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Technical Analyst

Technical Analyst

Harvey Mudd CollegeClaremont, CA, US
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Technical Analyst

The Technical Analyst must be a highly motivated and service oriented technical support specialist. The individual in this position is a member of a front line support team within Computing and Information Services that provides audio visual (AV) support and technical consultation and hardware and software support to campus users, which includes; troubleshooting, researching, analyzing and responding to a wide range of routine and complex issues or questions and requests for assistance. The technical analyst develops documentation and provides informal training for users on a wide range of software, hardware, and AV systems. A primary job function is serving as the first point of contact at the CIS Help Desk for faculty, staff and students and tracking user support requests through the CIS ticket system.

Job Duties and Responsibilities

  • Provide support for campus computers, software, printers, and AV systems.
  • Document support requests in the CIS ticket system, including details related to the tasks performed for resolving the issue or request.
  • Staff the Help Desk and / or AV events according to the User Services coverage schedules.
  • While staffing the Help Desk adhere to standard work practices.
  • While assigned AV event support adhere to standard work practices; provide assistance with setup, support to event organizer, operation and the removal of AV equipment.
  • Troubleshoot software, hardware, and AV issues by researching, analyzing and / or contacting vendors to identify solutions or gain additional support.
  • Using Bomgar or other similar software to conduct remote support sessions.
  • Install new computers, software and software upgrades; assess installations and ensure they function properly and meet user needs.
  • Develop documentation for use by end-users and for internal CIS purposes.
  • Support and maintain campus lab computers and software.
  • Provide training to staff, faculty and students who use common campus software, hardware and AV equipment.
  • Collect and maintain hardware inventory records and software licensing information used for CIS services such as the Computer Upgrade Program (CUP) and the Loaner Program.
  • Conduct research for more complex questions and requests for assistance.
  • Prepare and distribute electronic notifications to the campus for planned and unplanned systems and network events or problems.
  • Proactively maintain technical skills and knowledge, keeping up-to-date with new operating systems, browsers, and common campus applications like Sakai, Office365 and Google Workspace.

Other Tasks

  • Attend and actively participate in CIS User Support Services and CIS department staff meetings.
  • Support campus events that may occur outside of normal Help Desk hours, and maintain general knowledge of AV systems.
  • Collect information and respond to systems and network emergencies.
  • Practice common security standards by keeping sensitive data confidential and protecting shared admin passwords.
  • Escalate urgent issues via phone and email to CIS managers.
  • Meet and consult with faculty, staff and students regarding their computing needs; independently apply well-thought out technical judgment to recommend software and / or hardware as appropriate.
  • Diplomatically act as the liaison between CIS and other College constituents.
  • Work directly with other CIS teams to support data and technical needs for other departments.
  • Identify solutions and strategies to support special projects; and act as the liaison between the other departments and CIS.
  • Support the operations and cleanliness of the Sprague Learning Center as needed.

    • Required Knowledge, Skills and Abilities

  • Demonstrated ability to configure and troubleshoot Windows, Mac OS X, PC and Mac hardware, and mobile devices (such as tablets and smartphones).
  • A strong technical support background with knowledge that allows for quick resolution of common hardware and software issues.
  • Excellent written and verbal communication abilities while supporting campus users.
  • Excellent customer service skills.
  • Desire to learn and work with new technologies and follow up on technical trends and news.
  • Demonstrated ability to work well as part of a team and work well with individuals from different backgrounds and differing levels of information technology competency.
  • General knowledge campus wired and wireless networks with the ability to do basic troubleshooting of connectivity issues.
  • Strong problem-solving and critical thinking skills to develop and test hypotheses.
  • Ability to communicate technical concepts in simple terms.
  • Ability to prioritize competing tasks with consistent follow-up.
  • Working knowledge of AV equipment and common practices for recording and editing video.

    • Required Education and Experience

    Education : High School Diploma or equivalency.

    Experience : Any combination of post-secondary education, training and experience that provide the knowledge, skills and ability to perform the duties and responsibilities of the position.

    Preferred Qualifications

  • Passionate about and a strong focus on customer service, with a "white-glove" approach to every service interaction.
  • Genuine interest in learning new technologies at a rapid pace.
  • Enthusiastic approach to helping users and solving problems.
  • Eager to understand business processes and propose improvements that create efficiencies or make use of existing or emerging technologies

    • Minimum Physical Requirements

    Frequent lifting up to 10 lbs.; occasional lifting between 11 and 50 lbs.; frequent pushing / pulling between 20-50 lbs.; frequent sitting, standing, walking, and squatting; constant keyboarding and handling.

    Usual work days Monday through Friday; days may vary due to the needs of the College or department and may include evenings hours and weekends.

    Usual work hours 8 : 00 a.m. 5 : 00 p.m. (includes one-hour meal period); hours may vary due to the needs of the College.

    Classification and Status : This is a nonexempt, full-time, 12- month, benefits-eligible position. Salary : $26.00 - $30.00 per hour.

    Reporting : This position reports to the User Support Services Manager.

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    Technical Analyst • Claremont, CA, US