System Support Analyst - Entry

Hiring Department

Academic IT Services

Job Description

JOB SUMMARY

Provides first-line technical support to faculty, staff, students, and campus partners by diagnosing and resolving common computing, account access, network connectivity, printing, audiovisual, and identification card service needs. Installs, configures, relocates, maintains, and reimages desktop and portable computing equipment; supports instructional technology in classrooms and student computer labs; and delivers responsive customer service in accordance with established support procedures and campus technology standards.

PRIMARY RESPONSIBILITIES

Technology Service Desk and Account Support

• Answer telephone and in-person inquiries concerning technology services, including SSO IDs, passwords, multifactor authentication, SecureAuth, networking, Canvas, email, general-purpose software, and computer hardware.
• Gather relevant information, troubleshoot routine issues, document service needs, provide clear instructions, and escalate unresolved or higher-complexity matters in accordance with support procedures.
• Provide virus and malware remediation and assist customers with secure computing practices.
• Issue Triton Cards to authorized faculty, staff, students, and vendors following established identity verification and card-production procedures.

Desktop Systems Installation and Lifecycle Support

• Install and configure faculty and staff desktop computer systems running Microsoft Windows or Apple macOS, along with monitors, docking stations, printers, and other peripherals.
• Provide desktop reimaging services, install approved software, apply standard configurations, and verify that systems are ready for use.
• Relocate desktop computers, projectors, audiovisual equipment, and peripherals in classrooms, student computer labs, and faculty or staff offices as required.
• Perform preventative maintenance and routine hardware support to promote reliable operation and extend the useful life of campus technology.

Network, Printing, and Mobile Device Support

• Assist faculty, staff, and students with connecting approved devices to the campus network through virtual private network (VPN), wireless, and wired connections.
• Troubleshoot common connectivity issues and coordinate with appropriate technical teams when infrastructure-level assistance is required.
• Support managed printing services and associated print-management software, including routine configuration, access, and troubleshooting needs.
• Prepare, maintain, inventory, and support laptops and related accessories available through the campus checkout program.

Classroom, Laboratory, and Team Support

• Provide computing and audiovisual hardware support for academic classrooms and student computer labs across campus.
• Respond to instructional technology issues, test equipment functionality, and help restore service with minimal disruption to teaching and learning.
• Interact with coworkers and the supervisor to review customer needs, identify recurring issues, and refine support procedures that benefit the campus community.
• Maintain accurate service, equipment, and inventory records and communicate status updates to customers and internal partners.

As with all positions, may perform other job-related responsibilities as needed to support departmental and campus-wide needs.

CORE COMPETENCIES

• Customer Service
• Technical Support
• Troubleshooting
• Communication
• Teamwork
• Adaptability
• Problem Solving
• Attention to Detail

WORKING CONDITIONS & PHYSICAL REQUIREMENTS

Work is primarily performed in office, service desk, classroom, computer laboratory, and campus building environments with regular interaction with faculty, staff, students, vendors, and technical colleagues. The role requires frequent computer and telephone use; movement between campus locations; bending, reaching, kneeling, or working under desks; and the ability to move and position computers, monitors, projectors, printers, and related equipment with or without reasonable accommodation. The position involves sustained attention, accurate documentation, customer-facing problem solving, and occasional work under time-sensitive conditions when classroom or network services are disrupted. Work schedules may occasionally include early morning, evening, or other adjusted hours to support installations, maintenance, or campus operations.

SUPERVISORY RESPONSIBILITIES

This position does not have formal supervisory responsibilities. The employee may provide task-related guidance or technical assistance to student employees, temporary staff, or peers as assigned.

Shift

40 hours/week. 8:00am - 5:00pm Monday thru Friday

Minimum Qualifications

An Associate's degree in the defined field or an equivalent combination of education and experience from which comparable knowledge and skills can be acquired is necessary.

Preferred Qualifications

• Experience with broad range of LAN and device knowledge skills and expansive knowledge of device / workstation hardware/software/operating systems.
• Windows 11 and Apple Experience.
• Very strong customer service skills.
• Experience imaging and setting up systems preferred.

Anticipated Hiring Range

$15.10 to $20.75

Grade: GGS-006
University Title: SYSTEM SUPPORT ANALYST - ENTRY
Internal applicants can determine their University title by accessing the Talent Profile tile in myHR.

Application Materials

• Application materials include a cover letter and resume. Finalists will be asked to provide references at a later date.
• Applicants must combine all application materials into one PDF or Microsoft Word document and upload as a resume attachment to the UMSL Careers: https://www.umsl.edu/services/hrs/careers/index.html
• Limit document name to 50 characters. Maximum size limit is 11MB. Do not include special characters (e.g., /, &, %, etc.). For questions about the application process, please email employment@umsl.edu. If you are experiencing technical problems, please email umpshrsupport@umsystem.edu.

Sponsorship Information

Employment visa sponsorship is not available for this position.

Benefit Eligibility

This position is eligible for University benefits. As part of your total compensation, the University offers a comprehensive benefits package, including medical, dental and vision plans, retirement, paid time off, short- and long-term disability, paid parental leave, paid caregiver leave, and educational fee discounts for all four UM System campuses. For additional information on University benefits, please visit the Faculty & Staff Benefits website at https://www.umsystem.edu/departments-staff/human-resources/benefits-retirement

Equal Employment Opportunity

The University of Missouri is an Equal Opportunity Employer.

To request ADA accommodations, please email the Office of Human Resources at umslhr@umsl.edu.