System Support Analyst

Department Statement:

The Executive Technology Support (ETS) team proudly serves as both a catalyst and enabler in advancing the mission and vision of the New American University. Guided by our core values, we are dedicated to delivering operational excellence, enhancing the experience and satisfaction of our community, and driving forward strategic and innovative initiatives.

Please note: Applicants must be authorized to work in the United States. ASU ETS is unable to sponsor employment for this position

Apply before 11:59 PM Arizona time the day before the posted End Date.

Job Profile:

IT Helpdesk Coordinator 2

Job Family:

IT Support Services

Time Type:

Full time

Max Pay – Depends on experience:

$75,000.00 USD Annual

Job Description:

Salary: $ 70,000 - $75,000 per year; DOE

Position is Based in Washington D.C.

Arizona State University (ASU) is the largest public university in the nation and has been recognized by U.S. News & World Report as the #1 Most Innovative University for nine consecutive years. This recognition reflects ASU’s ongoing commitment to pioneering new ideas in education, research, and technology.

The Executive Technology Support (ETS) Team plays a key role in advancing that mission by developing and maintaining innovative technology solutions and services that enhance learning and discovery across the university. ETS is at the forefront of creating IT platforms and tools that enrich the student experience and support the university's academic and operational goals.

ETS Deskside Services is currently seeking a Systems Support Analyst to join our Washington, D.C.-based support team as the primary technician for A/V and event IT support. In this role, you'll be responsible for delivering live event support to faculty and staff, utilizing a range of technologies including audio-visual systems, audio mixing, camera operation, video conferencing, and real-time troubleshooting.

As with all roles within ETS, a strong focus on communication, collaboration, and contributing to a positive team culture is essential. In addition to event support, this position also involves providing desktop and software application support to end users, ensuring seamless and effective technology operations

Essential Duties:

• A/V and Conferencing Support:
  Set up and manage video conferencing tools (e.g., Zoom, Skype), live microphone and audio mixing, video cameras and switchers, as well as broadcast control, livestreaming, and recording for events and meetings.

• Event Scheduling & Planning:
  Utilize the Event Management System (EMS) to schedule, coordinate, and plan technical support for events, classes, and meetings.

• Flexible Scheduling & On-Call Availability:
  Be capable of keeping a flexible work schedule that may include day, night, and weekend shifts, potentially on a rotating basis. On-call support may also be required.

• A/V System Maintenance:
  Test, maintain, and ensure the reliability of A/V systems across conference rooms, classrooms, and event spaces to guarantee operational readiness.

• Deskside & Endpoint Support:
  Provide onsite support for desktops, laptops, mobile devices, and shared spaces. Responsibilities include A/V assistance, software installation and updates, support for ASU email (Outlook, Gmail), Microsoft Office applications, printer configuration, and troubleshooting of network connectivity and operating systems (Windows, macOS, and mobile platforms).

• Systems Administration:
  Leverage tools such as JAMF, SCCM, Active Directory, and Group Policy to manage endpoints and ensure system stability and security.

• Cross-Functional Collaboration:
  Partner with ETS teams, other ASU departments, and third-party vendors to resolve technical issues, manage escalations, and communicate outage information effectively.

• Proactive Problem Solving:
  Investigate and resolve technical issues while identifying and implementing strategies to prevent future problems.

• Customer Service & Relationship Building:
  Deliver outstanding support to faculty, staff, affiliates, and visitors. Build and maintain trusted relationships through in-person assistance and remote support via phone, email, and remote access tools.

• Documentation & Knowledge Sharing:
  Create and maintain technical documentation, asset inventories, and user-facing instructional materials to support ongoing operations and user education.

• Team Engagement & Culture:
  Contribute to a positive team culture by aligning with ETS and ASU values, participating in departmental events and initiatives, and supporting engagement in all forms.

• Additional Duties:
  Perform other duties as assigned in alignment with department and university needs.

Desired Qualifications:

• Ability to model empathy, compassion and emotional intelligence

• Experience hiring in a values-led organization, emphasizing diversity, equity, inclusion and belonging

• Ability to help foster a safe psychological space for all teammates where everyone can thrive

• Ability to stimulate changes in individual, institutional, and corporate behaviors to create a more sustainable environment

• Ability to lead by example in communicating, participating and encouraging support of the institution’s sustainability programs

• Possession of a strong work ethic focused on proactivity, with a friendly and respectful countenance

• Ability to maintain a flexible schedule in order to support night and weekend events

• Strong knowledge of event and conference room support: A/V technologies; mic, speaker, and camera placement; video conferencing technologies and recording;

• Working knowledge of cross-platform technical troubleshooting

• Experience with Active Directory, SCCM and JAMF

• Experience with fostering and maintaining customer partnerships

• Experience with remote support tools

• Experience with mass computer deployment in an enterprise environment

• Knowledge of Dell and Apple devices

• Experience using an inventory management system to track equipment

• Working knowledge of network file shares and network printers

• Strong knowledge to resolve hardware and software problems

• Identifies problem sources and methods of solution

• Network Print Server Configuration Setup and Troubleshooting

• Configuring and using Outlook client in an Exchange environment

• Troubleshooting network

• PC Image Deployment and Testing

• Basic Project Management (Organize and schedule tasks, prioritize)

• Creating and writing kb articles, policies and standards

• Presenting in Groups and Training Staff; VPN Secure Connection configuration

• Working knowledge of server-client model in enterprise environment

• Ability to communicate technical concepts to technical and non-technical users

Working Environment:

• POSITION IS BASED IN Washington D.C.

• May require a flexible working schedule in order to accommodate department need, including some evenings and weekends.

• Activities are performed in an environmentally controlled office setting subject to extended periods of sitting, standing, walking, and using a computer.

• Regular activities require ability to quickly change priorities which may include and/or are subject to resolution of conflicts.

• Ability to clearly communicate verbally, read, write, see and hear to perform essential functions.

Minimum Qualifications:

High School Diploma and two-years (2) experience appropriate to the area of assignment/field; OR, Any equivalent combination of experience and/or training from which comparable knowledge, skills and abilities have been achieved.

Driving Requirement:

Driving is not required for this position.

Location:

Off-Campus: Washington, D. C.

Funding:

No Federal Funding

Instructions to Apply

Current Employees and Students should apply directly within Workday using the Jobs Hub. Use this link and log in using SSO:

https://www.myworkday.com/asu/d/inst/1$9925/9925$5888.htmld

To be considered, your application must include all of the following attachments:

• Cover letter
• Resume/CV

Note: Multiple documents can be submitted into the attachment box. Alternatively, merge all documents into one PDF for submission.

Please include all employment information in month/year format (e.g., 6/88 to 8/94), job title, job duties and name of employer for each position. Resume should clearly illustrate how prior knowledge and experience meets the Minimum and Desired qualifications of this position. NOTE: GA and Intern positions are counted as .5 for job experience (ie. 1 year equals 6 months experience equivalency). Only electronic applications are accepted for this position.

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ASU Statement

Arizona State University is a new model for American higher education, an unprecedented combination of academic excellence, entrepreneurial energy and broad access. This New American University is a single, unified institution comprising four differentiated campuses positively impacting the economic, social, cultural and environmental health of the communities it serves. Its research is inspired by real world application blurring the boundaries that traditionally separate academic disciplines. ASU serves more than 100,000 students in metropolitan Phoenix, Arizona, the nation's fifth largest city. ASU champions inclusive excellence, and welcomes students from all fifty states and more than one hundred nations across the globe.

ASU is a tobacco-free university. For details visit https://wellness.asu.edu/explore-wellness/body/alcohol-and-drugs/tobacco

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, protected veteran status, or any other basis protected by law.

Notice of Availability of the ASU Annual Security and Fire Safety Report

In compliance with federal law, ASU prepares an annual report on campus security and fire safety programs and resources. ASU’s Annual Security and Fire Safety Report is available online at https://www.asu.edu/police/PDFs/ASU-Clery-Report.pdf . You may request a hard copy of the report by contacting the ASU Police Department at 480-965-3456.

Relocation Assistance – For information about schools, housing child resources, neighborhoods, hospitals, community events, and taxes, visit https://cfo.asu.edu/az-resources .

Employment Verification Statement

ASU conducts pre-employment screening which may include verification of work history, academic credentials, licenses, and certifications.

Background Check Statement

ASU conducts pre-employment screening for all positions which includes a criminal background check, verification of work history, academic credentials, licenses, and certifications. Employment is contingent upon successful passing of the background check.

Fingerprint Check Statement

This position is considered safety/security sensitive and will include a fingerprint check. Employment is contingent upon successful passing of the fingerprint check.