IT Support Analyst I

POSITION SUMMARY

The IT Support Analyst I serves as the primary point of contact for technology support requests across the University. This position provides first-level technical support for faculty, staff, and students while assisting with the deployment, maintenance, security, and lifecycle management of endpoint devices, enterprise technologies, and institutional applications. The position supports Microsoft 365, identity and access management, basic Enterprise Resource Planning (ERP) user administration, classroom technology, enterprise systems, and endpoint management while delivering exceptional customer service and contributing to a secure, reliable, and modern technology environment.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Provide first-level technical support for faculty, staff, and students through the University's IT Service Desk.

• Diagnose and resolve hardware, software, operating system, printer, peripheral, and connectivity issues.

• Install, configure, image, deploy, and maintain Windows workstations, laptops, and mobile devices.

• Support Microsoft 365 applications and services including Outlook, Teams, OneDrive, SharePoint, and Exchange Online.

• Create, modify, disable, and maintain user accounts and security groups within Active Directory and Microsoft Entra ID in accordance with University policies.

• Configure and support Multi-Factor Authentication (MFA), password resets, account unlocks, and identity verification.

• Provide first-level administrative support for the University's Enterprise Resource Planning (ERP) system by creating, modifying, and disabling user accounts.

• Assist faculty and staff with account access, authentication, and basic navigation of the University's ERP and other enterprise applications.

• Escalate complex ERP issues, workflow requests, integrations, and security concerns to the ERP Analyst or designated system administrator.

• Support classroom, conference room, and instructional technology including projectors, displays, presentation systems, and audiovisual equipment.

• Assist with Microsoft 365 licensing, shared resources, and basic endpoint management.

• Support enterprise print management solutions, including PaperCut or similar technologies.

• Maintain accurate hardware, software, licensing, and asset inventory records.

• Document incidents, service requests, resolutions, and knowledge articles within the University's IT service management platform.

• Participate in workstation deployments, software rollouts, technology refresh initiatives, and campuswide IT projects.

• Support endpoint security initiatives, vulnerability remediation, and cybersecurity awareness efforts.

• Identify and report suspected cybersecurity incidents in accordance with University policies.

• Provide exceptional customer service while maintaining professionalism and confidentiality.

• Perform other duties as assigned.

MINIMUM QUALIFICATIONS

• Associate degree in Information Technology, Computer Science, or a related field, or an equivalent

combination of education and experience.

• One (1) year of technical support experience is preferred.

• Experience supporting Microsoft Windows and Microsoft 365 environments.

• Strong customer service, communication, analytical, and problem-solving skills.

• Ability to manage multiple priorities in a fast-paced environment.

PREFERRED QUALIFICATIONS

• Experience supporting Microsoft 365, Microsoft Entra ID, and Active Directory.

• Experience with endpoint management platforms such as Microsoft Intune or equivalent solutions.

• Knowledge of TCP/IP, DNS, DHCP, wireless networking, and basic networking concepts.

• Familiarity with higher education Enterprise Resource Planning (ERP) systems such as Jenzabar, Banner, Colleague, or PeopleSoft is preferred but not required.

• Experience supporting higher education or public sector technology environments.

• Industry certifications such as CompTIA A+, Network+, Security+, Microsoft Fundamentals, or equivalent certifications are desirable.

KNOWLEDGE, SKILLS, AND ABILITIES

• Knowledge of Windows desktop operating systems and Microsoft 365.

• Ability to troubleshoot technical issues using a structured, customer-focused approach.

• Excellent verbal, written, and interpersonal communication skills.

• Ability to work independently and collaboratively.

• Commitment to continuous learning and professional development.

TECHNOLOGIES SUPPORTED

• Microsoft Windows 11

• Microsoft 365

• Microsoft Teams

• Microsoft Entra ID

• Active Directory

• Enterprise Resource Planning (ERP) systems (e.g., Jenzabar)

• Microsoft Intune or equivalent endpoint management platform

• IT service management and ticketing systems

• Enterprise print management solutions

• Multi-Factor Authentication (MFA)

• Endpoint security platforms

• Remote support tools

• Classroom and audiovisual technologies

• IT asset management systems

WORKING CONDITIONS

• Primarily office environment with frequent travel throughout campus.

• Ability to lift and transport technology equipment up to 50 pounds.

• Occasional evening or weekend work may be required to support University operations.

REPORTING RELATIONSHIP

Reports to the Director of IT Services.

DISCLAIMER

This job description is intended to describe the general nature and level of work performed by an employee assigned to this position. It is not intended to be an exhaustive list of all responsibilities, duties, or qualifications. Management reserves the right to modify or assign other duties as necessary to meet the operational needs of the University.