IT Support & Hardware Repair Analyst

Position Information

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About this Opportunity 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.

Our Statement on Inclusiveness At Ball State University, inclusiveness is one of the enduring values and informs all of our work.

We define inclusiveness’ as a commitment to respect and embrace equity, inclusion, and diversity in people, ideas, and opinions.

As such, this value incorporates a commitment to inclusive excellenceand freedom of expression. Benefits and Community

Ball State University offers an excellent benefits package for eligible positions. Click here to explore options.

• Affordable Healthcare
• Retirement
• Tuition Remission (For eligible employees, their dependents, and spouse)
• Paid Parental Leave
• Professional Development

Live Near Your Work - If you are considering living near the Ball State area, please visit the following link to learn more about relocation and living in east central Indiana : https : / / www.

bsu.edu / about / live-near-your-work Position Function 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.

Minimum Education 1. Bachelor’s degree from an accredited college or university by the date of appointment.OR2. Associate’s degree plus an additional combination of education or experience in IT equivalent to two years.

OR3. High school diploma or GED plus an additional combination of education or experience in IT equivalent to four years.

• 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. Minimum Other Excellent oral and written communication skills;

exceptional customer services skills; strong analytical and problem-solving skills; strong organizational skills. Authorization to work in the US Candidates for searches must have current authorization to be employed in the U.

S. without employer sponsorship. Preferred Education Bachelor’s or master’s degree in computer technology, information systems, computer science or related area.

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

Preferred Other Pre-Employment Screening Requires successful completion of a background check. Required Certifications EEO Statement Ball State University is an Equal Opportunity / Affirmative Action employer that is strongly and actively committed to diversity within its community.

Women, minorities, individuals with disabilities and protected veterans are strongly encouraged to apply. All qualified applicants will receive equal consideration for employment without regard to race, color, ethnicity, religion, sex, sexual orientation, gender identity, gender expression, national origin, age, disability, protected veteran status or any other legally protected status.

About Ball State University Ball State University is located in Muncie, Indiana, on an attractive campus 45 miles northeast of Indianapolis.

Approximately 20,000 graduate and undergraduate students enroll in one of eight academic colleges that offer 270+ undergraduate and graduate programs.

Many of our master’s, doctoral, certificate, and specialist degrees rank among the best in the nation. We engage students in educational, research, and creative endeavors that empower our graduates to have fulfilling careers and meaningful lives enriched by lifelong learning and service, while we enhance the economic, environmental, and social vitality of our community, our state, and our world.

There's more to discover IN Indiana! Visit the following link to learn more : IN Indiana Duties & Responsibilities Ranking 1 Job Duty 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.

Ranking 2 Job Duty 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.

Ranking 3 Job Duty 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.

Ranking 4 Job Duty 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. Ranking 5 Job Duty 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. Ranking 6 Job Duty 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. Ranking 7 Job Duty 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.

Ranking 8 Job Duty 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.

• Ranking 9 Job Duty 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. Ranking 10 Job Duty 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. Ranking 11 Job Duty 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.

• Ranking 12 Job Duty 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.

Ranking 13 Job Duty 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.

Ranking 14 Job Duty Perform other related duties as assigned. Posting Detail Information Information regarding transcripts The option to upload transcripts is available.

Original, official transcripts showing the highest related degree earned is required at the time of hire (even if obtained at BSU).

Degree verification will be conducted. Information for Applications Requiring a Cover Letter In support of your application for this position, please prepare and submit a cover letter that describes how your qualifications and experiences align with the elements of the position description (or leadership profile).

In your cover letter, please also describe how you have demonstrated a commitment to our University’s enduring values , including inclusiveness, which we define as a commitment to respect and embrace equity, inclusion, and diversity in people, ideas, and opinions.’