User Support Analyst – 100% FTE, M-F, 8am-5pm, Library Technology Services. Salary is commensurate with experience and competency level.
Duties: Provide first-level computer support for the MU Libraries. This includes the Ellis Library computer lab located on first floor, computers located in the Library Information Commons, and other areas as defined by supervisor. Work assignments will include performing hardware and software installation, configuration, upgrades, and enhancements of hardware (Apple, PC and peripherals), standard software applications (Windows XP, MS Office 2K3, 2K7, Outlook) and specialized software applications; setup of new equipment, imaging, installation of software upgrades, routine and preventive maintenance; consultation with end users to determine scope and nature of problems and proposing solutions; Troubleshoot and resolve problems with personal computers, workstations, laptops, peripherals, etc.; The incumbent will be expected to enter and track service calls through the Department’s call tracking database; Incumbent will work closely with Ellis User Services division to assist end users as appropriate.
Minimum qualifications: In appraising the relative qualifications of candidates for all levels, consideration will be given to the extent and type of experience with the various information technology functions and to the extent and type of pertinent education and formal training. Recent experience in configuring, installing, upgrading, and troubleshooting Intel-based PCs; previous experience supporting end users and working directly with them to solve problems; recent experience with Windows and XP Professional desktop support and administration; ability to work productively within a team environment; ability to plan and prioritize work and meet deadlines; strong interpersonal and communications skills, including the ability to work productively and cooperatively with end users with a variety of backgrounds and technical skill levels; strong customer service focus; good listening skills; ability to explain technical issues clearly.
Preferred qualifications: MCSE or MCSA certification or has taken classes for certification. Experience working in a library environment.