IT Support & Hardware Repair Analyst

Ball State University

Muncie, IN

ID: 7283065 (Ref.No. BSU45006)
Posted: 2 months ago
Application Deadline: Open Until Filled

Job Description

Leverage specialized knowledge, certifications, and skills to provide hardware support and repairs for PCs, printers, and other university-owned hardware. Investigate and resolve hardware and software-related networking issues, compatibility challenges, defects, product testing, and benchmarking. Setup and install computer systems and peripherals, advise university clients on optimal solutions, and recommend inventory purchases. Support managing loaner devices, provide students with consultations, minor upgrades, and warranty/non-warranty repairs, and help train student employees. Utilize technical expertise, project management, and customer service skills to offer technology consultation and support to Ball State students, faculty, and staff. Support the Technology HelpDesk through calls and online chats, and collaborate on Unified Technology Support projects, including computer and mobile device setup, networking connectivity, and software application use.

Unified Technology Support (UTS), a division of Information Technology at Ball State University, is seeking an IT Support & Hardware Repair Analyst with customer service skills and a strong background of technical expertise in troubleshooting and resolving hardware and desktop support issues across both Windows and Apple devices. The person filling this role should expect to maintain current vendor-required certifications to perform warranty and non-warranty hardware repair. Additionally, this role will resolve technical, informational, and policy-related issues. The person filling this role should expect to support a wide range of campus technologies and equipment in addition to spending time supporting the Technology HelpDesk and Hardware Repair teams.

Job Function:

Minimum Education:

1. Bachelor’s degree from an accredited college or university by the date of appointment.

2. Associate’s degree plus an additional combination of education or experience in IT equivalent to two years.

3. High school diploma or GED plus an additional combination of education or experience in IT equivalent to four years.

Preferred Education:

Bachelor’s or master’s degree in computer technology, information systems, computer science or related area.

Minimum Experience:

At least two years of experience working supporting desktop computers, laptops, mobile devices, networks, and software applications with an emphasis on troubleshooting and system maintenance; working knowledge of macOS and Windows operating systems, customer service experience.

Preferred Experience:

Additional years of technology support experience; experience with remote assist technology; experience with Mobile Device Management (MDM) systems; supervisory experience.

Duties and Responsibilities:

Specialize in multiple lines of computer and printer hardware (i.e. Apple, Lenovo, HP, Dell, etc.); serve as the support expert and make recommendations for purchasing new components, parts, or software ; participate in specialized training and obtain vendor certifications as needed to stay current; maintain expertise by regularly consulting vendor documentation and engaging with vendors through online resources, phone communication, or direct information sessions.
Support Technology HelpDesk operations via direct client support, coaching and advising HelpDesk staff as they resolve client issues and collaborating on HelpDesk staff training and support.
Provide technology support to students, faculty and staff for campus technology systems, hardware, software and network connectivity; track all client interactions; perform research, analysis, and evaluation of technologies supported by Information Technology.
Triage and provide advanced support for issues escalated by the HelpDesk staff; follow-up with clients and resolve issues via phone, remote assistance, and with the campus Mobile Device Management (MDM) system; take action to ensure effective solutions for all clients; escalate issues to the next level support, when required.
Provide expertise related to hardware repair and desktop support, including enterprise-wide software, computers, mobile devices, software applications, hardware, networking, and troubleshooting methodologies. Utilize the campus MDM system and oversee laptop loaner imaging processes.
Serve as a technical resource for the Tech Center to provide extensive technical knowledge, troubleshooting abilities, and customer service skills to advise, train, and assist other staff in client support and problem resolution; act as a back-up for walk-in support and support the reimaging of dropped-off departmental laptops or mobile devices.
Maintain an advanced level of technical knowledge and skills for current and evolving technologies related to the campus MDM system, enterprise-wide software, computers, mobile devices, software applications, hardware, networking, and troubleshooting methodologies.
Coordinate and help manage the distribution and setup of new College Plan equipment and departmental purchases. Leverage the campus MDM to do initial set- ups of new devices, following IT standards and IT Security best practices; coordinate hand-off to IT Support Technologists for final set-up and delivery to client.
Support evaluating and implementing new hardware systems; advise the Senior Manager of Technology HelpDesk Services on hardware repair alternatives and solutions; communicate with vendors concerning recommended repairs, warranty tracking, and upgrades; includes consulting and collaborating with internal units on hardware system issues; make recommendations and implement new solutions for improving service and operations.
Process and complete assigned technology related requests which require specific administrative access, such as email distribution list updates and account unshelving requests. Handle Workstation admin requests, and other similar processes as assigned.
Organize and manage multiple technical priorities; process problem reports; perform a diverse variety of work assignments and projects related to hardware maintenance; includes supporting the Senior Manager of Technology HelpDesk Services with planning, forecasting equipment and supply needs, and improving work arrangements.
Research, analyze, and recommend appropriate computer hardware for customized computer configurations; recommend equipment purchases and maintain parts inventory closet; includes organize, maintain and log order sheets; dispose of outdated or defective equipment; configure items of equipment according to instructions; requires regular client and vendor contacts as needed to discuss system uses, cost, and challenges.
Serve on committees related to technology support initiatives; participate in special projects that include, but are not limited to IT Security initiatives, conducting training sessions, coaching and mentoring UTS Tech Center staff and departmental technical support staff, and support product implementation, testing and upgrades.
Perform other related duties as assigned.

At Ball State University, we recognize inclusive excellence as an integral endeavor to fulfill our University’s mission and our strategic plan. We recruit, support, and retain a diverse population of students, faculty, and staff. We encourage and reward diversity of thought. We promote a work environment that encourages and rewards innovation and creativity. We pledge to keep Inclusive Excellence at the highest level of institutional importance and as a foundation in all that we strive to do. Our over-arching goal for Inclusive Excellence is to adopt a university-wide Inclusive Excellence approach to academic, administrative support, and service functions of the university. We believe Inclusive Excellence must be infused in every step we take.

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