laptops, tablets, mobile devices, and peripherals connecting to enterprise applications through a variety of technologies including network or cellular connectivity). Supports multiple operating system environments and applications, providing problem resolution strategies appropriate to the environment as well as to a user’s technical skill level. Provides technical consulting and training support services while also analyzing and researching new technologies.
2. Technical Support: Provides oversight and/or support for one or more ITS projects. Consult with Client Services and other ITS staff to plan, coordinate, and schedule regular Windows and Mac image updates.  Analyze 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).  Conducts assets management and inventory procedures including oversight of the physical inventory.  Evaluates new products and recommends hardware and software appropriate to various campus constituencies. 
3. Collaboration: Coordinates service team activities related to problem identification and resolution. Works with members of the campus community to research and develop tools and resources to enhance computing environments for all operating systems in use on campus. Partners with vendors as needed to analyze, evaluate and resolve issues with hardware, software and audio-visual/multimedia equipment
4. Customer Service: Coordinates and partners with all members of the ITS department to be responsive to the needs of users and to work on projects as needed by Information Technology Services. Consults with faculty, staff, and students to identify and implement technologies and solutions that best meet users’ needs both short-term and long term. Coordinate ITS resources as required.
5. Administration: Prioritizes requests and management of technical project workload. Maintains written operational, configuration, or other procedures including end user documentation. Stays current and up-to-date knowledge of the College’s computing environment and of emerging technologies in order to keep users informed and current. Pitches in to assist colleagues as needed. 

Qualifications: 

1. Bachelor’s degree and a minimum 5 years’ demonstrated experience providing advanced Tier 2 technical support of complex technology environments comprising Windows and Macintosh operating systems (Linux a plus) and/or a combination of relevant education, training, certifications, and/or work experience.
2. Experience providing client, systems, and analytical services support in a higher education environment is preferred.
3. Experience with Help Desk ticketing systems (TeamDynamix is a plus)
4. Familiarity with imaging of Windows and Macintosh systems using software such as Microsoft Endpoint Configuration Manager, VMWare, Jamf, InTune, NetBoot/NetRestore, etc.
5. Excellent communication skills (written and oral)
6. General networking (TCP/IP) knowledge
7. Demonstrated planning and organizational skills; project management background beneficial
8.  Familiarity with audio, video, and other multimedia technology is desirable
9. Experience with server operating systems such as Windows Server is helpful
10. A+, HDI, and other hardware and software support certifications are considered a plus
11. Ability to support, contribute to, and strengthen a vibrant, culturally diverse, and inclusive learning community of students, alumni, faculty, and fellow colleagues.

The annual salary range for this position is $65,000.00-$77,000.00. Except for roles with a set rate of pay, the wage/salary of the finalist selected for this role will be set based on a variety of factors, including but not limited to departmental budgets, qualifications, experience, education, licenses, specialty, and training. The stated hiring rate/range represents the College’s good faith and reasonable estimate of the rate/range of possible compensation at the time of posting.

We know some job seekers may not apply for career opportunities unless they meet every qualification in the position description including the preferred qualifications. We are most interested in hiring the best staff and faculty colleagues, and recognize that a successful candidate may come from a less traditional career path. We encourage you to apply, even if you don’t believe you meet every one of our preferred qualifications. 

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, and criminal history background check.

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.