Arizona State University · 12 hours ago
Systems Support Analyst
Tempe, AZ
Full-time
Onsite
Mid Level
$54K/yr - $54K/yr
3+ years expArizona State University is a leading institution committed to advancing educational excellence and community engagement. They are seeking a Systems Support Analyst to provide endpoint support to faculty, staff, and student workers, ensuring the efficient operation of IT services and troubleshooting technology-based issues. The role involves collaborating with various teams to implement solutions and maintain service expectations.
EducationNon ProfitUniversities
Responsibilities
Prioritizes team focus and adapts to a dynamic environment, allocating resources and expertise where needed
Collaborates routinely with other teams, vendors, and organizations to identify, plan, and implement solutions to a variety of small to large-scale IT needs
Serves as technical, process, and policy expert providing guidance to staff, customer units, and the broader ASU community
Maintains day-to-day operations of a specialized support area by providing on-site support and functions
Resolves, escalates, and prioritizes IT support requests from faculty, staff, student workers via remote tools (Bomgar, Zoom), phone, email, tickets, chat, etc
Rapidly resolves technology-based issues in conference rooms and other collaborative spaces
Consults with users, additional teams and vendors on A/V support events and provides day-of-support as required
Updates ticket system to reflect activities performed and status of requests to ensure timely completion of work orders by the team in accordance with established policy
Creates, updates, and maintains technical documentation and provides feedback for process improvement
Supports multi-platform computer systems, copiers, peripherals, and mobile devices in accordance with department policy
Troubleshoots hardware and software issues by performing a variety of diagnostic procedures to identify and implement appropriate corrective measures
Provides software application assistance to end users as requested; replicates errors, configures settings of computers, printers, etc
Deploys software remotely via JAMF and SCCM in accordance with ET standards and licensing
Traces and troubleshoots network connectivity problems; escalating to appropriate support departments as warranted
Develops and applies standard computer images with authorized software to computers to ensure a standard user experience
Installs and/or replaces hardware and associated devices including, but not limited to: network cards, RAM and internal/external storage drives
Refers warranty hardware problems to vendor for resolution via phone, online, or in person
Maintains inventory of all laptops, desktop and peripheral equipment and accessories; initiates requests for replacements to ensure availability in accordance with established policy and standards
Provides consultation on both hardware and software purchases
Collaborate across teams and actively participate in ET/ASU events and programs
Leverage AI in routine tasks and contribute ideas for using AI to improve the unit’s efficiency and overall performance
Take responsibility for fostering a positive culture, upholding organizational values, and championing engagement in all its forms
Qualification
Required
Bachelor's degree and three (3) years of experience appropriate to the area of assignment/field; OR, Any equivalent combination of experience and/or training from which comparable knowledge, skills and abilities have been achieved
Must possess a valid U.S. driver's license of appropriate class and required endorsements throughout employment
Demonstrated ability to self-manage and adapt to current priorities while meeting the expectations of our service partnership agreements
Experience working in a small team of IT technicians providing troubleshooting support for hardware and software IT issues
Experience collaborating with customers and other support teams/vendors to develop and implement proactive solutions
Demonstrated understanding of effective troubleshooting process and ability to implement creative solutions remotely and in person
Experience providing technical customer service to a diverse customer base, preferably in an educational setting or similar environment
Experience providing IT support via chat, phone, ticket, and in-person support channels
Experience routing support requests and monitoring team ticket metrics to ensure SPA obligations are met
Ability to identify support improvement opportunities and to implement technology-based solutions that improve user effectiveness and prevent future issues
Strong knowledge of SCCM, JAMF, InTune, ServiceNow and other relevant enterprise support technologies
Experience supporting end users and A/V equipment for audio and video conferencing
Experience supporting standardized lab and technology spaces
Experience troubleshooting computer hardware, software, peripherals, printers, and other common office technologies
Experience supporting Windows 10/11 and Mac operating systems
Experience supporting a variety of email clients (i.e., Outlook, O365, Gmail and mobile device clients) for use with Exchange & Gmail and file storage solutions such as Dropbox, One-drive, Google drive
Experience supporting customers and computers in an enterprise networked environment using Active Directory, Group Policies, TCP/IP, Ethernet and wireless
Ability to communicate effectively with both technical and nontechnical customers - written and verbal
Demonstrated ability to model empathy, compassion, and emotional intelligence
Experience in a values-driven organization with a strong commitment to inclusion and belonging
Ability to cultivate a psychologically safe environment where all team members can thrive
Capacity to inspire and drive meaningful change in individual, institutional, and corporate behaviors to support a more sustainable environment
Commitment to leading by example through effective communication, active participation, and advocacy for the institution's sustainability programs
Benefits
Access to professional development and hands-on learning
Workday Learning courses covering a variety of topics
Tuition reduction for degree programs at ASU
Opportunities for manager-approved specialized training and certifications based on department needs
Company
Arizona State University
Arizona State University is a public research university offers undergraduate, graduate, and professional programs across various fields.
10001+ employees
H1B Sponsorship
Arizona State University has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (206)
2024 (159)
2023 (202)
2022 (158)
2021 (102)
2020 (91)
Funding
Current Stage
Late StageTotal Funding
$75.57MKey Investors
US Department of EnergyU.S. Department of Energy Office of ElectricityAmeriCorps Public Allies
2025-01-21Grant· $11.2M
2024-08-28Grant· $1M
2024-07-09Grant· $0.27M
Leadership Team
Philip Regier
University Dean for Educational Initiatives and CEO of EdPlus at ASU
Ara Austin
Clinical Assistant Professor
Recent News
San Francisco Chronicle
2025-12-21
Company data provided by crunchbase