EDUCAUSE (http://www.educause.edu), a highly creative, entrepreneurial, national nonprofit association whose mission is to advance higher education through the use of information technology, invites applications for the position of IT Support Analyst to support the Association. This is a full-time, non-exempt position located in the Louisville, CO office. Pay rate is commensurate with experience.
In this role, your primary function is to provide a full range of IT technical support to EDUCAUSE staff located in Louisville, Colorado as well as distributed staff located around the country. You will contribute to the IT team in server lifecycle management, network management, and systems and network administration and share on-call duties with other IT staff. Our IT Team provides onsite technical support for EDUCAUSE conferences, as needed, so some travel is required.
Duties and Responsibilities:
End User Support
Ownership of technical support for EDUCAUSE staff. Prepares and configures PCs and Apple desktop systems, handles computers and repairs, including system migrations. Decommissions and wipes desktop systems. Plans desktop system upgrades, software installations and distributions, assesses user needs, and provides solutions or alternatives.
Assists users with technical issues: diagnoses user and technical issues, providing remedies or alternative solution. Participates in on-call rotation addressing IT problems, as needed, during call period.
Provides end user support by staffing the help desk: picking up tickets, closing tickets, and communicating status with end users. Prepares periodic reports for management to assist management in identifying problem ticket trends and offers/implements solutions to stem future problem calls.
Attends EDUCAUSE conferences, as needed and scheduled to provide onsite technical support. Works with hotel or convention center staff as needed to solve problems and repair technical issues while onsite, or remotely.
As part of the IT team, this position plans and deploys enterprise or departmental servers and participates in server lifecycle maintenance - configurations, replacements, maintenance, repair, patching, and decommissioning.
Administers and supports enterprise-wide or departmental applications. Participates in the evaluation and testing of new applications to be rolled out to EDUCAUSE staff.
Provides first line support and assistance to staff in Louisville in their use of the technology enabled meeting/conference rooms. Provides ongoing training for optimal use of these facilities. Suggests periodic upgrades to components in these facilities to improve the user experience.
Provides one on one and group training to EDUCAUSE colleagues on all technology solutions, including voice and audio/visual communications systems, as assigned.
Plans for and provides IT support for the onboarding of new employees and separation of employees.
Education and Experience
You need at least 1 year of professional work experience in user technical support in both Windows and Mac OS with prior experience with Windows domain environments in an office setting.
Formal training, certifications or degree preferred.
Knowledge, Skills, and Abilities
You have prior experience working on both Mac OS and Windows 10 PCs.
You are capable of handling multiple tasks in a rapidly changing environment.
You are an excellent teammate, who can pull together to get things done.
You have a strong customer service philosophy.
You are a self-starter, adaptable to fast changing technology developments.
You have a professional curiosity about IT systems, and want to investigate how they work and figure out how to fix problems as they arise.
You are up for traveling to conference and meeting sites nationally, as needed.
The EDUCAUSE benefit package includes medical and dental insurance, employer paid life and disability insurance, paid vacation, paid sick time, paid personal time, ten paid holidays, tuition reimbursement, and a retirement plan with generous employer matching.
At EDUCAUSE, we recognize that the diverse backgrounds, talents, skills, and contributions of every individual improve and enhance the quality of the organization. Our goal is to be a diverse workforce that is representative, at all job levels, of the members we serve.
Please respond with cover letter and resume specifying "IT Support Analyst” in the e-mail subject line.
EDUCAUSE actively engages with colleagues and universities, corporations, foundations, government, and other nonprofit organizations to further the mission of transforming higher education through the use of information technology. EDUCAUSE helps those who lead, handle, and use information technology to shape strategic decisions at every level. Through various programs and activities, EDUCAUSE and its members provide thought leadership on major issues. We help clarify the current environment, document effective practices, and highlight how emerging trends and technologies may influence the evolution of IT in higher education.
EDUCAUSE has offices in Louisville, Colorado and Washington, DC. The Louisville office houses the information technology, administrative, communication, conferences, and member services functions. The Washington DC office is the center of the association’s government relations and policy initiatives.