Job Details

IT Systems Analyst

San Diego State University

San Diego, CA, US

Requisition ID: 1162

Salary: $26.55 to $30.29 annually

Priority consideration deadline: Tuesday, September 17, 2024

General Purpose

Under the direction of the Senior Systems Analyst for Associated Students of SDSU, the Systems Analyst is responsible for the management of the ITS Computer Helpdesk, all responses to IT work orders, and partnering with team members on projects across A.S. Serves as the IT liaison for the Computer Round Table (CRT) representative in each A.S. facility. Assists with assigning daily tasks to the Computer Technicians and prioritizes help desk tickets while overseeing their growth. Maintains the A.S. ITS calendar, wiki, computer maps, and keeps IT documentation current. Ensures monthly IT checklists are completed with timeliness. Installs, troubleshoots, and repairs IT hardware and software. Facilitates RMAs with vendors when devices are under warranty.

Essential Duties & Responsibilities

• Supports A.S. applications, including, but not limited to Microsoft Office 2021 LTSC/365, Outlook, Google Workspace, Google Gmail/Calendar, Google Android, Apple iOS, Trellix Endpoint Security, Windows Defender, ADP/Payroll-HR, Abila MIP 100 Fund Accounting, Sage Fixed Assets, Accruent Event Management System, ZENworks, Miradore, Microsoft Intune, Innosoft Fusion, ProCare, Adobe Creative Suite, Zoom, and all current Internet browsers.
• Installs, configures and maintains company workstations running Windows 10, 11 and macOS (12, 13, 14).
• Exhibits excellent hardware, software, printing, networking, and wireless troubleshooting skills.
• Coordinates hardware and software deployments with the CRT representatives and users.
• Labels IT resources with inventory tags and submits paperwork to accounting for tracking purposes. Completes annual internal IT inventory audit for accounting.
• Supports the setup of access control systems including biometrics, turnstile gates, barcode scanners, proprietary technologies, and control software.
• Supports surveillance system client software.
• Supports digital signage systems (hardware and software).
• Maintains organization's IT inventory database and updates tracking information for items moved between departments and for devices that have been data wiped.
• Coordinates IT inventory disposals.
• Maintains ITS wiki with current information regarding software, hardware, inventory, and troubleshooting documentation.
• Helps with maintaining both the Computer Roundtable and Computer Technician handbooks.
• Facilitates and coordinates with A.S. Building Services to conduct annual device disposal.
• Assists Senior Systems Analyst with the supervision of IT Technicians students by concurrently overseeing them.

Qualifications

• Education: Associates Degree in Information Technology, Computer Science or related field or equivalent work experience is required. Two years of vocational training in IT Hardware/Software is preferred.
• Industry-recognized IT technical certifications such as CompTIA A+/Net+/Security+, Microsoft MD-102, Microsoft 365 Certified: Fundamentals, etc. is preferred.
• Experience: Two years' experience troubleshooting IT hardware and software issues in an enterprise level network environment is required. Prior experience working in a computer help desk environment preferred.
• Advanced working knowledge of current desktop operating systems is required: Windows 10-11, macOS (12-14).
• Working knowledge of the following desktop computing concepts: disk imaging, malware removal, remote desktop solutions, security hardening, system optimization, VPN connections, cloud computing (AWS/Azure) and virtualization.
• Experience supporting an Active Directory and eDirectory environment.
• Experience with the following is highly desired: Trellix Endpoint Security, Windows Defender, Microsoft Intune, Google Workspace, osTicket Help Desk Software, Microsoft Office Suite, Acronis True Image, Accruent EMS Enterprise, Web Browsers, Innosoft Fusion, Active Network, Avigilon Video Client, Carousel, Kronos WFC, Abila MIP Fund Accounting, Sage Fixed Assets, Adobe Creative Suite, MicroFocus ZenWorks, Zoom.
• Working knowledge of mobile operating systems, including but not limited to Apple iOS and Google Android.

Training

• Anti-Harassment Training
• Gender Awareness Training
• Computer Security Awareness Training
• Browser Security Basics
• Cybersecurity Awareness for Employees: Classifying and Safeguarding Data for Corporate and Personal Use
• Cybersecurity Awareness for Employees: Social Engineering
• Cybersecurity Awareness for Employees: End-User Best Practices

Performance Expectations

• Must professionally represent the Mission, Vision, and Value of Associated Students and San Diego State University at all times.
• Commitment to values of diversity, multi-culturalism, and higher education.

Knowledge, Skills & Abilities

• Ability to efficiently troubleshoot current and legacy hardware and business applications in an enterprise LAN/WLAN environment.
• Ability to learn and quickly apply new technical information (including processes/procedures).
• Ability to interact professionally with clients in-person, over-the-phone, or via email/chat.
• Ability to exercise independent judgment and work accurately and efficiently while interpreting and applying A.S. and SDSU policies/procedures.
• Ability to set up and troubleshoot networked printers/MFPs and install maintenance kits.
• Ability to both give and receive instruction in a professional manner.
• Willingness and ability to train users on software, hardware, and best practices.
• Ability to manage multi-phase IT projects with minimal supervision.
• Must have strong English language skills and the ability to read, write and verbally communicate at a level appropriate to the duties of the position.
• Ability to operate a computer with proficiency with Microsoft Office Suite (Word, Excel, PowerPoint), Google Workspace, and ability to learn and utilize new software programs.
• Ability to gather and organize data, draw logical conclusions and discern implications.
• Well organized, ability to effectively multi-task, prioritize work, problem solve, make timely decisions, and meet scheduled deadlines under potential pressure.
• Must be self-motivated, self-starter, and perform with minimal direction and supervision.
• Excellent interpersonal skills; ability to relate and communicate effectively with a diverse population of students, staff, faculty, colleagues, vendors, and guests.
• Ability to present a consistent, positive approach to students and all internal and external contacts by being courteous, respectful, helpful, and cooperative at all times.
• Ability to adapt to and work in an environment of constant change, growth, and frequent interruptions.

Compensation

Starting Range: $26.55–$30.29

Schedule & Working Conditions

This is a regular, full-time position. Flexibility and willingness to work long and irregular hours and days, including evenings, weekends and holidays as needed.

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Relationships

Inside the Organization: Reports to the Senior Systems Analyst, Oversees Computer Technicians, Assists the IT Manager and IT Associate Director as necessary, Interacts with the Computer Roundtable Representatives, Works with all A.S. employees.

Outside the Organization: Interacts with other departments of the University, intercepting and answering inquiries on behalf of the Senior Systems Analyst when appropriate, Interacts with vendors to provide support for company software and hardware.

Employment Category: Full-Time, Hourly, Non-Exempt, Grade 6.

A background check (including a criminal records check) must be completed satisfactorily before any candidate can be offered this position with Associated Students. Failure to satisfactorily complete the background check may affect the application status of applicants or continued employment of current Associated Students employees who apply for the position.