The IT Client Services Analyst, working with minimal supervision, is responsible for client computing, configuring and troubleshooting network infrastructure, ensuring end-user cybersecurity, media services functions, and providing comprehensive client support.
MAJOR DUTIES & RESPONSIBILITIES
Client service
1. Utilize ITIL framework to deliver quality client service pan-university, resolve IT needs with minimal follow-ups, and continuously improve service delivery.
Service desk
2. Respond to and manage IT requests from various contact points (ITS Portal, email, telephone, face-to-face), create and resolve tickets, troubleshoot incidents, support account creation, and escalate major issues.
3. Use remote tools for client support, develop resolution procedures, maintain the IT Services Portal, provide advice, coordinate hardware repairs, and install software.
Client compute
4. Investigate, evaluate and install computer hardware, software, and applications.
5. Develop, implement and analyze testing plans, procedures and scripts.
6. Integrate software upgrades and patches.
7. Manage, maintain, analyze and execute improvements to client compute infrastructure.
8. Provide technical support for campus projects as assigned, ensure project standards and communication.
9. Implement remote installation and maintenance for labs and classrooms.
10. Assign work to, train and coordinate Co-op and work study students.
Network
11. Configure, troubleshoot, and administer LANs, WANs, mainframe networks, workstations, Internet connections, and peripherals.
12. Troubleshoot network issues at the connection level of switches.
13. Operate master consoles to monitor and coordinate computer systems and network performance.
Cybersecurity
14. Identify and document client requirements; assess security risks to client data, software, and hardware.
15. Install and maintain security software; investigate and educate clients on best practices in information security management.
16. Apply critical thinking and problem-solving to effectively respond to and mitigate client cybersecurity incidents.
17. Take part in implementation of security policies and procedures.
18. Evaluate current impact of cybersecurity events; report to and collaborate with Information Security to maintain security measures.
Media services
19. Install, maintain, and troubleshoot audio-visual and classroom technologies.
20. Read and interpret audio-visual system diagrams.
21. Investigate audio-visual technologies; analyze aggregate data to determine trends and make necessary improvements.
22. Develop and deliver training on audio-visual setup and administration.
23. Support events as an audio-visual operator.
24. Coordinate with Media Services Supervisor, faculty and staff, suppliers; facilitate and supervise work of contractors.
25. Manage client requests, prepare spaces, and coordinate loaned equipment.
Documentation
26. Investigate, evaluate, and document processes and procedures; develop manuals and knowledge base articles.
REPORTS TO
Manager, IT Client Services
