Job Title:

　　Support Analyst III

　　Hours Per Week:

　　40

　　Job Summary:

　　Under minimal direction, provide support to clients for relevant hardware and software.Function as a support resource and assist other support staff, providing ongoing guidance to the clients and support team.Troubleshoot, solve complex technical issues and recommend service improvements. related to the designated environment.Document solutions and work to provide excellent service and initiatives.

　　Duties/Physical Demands:

　　Provide support to distributed technology support staff in areas related to desktop, tablet and mobile computing, including assistance with group policy, and use of system management platforms (e.g. SCCM, JAMF Pro); work cooperatively to understand technical needs, develop management solutions, and provide in-depth troubleshooting in a complex networked environmentWorking with procurement, assist with site licensed software renewals, and maintain vendor licensing knowledge, maintain licenses on a central licensing server.Develop scripts to automate processes, extract information and perform routine functions related to desktop support and management.Troubleshoot level II and III technology issues including software, hardware and networking issues.Assist with user account authorization, authentication, permission management, and group management. Understand the interaction of authentication and authorization related to applications and services.Understand security principles as it relates to desktops, tablets, mobile devices. Maintain security awareness related to systems providing services consumed by end users. Assist with remediation of security concerns.Document solutions and work to provide excellent service and initiatives in the Knowledge Center Support Repository.Provide and/or share technical knowledge with other support staff in the resolution of problems/requests related to the designated system. Identify major incidents, outages and security incidents when they are happening. Develop and document resolutions or workarounds for incidents that lack documentation resolution.Participate in cross-functional projects. Identify roadblocks and report them to the team leadership.Demonstrate excellent oral and written communication skills including the ability to communicate technical information to a variety of audiences including end users and clients.Learn quickly and independently; seek opportunities to extend and deepen learning and effectively integrates new information and skills to enhance personal performance.Show initiative to make basic decisions in daily work where risk is low, saving manager time; gather inputs and come to practical/sensible solutions; identify and escalates more significant decision point appropriately.Accurately restate the opinions and needs of others; demonstrate patience and active listening.Apply principles and processes of service levels to work; identify/highlight service problems; seek to improve quality of service levels.Participate in professional development activities.Perform other related duties as required or assigned.

　　Minimum Qualifications:

　　Require Associates degree earned by date of hire and 4+ years of relevant experience.ORRequire 7 years of relevant experience.

　　Desired Qualifications:

　　Demonstrated experience supporting current versions of Windows, Mac and mobile operating systems. Experience troubleshooting complex issues, including identifying problems within the infrastructure (firewall, network, server).Demonstrated experience using and maintaining SCCM and JAMF Pro or equivalent system management utilities. Serve as lead engineer for system management util