The Computer Support Analyst I is part of the ITSS support services directorate functioning with in the Computing and Technology Services Department (CTS). The Computer Support Analyst I will operate in a tier two organizational unit focused on the support and service of all edge computing software and apparatuses. The Computer Support Analyst I will report to The Manager of Endpoint Operations. The Computer Support Analyst I is responsible for the review, testing and implementation of deployment software, and hardware management services. The Computer Support Analyst I will coordination their assigned projects and systems administration duties with the Endpoint Management teams and with all other tier two organizational units under CTS that exist in the scope of their assigned duties. The Computer Support Analyst I will document and track their assigned duties through the university’s ITSM solution and change management processes to bring assigned projects to fruition. The Computer Support Analyst I will work with CTS management on conveying all essential information pertaining to the security, confidentiality and administration of computing data on edge managed systems and work in conjunction with the departmental technical managing partners across the university.
The Computer Support Analyst I’s primary responsibility is to excellently support the technology requests and incidents of the university staff. The Computer Support Analyst I will configure, deploy, and provision University owned edge technology. The Computer Support Analyst I will troubleshoot and resolve technical problems associated with edge software and hardware. The Computer Support Analyst I will utilize CTS hosted management tools to maintain campus desktop computer security and stability. The Computer Support Analyst I will collaborate with other CTS teams to maintain end user services. The Computer Support Analyst I can be called upon to support technology security incidents and service outages. The Computer Support Analyst I is a collaborative member of the Endpoint Operations team and participates in multiple cross team project groups. The Computer Support Analyst I will provide recommendations for purchase of edge technology and stays current with the University standard specifications.
The Computer Support Analyst I will collaborate with the campus computer store to maintain the highest affordable / supportable standards in edge hardware and software technology specifications. The Computer Support Analyst I is responsible for maintaining certifications associated with the repair and maintenance of edge technology. The Computer Support Analyst I is required to be able to work independently and prioritize their work consistent with the end user needs and the overall Technical Services workflow. The Computer Support Analyst I will participate in the development and maintenance of procedural documentation associated with the management, deployment and security of edge technology. The Computer Support Analyst I’s focus is to be pro-active regarding software configuration and end user computer access and security. The Computer Support Analyst I will make business smart recommendations regarding the implementation of technology configurations to university departments.
DUTIES AND RESPONSIBILITIES:
The Computer Support Analyst I will provide technical support directly to departments and users of computing endpoint resources across campus. This will require exceptional customer service in person, via phone, and utilize remote tools as appropriate. The Computer Support Analyst I will be a consultant, trainer, and implementor of new computer hardware, software, and departmental services.
The Computer Support Analyst I will work with their supervisor to organize their priorities and document their efforts through the CTS problem incident, change management and project tracking systems.
The Computer Support Analyst I will work as a support services liaison to other CTS teams, such as Infrastructure, Information Systems, Information Security, and the Computer Store, and extended technology partners around campus. This role will be required to integrate the plans and projects of the Engineering team into technology landscape of our tech partners areas.
The Computer Support Analyst I will work with Endpoint Engineering for maintaining the comprehensive edge technology asset information for the departments endpoint computing systems. The produced actionable reports will be relevant for edge computing compliance and technology life cycle management.
The Computer Support Analyst I will be an incident response member of the Security Incident Response team providing key edge support information and detailed remediation efforts for active PII and security threat responses during a technology security event.
The Computer Support Analyst I will research new pertinent desktop support and deployment technologies and services that support and promote automation and endpoint deployment efficiencies.
Completes other duties as assigned.
SUPERVISORY RESPONSIBILITIES:
Supervises student employees only.
Guides work of others who perform the same work. May organize, set priorities, schedule and review work, but has no responsibility to hire, terminate, reviewing performance or make pay decisions, e.g., Lead position.

REQUIREMENTS:
Minimum qualifications:
Bachelor’s of Science in computer science, computer information systems or a related field from an accredited institution and 3-5 years of experience.
Dell Tier II support certification for hardware.
JAMF Pro 100 level certification within 1 year of date of hire.
Active directory group policy management and Microsoft Power shell fundamental training within 1 year of date of hire.
Current valid PA Driver’s license.
Minimum three to five years of extensive customer facing desktop service support in both Apple and windows platforms.
Minimum of three years’ experience deploying Windows and Apple computers in a managed enterprise environment utilizing services such as Microsoft Manager, JAMF, Microsoft Deployment Toolkit and utilizing an Active Directory object managed environment.
Experience with IP address management, and desktop related network configurations and topologies.
Experience with managed printer and print server technologies.
Experience with operations and configurations Virtual technologies such as VWware and Microsoft Hyper-V.
Experience with a Mobile device management platform.
Experience with desktop security / PII software such as Sophos and Spirion. Performing the appropriate file and security remediations produced by the software management portals.
Experience with cloud-based technologies such as Azure, Azure Labs, Microsoft Cloud Management gateway, and Hosted JAMF Pro.
Alternately, the successful candidate may possess any equivalent combination of experience and training, which provides the knowledge, skills and abilities required to perform the essential job functions. This includes, but is not limited to, the following:
The Computer Support Analyst I position is a customer facing position that has a primary role of desktop service and support to our campus end user community. This position requires the individual to be well communicated and flexible to work between groups and departments to fulfill the job functions assigned.
The Computer Support Analyst I is required to be customer focused and assimilate the needs of the end user into all the operations and administrative systems that they are involved in. The position works between two separate teams and maintains vital roles in both, this requires attention to and prioritization of assigned duties in their work queue. The Computer Support Analyst I required the individual to be knowledgeable of the end user’s needs and equally knowledge of the administration and deployment technologies to meet and exceed their expectations.
This position has various degrees of systems administration responsibility. All system testing and development is done in a virtual and test environment, requiring the decisions and skill set of a systems administrator . This work requires various types of server builds and configurations to establish scope and project impact. The individual is responsible for manageing their assigned service, this duties will include patch management service quality, change management and high availability
The Analyst reviews technical documentation, knowledge base data, and other sources to generate solution scenarios for edge technology issues. The Analyst often faces multiple solutions and must be able to choose the solution that best integrates into the University’s overall technology environment. This position must be mentally agile and anticipate technology environmental changes and be forward thinking.
The Computer Support Analyst I will be required to create and give presentations representing their initiative to the campus technology committees. Periodic updates and reports are expected.
Commitment to the University’s values of diversity, equity and inclusion, and recognition of the importance of treating each individual with dignity and respect consistent with the University’s Mission. Demonstrated experience with, and understanding of, the broad diversity of the University community (students, faculty, staff and others).
Ability to establish and maintain effective working relationships with the University Community.
Ability and willingness to contribute actively to the mission of the University and to respect the Spiritan Catholic identity of Duquesne University. The mission is implemented through a commitment to academic excellence, a spirit of service, moral and spiritual values, sensitivity to world concerns, and an ecumenical campus community.
APPLICATION INSTRUCTIONS:
Applicants are asked to submit a cover letter, resume, and contact information for three professional references.
Catholic in its mission and ecumenical in spirit, Duquesne University values equality of opportunity as an educational institution and as an employer. We aspire to attract and sustain a diverse faculty and staff that reflects contemporary society, serves our academic goals and enriches our campus community. We particularly encourage applications from members of underrepresented groups and support dual-career couples through our charter membership in this region's HERC (http://www.hercjobs.org/oh-western-pa-wv/).
We invite applicants for this position to learn more about our university and its Spiritan heritage by visiting http://www.duq.edu/about/mission-and-identity/mission-statement. Those invited to campus for an interview may be asked about ways in which they see their talents contributing to the continued growth of our community and furthering its mission.
Duquesne University was founded in 1878 by its sponsoring religious community, the Congregation of the Holy Spirit. Duquesne University is Catholic in mission and ecumenical in spirit. Motivated by its Catholic identity, Duquesne values equality of opportunity both as an educational institution and as an employer.