Systems Support Analyst

Arizona State University

Systems Support Analyst

Off-Campus: Phoenix

JR108956

End Date: August 2, 2025

Apply before 11:59 PM Arizona time the day before the posted End Date.

Minimum Qualifications:

Bachelor's degree and three (3) years of experience appropriate to the area of assignment/field; OR, Any equivalent combination of experience and/or training from which comparable knowledge, skills and abilities have been achieved.

Job Description:

Salary: $53,650.00 

Essential Duties:

• Take responsibility for fostering a positive culture, upholding organizational values, and championing engagement in all its forms-collaborating across our teams as well as participating in ET/ASU events and programs.
• Prioritizes team focus and adapts to a dynamic environment, allocating resources and expertise where needed.
• Collaborates routinely with other teams, vendors, and organizations to identify, plan, and implement solutions to a variety of small to large-scale IT needs.
• Serves as technical, process, and policy expert providing guidance to staff, customer units, and the broader ASU community. Maintains day-today operations of a specialized support area by providing on-site support and functions.
• Resolves, escalates, and prioritizes IT support requests from faculty, staff, student workers via remote tools (Bomgar, Zoom), phone, email, tickets, chat, etc.
• Rapidly resolves technology-based issues in conference rooms and other collaborative spaces.
• Consults with users, additional teams and vendors on A/V support events and provides day-of-support as required.
• Updates ticket system to reflect activities performed and status of requests to ensure timely completion of work orders by the team in accordance with established policy.
• Creates, updates, and maintains technical documentation and provides feedback for process improvement.
• Supports multiplatform computer systems, copiers, peripherals, and mobile devices in accordance with department policy.
• Troubleshoots hardware and software issues by performing a variety of diagnostic procedures to identify and implement appropriate corrective measures.
• Provides software application assistance to end users as requested; replicates errors, configures settings of computers, printers, etc.
• Strong MacOS and iOS expertise, JAMF MDM experience with configuration profiles, software deployments, printer deployments, etc.
• Windows endpoint management expertise including Active Directory, SCCM, Group Policies, InTune Management.
• Traces and troubleshoots network connectivity problems; escalating to appropriate support departments as warranted.
• Leverage AI in routine tasks and contribute ideas for using AI to improve the unit’s efficiency and overall performance.

Desired Qualifications:

• Demonstrated ability to selfmanage and adapt to current priorities while meeting the expectations of our service partnership agreements.
• Experience working in a small team of IT technicians providing troubleshooting support for hardware and software IT issues. Experience collaborating with customers and other support teams/vendors to develop and implement proactive solutions.
• Demonstrated understanding of effective troubleshooting process and ability to implement creative solutions remotely and in person.
• Experience providing technical customer service to a diverse customer base, preferably in an educational setting or similar environment.
• Experience providing IT support via chat, phone, ticket, and in-person support channels.
• Experience routing support requests and monitoring team ticket metrics to ensure SPA obligations are met.
• Ability to identify support improvement opportunities and to implement technologybased solutions that improve user effectiveness and prevent future issues.
• Strong knowledge of SCCM, JAMF, ServiceNow and other relevant enterprise support technologies.
• Experience supporting end users and A/V equipment for audio and video conferencing.
• Experience supporting standardized lab and technology spaces.
• Experience troubleshooting computer hardware, software, peripherals, printers, and other common office technologies.
• Experience supporting Windows 10/11 and Mac operating systems.
• Experience supporting a variety of email clients (i.e., Outlook, O365, Gmail and mobile device clients) for use with Exchange & Gmail and file storage solutions such as Dropbox, One-drive, Google drive. Experience supporting customers and computers in an enterprise networked environment using Active Directory, Group Policies, TCP/IP, Ethernet and wireless.
• Ability to communicate effectively with both technical and nontechnical customers -written and verbal.
• Demonstrated ability to model empathy, compassion, and emotional intelligence.
• Experience in a values-driven organization with a strong commitment to inclusion and belonging.
• Ability to cultivate a psychologically safe environment where all team members can thrive.
• Capacity to inspire and drive meaningful change in individual, institutional, and corporate behaviors to support a more sustainable environment.
• Commitment to leading by example through effective communication, active participation, and advocacy for the institution’s sustainability programs.

Working Environment:

• Activities primarily take place in a standard, climate-controlled office environment and may involve extended periods of sitting.
• This role involves regular use of a computer (desktop and/or laptop), including a keyboard and mouse.
• Required to stand for varying lengths of time and walk moderate distances to perform work.
• Effective communication and proficiency with a variety of technologies are essential for collaboration with the broader team.
• Regular responsibilities may require the ability to quickly change priorities, which may include and/or are subject to resolution of conflicts.

Primary Location: Downtown Phoenix Campus

About Enterprise Technology:

Enterprise Technology (ET) embraces its role as both an enabler and catalyst for advancing the vision and work of the New American University. We are a valuesdriven organization. Our commitments are reflected in all of the work we do in pursuit of operational excellence, the experience and delight of our community, and our strategic and innovation initiatives. Applicants must be eligible to work in the United States.

Join the team that sparks human-centered innovation!

ET is a rapidly reconfigurable and entrepreneurial organization at ASU that prioritizes and

executes to meet the needs of our community of learners, faculty, researchers and staff. Our

work emphasizes autonomy, flexibility and distributed decisionmaking to leverage the strengths of individuals. Together, we embrace a culture that nurtures, engages and embraces many voices with a shared lens of positive community impact and expanded opportunities for collaboration.

Why join us?

Mission oriented. Everything we do is to advance ASU’s charter --measuring who we include and how they succeed. We are staunch champions of learner success and put people first.

Flexibility. Our flexible work environment allows employees to explore opportunities with their supervisor beyond the traditional work schedule. Opportunities include hybrid work where staff are in person three days per week.

Culture forward. We embrace a Positive Core culture: Belonging, Relational, Authentic, Visionary and Empowered.

Scale of impact. Our work changes the world. With 200k+ learners, faculty, researchers and staff, working with ET means you have the capacity to improve many lives and entire communities.

World-class, low cost education. Our professional development is built in! ET encourages staff to seek additional certificates and degrees via ASU’s top ranked programs with major tuition breaks.

Exposure to industry giants. ET partners with Amazon, Apple, Arista, Cox, Verizon, Salesforce, Alteryx and a diversity of technology companies to enhance our innovations and deepen their impact.

Enterprise Technology Desktop Services is seeking a Systems Support Analyst for the Downtown Phoenix Campus. As part of ET, this position is responsible for providing endpoint support to faculty, staff, and student workers by utilizing hardware, software, and broad IT troubleshooting expertise. In addition, the role provides support for emerging technologies, implements solutions for department initiatives and operational priorities, and generates proactive solutions for a variety of information technology needs. Responsibilities include maintaining day-today operations, consulting on department projects, and ensuring fulfillment of our service expectations as defined by our service partnership agreements.

As with all members of the Enterprise Technology team, this role carries core responsibilities, including fostering a sense of belonging and cultivating a culture that is relational, visionary, and empowering. With a strong emphasis on authenticity and compassion, this position is dedicated to embodying and advancing our culture.

What’s in it for you:

Arizona State University offers a comprehensive benefits package that includes valuable employee benefits to enhance the total compensation of its staff. This package includes: (Click here to explore options.)

● Opportunity to obtain Certifications in Business Analytics, Cybersecurity, Google IT, and Data Analytics

● Eligible ASU staff members, along with their spouses and dependents, can take advantage of the Tuition Reduction Program starting on their first day of employment, provided they hold a benefits eligible status on the first day of classes.

● Low-cost health, dental, vision, and life insurance benefits available within 30 calendar days of hire.

● Retirement program designed to promote long-term savings and provide income upon retirement.

● Paid time for volunteer and professional development.

● Wellness program for preventative health education and screenings.

● Disability and leave program for income protection.

● Employee assistance for free and confidential behavioral health services.

Flexible work options may be available after successfully completing the initial 90- day training period.

● Alternative work schedules can include four, 10-hour workdays in a workweek; a nine-day, 80-hour schedule over two workweeks for exempt employees only; and staggered start and stop times.

● Hybrid work is an arrangement where employees spend a minimum of 60% of their regular workweek at their primary ASU work location. Dean or vice president-level approval is required.

Driving Requirement:

This position may require driving. Employee must possess a valid US Driver’s license of the appropriate class and required endorsements throughout employment.

Location:

Off-Campus: Phoenix

Funding:

No Federal Funding

Instructions to Apply:

Current Employees and Students should apply directly within Workday using the Jobs Hub. Use this link and log in using SSO:

https://www.myworkday.com/asu/d/inst/1$9925/9925$9704.htmld

To be considered, your application must include all of the following attachments: 

• Cover letter
• Resume/CV

Note: Multiple documents can be submitted into the attachment box. Alternatively, merge all documents into one PDF for submission.

Please include all employment information in month/year format (e.g., 6/88 to 8/94), job title, job duties and name of employer for each position. Resume should clearly illustrate how prior knowledge and experience meets the Minimum and Desired qualifications of this position. NOTE: GA and Intern positions are counted as .5 for job experience (ie. 1 year equals 6 months experience equivalency). Only electronic applications are accepted for this position.

Need help finding the right job?

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ASU Statement:

Arizona State University is a new model for American higher education, an unprecedented combination of academic excellence, entrepreneurial energy and broad access. This New American University is a single, unified institution comprising four differentiated campuses positively impacting the economic, social, cultural and environmental health of the communities it serves. Its research is inspired by real world application blurring the boundaries that traditionally separate academic disciplines. ASU serves more than 100,000 students in metropolitan Phoenix, Arizona, the nation's fifth largest city. ASU champions inclusive excellence, and welcomes students from all fifty states and more than one hundred nations across the globe. 

ASU is a tobacco-free university. For details visit https://wellness.asu.edu/explore-wellness/body/alcohol-and-drugs/tobacco 

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, protected veteran status, or any other basis protected by law.

Notice of Availability of the ASU Annual Security and Fire Safety Report:

In compliance with federal law, ASU prepares an annual report on campus security and fire safety programs and resources. ASU’s Annual Security and Fire Safety Report is available online at https://www.asu.edu/police/PDFs/ASU-Clery-Report.pdf. 

You may request a hard copy of the report by contacting the ASU Police Department at 480-965-3456. 

Relocation Assistance –For information about schools, housing child resources, neighborhoods, hospitals, community events, and taxes, visit https://cfo.asu.edu/az-resources.

Employment Verification Statement:

ASU conducts pre employment screening which may include verification of work history, academic credentials, licenses, and certifications.

Background Check Statement: 

ASU conducts pre employment screening for all positions which includes a criminal background check, verification of work history, academic credentials, licenses, and certifications. Employment is contingent upon successful passing of the background check.

Fingerprint Check Statement:

This position is considered safety/security sensitive and will include a fingerprint check. Employment is contingent upon successful passing of the fingerprint check.

About Arizona State University

Recognized by U.S. News & World Report as the country’s most innovative school, Arizona State University is where students and faculty work with NASA to develop, advance and lead innovations in space exploration.

To view full description or to apply please click this link:

https://asu.wd1.myworkdayjobs.com/en-US/ASUStaffCareers/details/Systems-Support-Analyst_JR108956?q=jr108956