Support Analysts provide support to clients in their use of technology, including software, hardware, audiovisual, and networking issues. Function as a support resource and assist other support staff, providing ongoing guidance to the clients and support team. Troubleshoot and solve technical issues related to the designated environment such as audiovisual technology infrastructure, ranging from audio systems, video processing, AV switching, control systems, computing, front-end projections and displays. Document resources used, steps taken toward resolution, solutions, and work to provide excellent service and initiatives.
Note: These positions will provide support for a variety of technology-enabled spaces at Miami University. We are looking for candidates with computer support skills but specifically, audiovisual support skills.
About Miami University: In 2015 U.S. News & World Report ranks Miami University #1 among public universities (second overall behind Princeton) for its strong commitment to undergraduate teaching. Miami University, a student-centered public university founded in 1809, has built its success through an unwavering commitment to liberal arts undergraduate education and the active engagement of its students in both curricular and co-curricular life, enhanced by superior select graduate programs. The Miami University student body is comprised of 16,000 undergraduates and 2,500 graduate students on the Oxford campus. Regional campuses in Hamilton, Middletown, and West Chester enroll 5,500 combined. About 230 students per year leave Oxford to study at Miami's Luxembourg campus for a semester or a year. Miami effectively combines a wide range of strong academic programs with faculty who love to teach and the personal attention ordinarily found only at much smaller institutions. Faculty and staff are highly valued for their contributions toward the Miami experience. Miami employees enjoy competitive benefits such as health care, paid time off, pension plans, tuition fee waiver and an excellent work environment. Ranked in 2015 by Forbes as the #1 Best College Town, Oxford, Ohio is home to Miami’s main campus, 35 miles northwest of Cincinnati. Known as one of the most beautiful campuses in the nation, Miami, the nation's tenth oldest public university, is recognized for its striking red brick Georgian-style architecture and tree-shaded lawns.
Miami is committed to a culture of health and wellness on campus with several benefits, healthcare, and wellness programs.
Health, dental, vision, life and long-term disability insurance, tuition fee waiver, paid sick and parental leave, paid vacation, paid holidays; state sponsored, alternate and supplemental retirement plans are part of our employee benefits package.
Plus you can be part of the University’s academic culture and can teach one credit bearing course per semester.
EO/AA Statement/Clery Act:
Miami University, an EO/AA employer encourages applications from minorities, women, protected veterans and individuals with disabilities. Miami does not permit, and takes action to prevent, harassment, discrimination and retaliation. Requests for reasonable accommodations for disabilities should be directed to ADAFacultyStaff@Miamioh.edu or (513) 529-3560. Annual Security and Fire Safety Report may be found at: http://www.MiamiOH.edu/campus-safety/annual-report/index.html. Criminal background check required. All campuses are smoke- and tobacco-free.
Duties Related to Support Analyst II:
Provide Tier II technical support to clients remotely or in the field by troubleshooting and resolving requests.
Troubleshoot Tier II issues including software, hardware, audiovisual, and networking issues.
Emergency "on-call" rotation.
Escalate complex problems and work with other Tier I, Tier II or Tier III staff to assure resolution.
Document resources used, steps taken toward resolution, solutions, and work to provide excellent service and initiatives in the Knowledge Center Support Repository.
Build positive relationships and serve as liaison between areas within IT Services to coordinate technology projects requiring communication, sharing of information, and cooperation across many areas of expertise.
Provide and/or share technical knowledge with other support staff in the resolution of problems and requests.
Evaluate new computer hardware, software and audiovisual equipment for use at the University.
Actively promote a customer-oriented environment in which the client is treated professionally and courteously.
Demonstrate strong customer service skills including the ability to, diplomatically, patiently, and successfully handle customer complaints, problems, questions, conflict, and suggestions.
Participate in cross-functional projects.
Identify symptoms and break problems into distinct and manageable parts; interpret root causes associated with a given problem; seek other resources/expertise to define solutions; assist in solving intra-team problems.
Demonstrate excellent oral and written communication skills including the ability to communicate technical information to a variety of audiences including end users and clients.
Apply principles and processes of service levels to work; identify/highlight service problems.
Participate in professional development activities.
Perform other related duties as required or assigned.
Preferred Qualifications Related to Support Analyst II:
Knowledge of Audio, Video, Video Conference and Control Systems.
Knowledge of Installation and mounting of AV equipment such as projectors, Flat panel televisions, brackets, etc.
Experience testing and troubleshooting cabling and audio visual equipment.
General knowledge of construction & the AV industry.
Knowledge & experience with Windows desktop operating systems and desktop business software, such as Windows 7, Windows 10 and Microsoft Office.
Knowledge & experience with Macintosh desktop operating systems and desktop business software, such as Mac OS X 10.11.x (EI Capitan), Mac OS X 10.15 (Catalina) and Microsoft Office.
Experience with Google products such as Google Doc, Google Mail, Google Drive
Experience supporting networked printers.
Knowledge of the operation of computer-based and integrated audiovisual learning environments
Experience with wired and wireless networks, IP Addresses, and DHCP
Familiar with managing Windows using Group Policy, Imaging and other tools.
Excellent verbal and written communication skills; including communicating technical information in terms understandable to the end user.
Excellent customer service skills; including diplomatically, patiently, and successfully handling complaints, problems, questions, conflict, and suggestions
Appointment as Support Analyst II requires an Associate’s Degree earned by date of hire and 2+ years of relevant experience.
Or, 5 years relevant experience.
This position is available to persons who are currently authorized to work in the United States on a full-time and indefinite basis. (Persons authorized to work on such a basis include US citizens, lawful permanent residents (“green card” holders), asylees, refugees, and temporary residents under IRCA.) This position is not eligible for OPT, H1-B or green card support.