Job Description
SUMMARY: The User Support Analyst II is a full-time, benefits-eligible role that provides advanced tier technical support to faculty, staff, and students, and maintains software, hardware, and classroom technology to achieve desired outcomes and promote high customer satisfaction. This position is not exempt from provisions of the Fair Labor Standards Act (FLSA) and therefore is eligible to earn overtime pay or compensatory time off for additional hours worked over 40 in a single work week.
ESSENTIAL DUTIES AND RESPONSIBILITIES: • Lead internal IT projects and collaborate with all stakeholders to understand project requirements and recommend sustainable solutions that meet defined business and academic needs. • Develop, deliver, and maintain technical support and training information to reach technical and non-technical users. • Train Service Desk Analyst and USA I positions with current processes and procedures. • Provide Tier 1, 2 and 3 technical support, coordinating with other analysts to review, prioritize, diagnose, and resolve at least 90% of all requests within 3 business days. At least 60% of all requests should be resolved by the User Support Services team, of which the Analyst is a part. • Assist with deploying, maintaining and troubleshooting technology related hardware and infrastructure. This includes, but is not limited to, computers, PC tablets, iPads, monitors, printers, projectors, and smart boards. • Manage student workers as needed.
Secondary Duties and Responsibilities: Other duties and special projects may be assigned to meet department and/or university goals.
Qualifications
EXPERIENCE, KNOWLEDGE AND SKILLS REQUIRED • 3+ years progressive experience in a user support role, preferably in higher education, demonstrating strong skills in Microsoft Windows and Apple operating systems, MS Office suites, troubleshooting hardware, software, and network connectivity issues. • Some leadership experience and ability to provide training and coaching to team members. • Strong problem solving, critical thinking, analytical skills required. • Strong customer service, oral and written communication skills required. • Demonstrated organization and follow-up and follow-through skills to ensure completion of goals and objectives in specified timeframe. • Must be able to work in a fast-paced environment with demonstrated ability to effectively prioritize multiple competing tasks and demands. • Ability to work independently and as a member of a high-functioning team. • Proven ability to quickly learn and apply new technology, software, processes, and procedures. • Knowledge of Windows 7/10 and Mac OS; Dell and Apple hardware knowledge. • Familiarity of Active Directory. • Familiarity using audio and video equipment. • Excellent interpersonal skills with an emphasis on customer service and troubleshooting. • Ability to learn new software quickly. • Extremely comfortable with technology. • Ability to work with users of all skill levels. • Proven ability to communicate in a variety of written forms. • Ability to successfully manage multiple projects and deadlines. • Flexible and adaptable. • Comfortable working with Microsoft Office products. • Takes initiative. • Strong end-user/customer service focus. • Proven ability to troubleshoot basic-to-moderately complex IT problems. • Proven creative problem-solving skills.
PREFERRED EXPERIENCE: • Service desk ticketing system (e.g., ZenDesk) experience • OS image creation and deployment • Office 365 and SharePoint administration
APPLICATION PROCESS Does this sound like a good fit? Click on the green “I’m interested” button and submit: 1. A cover letter addressing the position qualifications and experience 2. Current résumé or CV 3. Salary requirements 4. Contact information for three professional references.
Applications received by June 24, 2022, will receive first consideration. Queens will continue to accept applications until the position is filled.
Additional Information
ABOUT QUEENS UNIVERSITY OF CHARLOTTE
Located in the heart of the nation’s second fastest growing metropolitan area, QUEENS UNIVERSITY OF CHARLOTTE leverages the city’s diverse and thriving environment as an extended classroom. Nationally recognized for undergraduate programs in international and interdisciplinary education, Queens blends the best of liberal arts learning with professional preparation and community engagement. Focused on supporting success for diverse learners, faculty build close and collaborative relationships with students and help them build intentional and individualized roadmaps for flourishing at Queens and beyond. At the graduate program level, the University offers innovative educational experiences that help learners advance professionally and retool for new opportunities. Our environs afford faculty myriad opportunities to advance their own professional growth and teaching and research interests by collaborating with vibrant industry, non-profit, and community organization sectors.
Because of our history of innovation and our legacy of strong leadership, QUEENS IS POSITIONED TO BE AMONG THE NEW FORERUNNERS OF AMERICAN HIGHER EDUCATION. This is a defining moment for Queens. While other institutions are focused on sustaining and surviving, we are thinking much bigger. Institutions that understand what is needed and are willing to reimagine what is possible can position themselves to thrive and strengthen their market position after the pandemic with innovative approaches that are deeply connected to the world and its greatest challenges.
By 2030, Queens aspires to become THE LEADING, PRIVATE, NATIONAL UNIVERSITY OF CHARLOTTE with deep, meaningful, and reciprocal connections to the needs of our local community and economy; inventive and multidisciplinary academic programs that are connected to the world’s most pressing challenges and biggest areas of opportunity; a fully connected, integrated, and innovative set of experiences that support holistic wellness and wellbeing; a culture of continuous improvement and investment that enables faculty and staff to flourish and achieve their full potential; and a comprehensive approach to diversity, equity, and inclusion that begins on campus and radiates throughout the community.
BENEFITS
Queens offers comprehensive benefits to eligible employees, including: medical, dental and vision insurance, domestic partner benefits, defined contribution (matching) and supplemental 403(b) retirement plans, vacation and generous paid holidays, tuition remission and tuition exchange, Queens-paid life insurance, supplemental life insurance, dependent life insurance, accidental death and dismemberment insurance, flexible spending accounts (medical, dependent care, Health Savings Account), sick leave and long-term disability leave, paid parental leave, FMLA leave when eligible, reduced cost meals at Morrison Dining Hall, employee assistance program (EAP), free access to the Levine Center, wellness programs. In addition, employees may choose benefits such as pet insurance, critical care insurance and legal assistance.
Queens University of Charlotte is an equal opportunity employer and is firmly committed to supporting and celebrating all forms of diversity. Queens does not discriminate on the basis of race, color, gender, sex (including pregnancy, child birth and conditions related to pregnancy or child birth), sexual orientation, gender identity or expression, religion, age, national origin, disability, political beliefs, veteran status, genetic information or any characteristic protected by law in the administration of its educational and admissions policies, scholarship and loan programs, athletic programs, employment and hiring policies, or other University-administered programs.
Any individual with a disability who needs any reasonable accommodation under the Americans with Disabilities Act to apply for a position or otherwise to participate in Queens' job search/selection process should contact the Director of Human Resources at 704.337.2222.
PHYSICAL REQUIREMENTS (with or without reasonable accommodation) require ability to
• Remain in a stationary position, most of the time. • Exchange accurate information with co-workers, frequently. • Read reports, create presentations, use a computer system, most of the time • Communicate with co-workers, most of the time. • Write, type, and use the computer, telephone, copier, and other office equipment systems, most of the time. • Move about inside the workspace to access resources and office equipment, and attend meetings across campus, regularly. • Exert moderate force to move objects, occasionally. • Think critically, concentrate on the task at hand, and respond quickly to changes in conditions, most of the time.
WORK CONDITIONS
• Must be able to work in office environment having contact with students, faculty, staff, service providers and vendors on any given day. • Work has deadlines, multiple interruptions, high volume and can be stressful.
Nothing in this job description restricts the university’s right to assign or reassign duties and responsibilities to this job at any time; this description reflects the university’s assignment of essential functions, it does not proscribe or restrict the tasks that may be assigned; this job description is subject to change at any time