Job Title:
IT Support Analyst

Passion…Inspiration…Innovation…Do you live by those?
If yes, read on…

At Stratford University employees take enormous pride in their work and the work of the University. Stratford is not just your next job -- it is a career where employees find their true calling and feel tremendous joy in making a difference in the lives of others. Every employee is empowered and encouraged to contribute innovative ideas to enhance the student experience and learning outcomes. This is made evident by our motto, “Changing lives, one student at a time.”  Visit our University blog at http://www.stratford.edu/blog

Overview: 

Do your business friends tease you for being a geek? Your friends and family bring their computers and laptops to you to fix their issues? You like the idea of showing off your ability to complete complex tasks and projects quickly with little to no guidance, reacting with appropriate urgency to situations that require a quick turnaround. You have a keen sense for seeing through the questions being asked, to identify the actual problem a user is having. In this role you will be responsible for keeping Stratford University users happy.

Essential Job Functions:

Campus

• Welcomes and resolves, with a positive attitude, all needs and questions of students/faculty/staff
• Maintain the computers and copiers throughout the campus to ensure efficient, reliable, stable, and predictable operation
• Assists and guides users on the use of computer hardware and software
• Prepares the classrooms/labs for the instructors
• Provides assistance concerning the use of computer hardware and software, including printing, installation, word-processing, electronic mail, wireless access, and operating systems
• Responsible for overall network and systems health to include systems backups, anti-virus/anti-malware updates, security updates, etc.
• Monitors, identifies, and manages bandwidth usage issues
• Works as part of a multi-campus team to ensure that all calls and tickets to the service desk are answered promptly and resolved in a timely and courteous manner
• Performs network troubleshooting to isolate and diagnose common network problems
• Responds to the needs and questions of users concerning their access to resources on the network
• Maintain building security system, door locks, cameras, and key fobs. Provide access to employees, configure schedules, and respond to all alarms
• Order printer supplies and work with vendor support as necessary
• Order computer hardware, network equipment, and device consumables per campus needs within IT Budget
• Maintain up to date inventory of all IT/AV equipment
• Maintain all audio/visual equipment to include: televisions, classroom audio, microphone systems, remote class smart boards, and projectors
• Maintain domain controller, print server, and network file shares
• Work with all outside vendors for IT and non IT related issues
• Setup phone extensions, voicemail, and direct lines
• Performs other duties as assigned

Enterprise

• Work under direction of University Administration (UA) IT staff on implementation and support of enterprise systems and infrastructure
• Setup enterprise servers and associated services as directed by UA IT personnel
• Train IT Coordinators on basic support of newly implemented systems
• Work with faculty and adjuncts on lab support solutions (Skytap, RemoteApp, etc.) to setup systems for instructional use while ensuring that solutions are consistent with University standards
• Act as an escalation point to first level help desk technicians, assisting with advanced troubleshooting or process/systems knowledge
• Document and help enforce consistency on various enterprise process policies and procedures
• Help identify opportunities to implement innovative solutions for students, faculty, and staff
• Assist senior IT staff in enterprise implementation projects – including: PC deployment, server implementation, network upgrades, and other IT initiatives
• Assist with upgrades and support of enterprise systems under direction of corporate IT personnel
• Provide second level support for multiple enterprise applications including: SharePoint, RemoteApp, Skytap, scheduling, word processing, spreadsheets, presentations, internet browsers, as well as specialized department-specific applications
• Apply OS patches and upgrades on a regular basis. Configure/add new enterprise services as directed.
• Willingness to become a Subject Matter Expert (SME) for select technologies deployed throughout the Stratford enterprise

The Skills:

• Committed to quality service to customers needing resolution of computer problems
• Excellent written, verbal, and interpersonal skills
• Master of interpreting a variety of instructions furnished in written, oral, diagram or schedule form
• Provide accurate and timely resolution of staff/faculty/student computer problems
• Escalate problems as appropriate
• Maintain communications with staff/faculty/students during the problem resolution process
• Proficiency in MS Office Applications (Excel, Outlook, PowerPoint, Word)
• Ability to maintain a flexible work schedule including evenings, weekends, and on-call as needed
• Ability to function in a fast paced and demanding work environment

Required Education and Experience:

Campus

• Strong service and student success orientation
• Patience with staff/faculty/students
• Planning and monitoring for results
• Rational decision making
• Knowledge of superior customer service standards and practices

Enterprise

• Be a highly motivated, detail oriented, self-starter willing to take direction and constructive guidance from senior IT personnel
• Ability to communicate clearly with technical and non-technical audiences, both verbally and written
• Excellent organizational skills and ability to prioritize tasks among many competing requests
• Demonstrated capability to work with little management oversight, must have strong personal initiative
• Strong interpersonal, oral and written communication skills including the ability to give clear and concise presentations of complex material.
• Must exhibit initiative, discretion, tactic and good independent judgment.
• Analyzing data and drawing appropriate conclusions, then recommending changes
• Ability to perform root cause analysis and resolve issues consistent with Stratford enterprise standards
• Strong focus on security of Stratford enterprise systems/data
• Ability to develop customer-centric solutions consistent with Stratford enterprise IT philosophies

Work Environment and Physical Demands:

• Office environment
• Travel among campuses may be required
• Ability and willingness to work extended hours or a modified schedule to support planned enterprise activities or emergency situations
• Perform on call support after business hours, monitoring and responding to email for end users support or system alerts that require attention.
• Regularly required to stand; use hands/fingers to handle or feel; reach with hands and arms; talk and hear
• Regularly required to walk, stoop, kneel, crouch, and/or crawl
• Working on a ladder may be required occasionally
• Regularly required to lift and/or move up to 20 pounds and occasionally lift and/or move up to 75 pounds

 Required Education and Experience:

• Bachelor’s degree in a related discipline required
• Knowledge of computers and network issues, including experience with routing and network protocols, Cisco IOS, DNS, FTP, and Active Directory (including user account/access permissions)
• Familiarity with server platforms, virtualization technologies, IP telephony, lab management systems, Anti-Virus/Anti-Malware software, video conferencing, and remote access (VPN, RDP, etc.)
• Understanding of TCP/IP and various network technologies, protocols, and connections preferred
• Familiarity with PC, Apple (Mac and iOS), and Android platforms preferred

The above statements are intended to describe the general nature and level of work being performed.  They are not intended to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified.

Stratford University is an Equal Opportunity Employer

“Changing Lives…One Student at a Time”