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About the Role

The Technical Analyst is a front-line support specialist providing on-campus audio visual (AV) support, technical consultation, and hardware/software support to campus users. This role involves troubleshooting, researching, analyzing, and responding to a wide range of issues, developing documentation, and providing informal training. The Technical Analyst serves as the first point of contact at the on-campus CIS Help Desk, tracking support requests through the CIS ticket system.

Responsibilities

Provide support for campus computers, software, printers, AV systems, and on-campus events requiring media services.
Document support requests in the CIS ticket system, including task details for issue resolution.
Staff the on-campus Help Desk and/or AV events according to coverage schedules.
Adhere to standard work practices while staffing the Help Desk.
Provide assistance with in-person and virtual setup, support to event organizers, operation, and removal of AV equipment during AV event support.
Troubleshoot software, hardware, and AV issues by researching, analyzing, or contacting vendors.
Conduct remote support sessions using software tools.
Deploy hardware, software, and software upgrades on campus, assessing installations to ensure proper function and user needs are met.
Develop end-user and internal CIS documentation.
Support and maintain on-campus lab computers and software.
Provide in-person and virtual training to staff, faculty, and students on common campus software, hardware, and AV equipment.
Collect and maintain hardware inventory records and software licensing information for CIS services.
Conduct research for complex questions and requests, reporting back in a timely manner and documenting proposed solutions.
Prepare and distribute electronic notifications for planned and unplanned systems and network events or problems.
Proactively maintain technical skills and knowledge by staying updated on new operating systems, browsers, and common campus applications.
Attend and participate in CIS staff meetings.
Support campus events outside normal Help Desk hours and maintain general knowledge of AV systems and event support options.
Collect information and respond to systems and network emergencies.
Practice common security standards, keeping sensitive data confidential and protecting shared admin passwords.
Follow appropriate use guidelines for AI for security, operational compliance, data privacy, and using college-backed tools.
Escalate urgent issues via phone and email to CIS managers.
Meet and consult with faculty, staff, and students regarding computing needs, recommending appropriate software and/or hardware.
Act as a liaison between CIS and other College constituents.
Work with other CIS teams to support data and technical needs for other departments.
Identify solutions and strategies for special projects and act as a liaison between other departments and CIS.
Support the operations and cleanliness of the Sprague Learning Center, including maintaining lab spaces, student printing stations, and securing help desk hardware.

Requirements

Demonstrated ability to configure and troubleshoot Windows and macOS, PC and Mac hardware, and mobile devices on campus and via remote support tools.
Strong technical support background with knowledge for quick resolution of common hardware and software issues.
Excellent written and verbal communication abilities.
Excellent customer service skills.
Desire to learn and work with new technologies and follow technical trends.
Demonstrated ability to work well as part of a team and with individuals from diverse backgrounds.
General knowledge of campus wired and wireless networks with basic connectivity troubleshooting ability.
Strong problem-solving and critical thinking skills.
Ability to communicate technical concepts in simple terms.
Ability to prioritize competing tasks with consistent follow-up.
Working knowledge of AV equipment and common practices for recording and editing video.
Initial 30-calendar-day on-campus work period required for all staff positions.
Frequent lifting up to 10 lbs.; occasional lifting between 11 and 50 lbs.
Frequent pushing/pulling between 20-50 lbs.
Frequent sitting, standing, walking, and squatting.
Constant keyboarding and handling.
Ability to climb a ladder and work with hardware in ceiling boxes and projectors.

Skills

Windows
macOS
PC hardware
Mac hardware
Mobile devices
Remote support tools
Technical support
Hardware troubleshooting
Software troubleshooting
Written communication
Verbal communication
Customer service
Teamwork
Network troubleshooting
Problem-solving
Critical thinking
AV equipment
Video recording
Video editing
Microsoft 365
Google Workspace
Canvas

Location

On campus

Work Type

Full-time
Hybrid (occasional ad-hoc remote flexibility, up to one remote day per week during academic year, up to two remote days per week during non-academic year)
Onsite (initial 30-calendar-day on-campus work period)

Experience Level

Any combination of post-secondary education, training and experience that provide the knowledge, skills and ability to perform the duties and responsibilities of the position.

Education Level

High School Diploma or equivalency

Salary/Compensations

$30-$32.16 an hour

Benefits

Benefits-eligible position

About the Company

Harvey Mudd College is an institution that values its employees and provides a supportive work environment.

Equal Opportunity

Harvey Mudd College is an Equal Opportunity Employer. Qualified applicants will be given consideration for employment without regard to age, race, gender, national origin, sexual orientation, protected veteran’s status, disability, or any other characteristics protected by applicable law.