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Art Center College of Design | Pasadena, California | Learn to Create. Influence Change.

Title: Technical Support Analyst II

Department - IT

Type - Full-time staff

Description

The Technical Support Analyst II is responsible for providing quality computing support to both staff and computer labs in a blended (Mac & PC) environment.  As a member of the Help Desk staff, this position participates in the cross-functional computer lab support as part of the College’s Client Services department, providing technical support and implementing timely resolution that vary in scope and complexity. 

The successful candidate works independently, performs thorough problem analysis, records requests for support, provides solution, or routes problems to third level Technology personnel (or vendors) as required.   Working in a small and highly productive department, the candidate must be highly motivated, exercise independent judgment, and must be able to thrive in a complex, multi-platform technology environment. The position requires excellent interpersonal and communication skills to work effectively with Staff, Students, Faculty.

Essential Functions

Actual duties and responsibilities vary.  As directed, performs duties such as those outlined below:

  • Provide technical support for Staff, Students, Faculty, and Computer Labs; drive resolution of desktop problems, printer errors, account management, network/Internet access issues, as well as application interface issues; document resolution for future reference
  • Analyze and research technical issues and provides accurate and expeditious resolution; consult peers, review technical articles, and/or engage vendors to address problems until resolution
  • Report common failures, trends, and issues; modify hardware and software configurations to maintain a robust client technology platform; provide basic orientation/training to end users, and advises them on best practices
  • Work with colleagues in the Computer Labs to deploy PC and Mac workstation images each term, using various imaging utilities
  • Provide base support to students and faculty in the Computer Labs to ensure they can maximize the use of the labs, including software access, network access, and printing
  • Coordinate the hiring and training of student workers to assist in the labs
  • Help maintain orderliness of computer labs and assist students in adhering to the lab usage policies
  • Adhere to asset management policies and procedures to tag, track and manage all desktop assets; assist supervisor to conduct periodic audits of all technology assets across campus

Qualifications

  • 2-year technical education/Associate’s degree, or equivalent experience in Technology
  • Minimum 4 years hands-on experience supporting clients in a complex, multi-platform environment
  • Excellent communications and customer service skills to work effectively with staff, faculty and students
  • Must be resourceful, adaptable, teamwork focused, with the ability to work independently
  • In-depth technical knowledge of desktop Operating Systems and common office productivity software such as MS Office
  • Solid understanding of consumer mobile devices such as cell phones and tablets
  • Comprehensive knowledge of image deployment practices and tools, such as Symantec Ghost, Universal Imaging Utility, and DeployStudio
  • Knowledge of basic networking  and client/server concepts
  • Working knowledge of creative software titles such as Adobe CS, Maya, 3ds Max, Rhino, and Cinema 4D

Applicants are asked to submit a cover letter with their resume, stating salary history or salary expectations.

 

Art Center College of Design is an Equal Opportunity Educator and Employer committed to excellence through diversity.

Apply

To apply, submit cover letter, resume, and salary history to hr@artcenter.edu
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