Client Support Analyst II

Who we are

Founded in 1824, Rensselaer Polytechnic Institute (RPI) is the first technological research university in the United States. We bring creativity, science, and technology together to address society's greatest challenges. We cultivate exceptional problem-solvers by immersing them in a culture of rigorous inquiry, disciplined practice, and hands-on application. Our strategic plan, RPI Forward, charts a pioneering course for the next era of RPI. Explore the RPI Forward plan. ︎

Nestled on a beautiful 275-acre campus in upstate NY, RPI is home to five schools, 32 research centers, three makerspaces, an observatory, one of the world’s fastest supercomputers, and the IBM Quantum System One - the first university-based quantum computer in the world.

With top notch employee health and retirement benefits, Rensselaer offers its full-time employees a generous paid time off program, tuition remission, and opportunities for career growth.

Job Summary

The Client Support Analyst II (CSA II) supports application software for the Rensselaer community: students, faculty, and staff. The CSA II works closely with other system administration and networking staff to provide technical assistance, maintenance of client technologies and software, and assists with training to the user community.

Minimum Qualifications

• Associate's Degree in Computer Science or related field
• Four (4) or more years relevant professional work experience

Relevant combinations of education, training and experience may be considered.

Preferred Qualifications

• Bachelor's Degree in Computer Science or related field
• Professional experience in higher education

Minimum Knowledge, Skills, and Abilities

• General knowledge of many software or services, and operating systems
• Ability to utilize basic scripting and automation tools
• Current in-depth technical knowledge of desktop and laptop hardware
• Current in-depth technical knowledge of common operating systems including Windows and MacOS
• Technical knowledge of common software packages
• Ability to develop and deliver training to individuals or small groups to convey knowledge and technical information to clients
• Ability to learn quickly, analyze complex issues and provide advanced troubleshooting
• Ability to diagnose hardware and software problems

Preferred Knowledge, Skill, and Abilities

• Significant understanding of common business processes and functions and client needs within organizations

Representative Job Duties

• Help clients utilize IT capabilities at Rensselaer. Promote use of applications/software, services and/or systems for Institute including troubleshooting and analysis and upgrade management. Support clients reporting needs.
• Assist clients by helping recommend hardware or software based on availability and articulated needs. Help forecast changes based on changing client needs and industry trends.
• Deploys complex applications/software, services and/or systems using standard tools. Assists in development of deployment methods and strategies.
• Develops and provides tailored training and documentation to clients. Responsible for the resolution or escalation of tickets assigned to their team by ensuring SLAs are met and problem tickets are completed or escalated/reassigned according to standards. Provide high-level customer service.
• Analyze impact of changes to applications/software, services and/or systems to mitigate disruption on business. Assist in configuration and maintenance to meet client needs. Ensure confidentiality and compliance with security requirements and standards.
• Participates in project and IT service management processes.
• Develops and communicates technical documentation and policies and procedures for the department.
• Acts as a liaison between clients and other technical and management personnel.
• Acts as a liaison between clients and technical and management personnel as well as vendor supported technicians.
• Perform other duties as assigned.

Shift

Business Hours: Monday - Friday

Travel

Driving

No Driving

Starting Salary/Rate

Expected hiring range: $25 - $26.50 / hr

Pay transparency disclosure: The selected candidate’s salary will be determined based on factors that include the available budget, internal equity, and the final candidate’s qualifications, experience, education and other job-related credentials. This hiring range is provided as Rensselaer’s good faith estimate of the expected hiring range at the time of posting.

Application instructions

Follow the on-screen prompts to create a brief online profile. Please be ready to upload your resume and cover letter.

If you need assistance with the online application process, please contact careers@rpi.edu.

Applications will be accepted until the position is filled.

Total Compensation and Benefits Information

Rensselaer’s Total Compensation Program is designed to provide stable pay growth, a comprehensive and affordable benefits package, and a comprehensive and affordable retiree medical and prescription plan. Our goal is to provide you and your family with a comprehensive health and welfare program as an umbrella of financial security and protection during your employment. For more information, please visit Benefits | Human Resources (rpi.edu).