Technology Support Analyst

About the Job

As a Technology Support Analyst, you're part of the University of Minnesota Foundation's Information Systems department, providing and supporting technology solutions that drive fundraising at the University of Minnesota. Whether you're helping a new employee get setup at their workstation, or troubleshooting a complex problem, you're ready to share knowledge and provide exceptional assistance. You gain satisfaction from resolving problems, improving processes, exceeding expectations, and supporting greatness at the University of Minnesota.

Technology Support (50%)

• Prioritize and process service requests while providing excellent customer service. Follow up with staff to ensure excellent customer service.
• Proactively anticipate support needs by developing relationships, communicating across the organization, and taking action to initiate appropriate support.
• Identify opportunities that improve operations and customer service. Tabulate, calculate, and analyse issue data and make recommendations for improvement.

Technology Deployment (25%)

• Install and configure computer software and hardware, mobile device, and peripherals.
• Deploy workstations to staff and assist in managing Foundation hardware inventory and software licenses.
• Analyse, plan, and implement hardware and software upgrades.

Meeting Support (25%)

• Support all technology aspects for UMF meetings and serve as the subject matter expert for web conferencing and meeting room technology.
• Collaborate with Foundation Office Operations, University Classroom Services, and University Video and Conferencing Services to ensure boardroom and conference room technology is operating at peak performance.
• Support remote and hybrid meetings, both onsite and offsite, with meetings ranging from highly sensitive and confidential board meetings to internal staff meetings, on meeting platforms such as Zoom, Microsoft Teams, and SIP systems.

Demonstrate commitment to valuing diversity and contributing to an equitable and inclusive working and learning environment (exhibit 100% of the time)

• Continuous learning in diversity, equity and inclusion for oneself and team via training, podcasts, articles, etc.
• Seek to explore and understand cultural differences and create a culture of belonging.
• Develop and employ anti-racist practices and principles to accomplish work.
• Advocate for employees of all ethnicities, genders, ages and backgrounds.
• Cultivate and develop inclusive and equitable working relationships with employees, colleagues, stakeholders, etc.

Required qualifications:

• A bachelor's degree or a combination of relevant education and/or work experience totaling four years.
• Excellent communication skills.
• Record of offering consistently superior levels of customer service.
• Experience and proficiency with Windows and Mac operating systems, Microsoft Office and Google Apps Suite.
• Experience installing and supporting personal computers and laptops.
• Experience supporting iPhones, Androids, iPads, and other similar mobile devices.
• Experience supporting printers and scanners.

Preferred qualifications:

• At least one year of relevant experience.
• Experience supporting audio and visual technology during meetings.
• Experience with Microsoft Active Directory.
• Experience deploying applications through Microsoft SCCM or software management program.
• Experience with VMWare or other virtualization technologies.
• Experience with network technologies and the ability to troubleshoot network problems.
• Familiarity with Data Security practices and associated technologies.

General Skills and Attributes:

• Ability to think calmly and rationally during a crisis, maintain poise and a professional demeanor under all circumstances.
• Strong general troubleshooting and problem solving skills.
• Friendly presence and helpful attitude; excellent interpersonal skills and ability to work well with others at all levels of the organization.
• Outgoing, confident, easily builds relationships.
• Strong initiative to see tasks through to the end.
• Ability to learn quickly and adapt to change.
• Ability to identify opportunities for improvement.
• Ability to work responsibly with or without direct supervision.