At Creighton, you are part of something big. Your skills and passions unite with thousands of faculty, staff and students inspired to change the world. Here, we offer meaningful work driven by a 475-year-old Jesuit tradition committed to social justice and serving others. Through this tradition, we push the boundaries on innovation. We pursue new knowledge for the betterment of society. We seek to improve our world through Catholic and Jesuit values. And it all starts with you.

We are hiring a Client Support Analyst to join our IT Team. Under moderate supervision, the Client Support Analyst provides technical solutions to faculty, staff, and students for all aspects of PC/Mac/Mobile Device support and configuration within a wide variety of end-user environments.
All tasks and outcomes are documented and communicated within a ticketing application. The Client Support Analyst works within an ITIL-structured and metrics-driven service operation environment, providing technical set-up, support, service, and creative solutions for technology users. The Client Support Analyst functions as a member of the Deskside Team, owning and sharing tasks as workload and volume dictate – they will also coordinate with our Service Desk and Learning Environments teams to deliver fully comprehensive support. Must be capable of remote, phone, and chat support, as well as on-site visits and working a service counter.

The Client Support Analyst must be able to work independently on moderately complex Windows and Apple computers while following documented protocols. All Client Support Analyst team members craft documentation for the division’s knowledge base, and must remain current with emerging technologies via training, self-study, and peer interaction. Client Support Analysts are expected to understand and follow consistent, defined processes for all service interactions while observing established standards. The DSS focuses on continual improvement of their own skills as well as the documented service and troubleshooting processes used by the IT division.

Key Responsibilities

Assists users (via telephone, remote tool and/or on-site visits) in troubleshooting and resolving Windows and Apple hardware and software issues on campus and at various satellite locations.
Recommends technical solutions for Creighton Users.
Documents all workflows using standard incident/request management tools.
Solves moderately complex problems and may coordinate required effort from multiple support groups. Tier1 and Tier2 incident and service request fulfillment.
Basic operational support.
May have defined role within a team working towards stated objectives.
All workflow and results documented using a Creighton-supported ticketing application.
Process and maintain Knowledge Base documentation for self-service content.
Moderately complex solution development and implementation for common problems and services.
Work incidents and service requests that require moderate planning, testing, evaluating, and coordination. May involve multiple myIT groups and vendors to resolve.
Maintains and applies knowledge of Windows/Apple hardware, software, and operating systems, including mobile technology such as Apple iOS, Windows, and Android.
Spend time learning modern technologies and sharing associated knowledge with the myIT Division.
May be asked to perform periodic on-call rotation as part of after-hours support coverage.
May be required to work some nights and weekends to limit impact to clients.

Qualifications

Bachelor's degree in related area and/or equivalent technical experience preferred
Minimum of 2 years combined experience in one or more of the following:
Deskside and/or remote-based technical experience.
Working with Ivanti and/or Apple JAMF endpoint management platforms (or equivalent).
Supporting Mobile devices including Apple/iOS and Android/Windows
Working with basic TCP/IP, network topologies and related technology.

Required Licenses/Certifications

Must have a current and valid driver's license with a clean driving record for the last 3 years and no major violations within the last 5 years
Dell Tech Direct certification expected within first 6 months
ITIL Foundations Certification or pass within first 6 months of employment
Windows and Apple certifications desired