Technical Support Analyst SR

Utah State University Extension seeks a senior-level Technical Support Analyst to deliver desktop, endpoint, and local IT services to faculty, staff, and statewide offices. The role coordinates technology projects, implements university IT standards, ensures endpoint management and cybersecurity compliance, and provides technical support for Extension’s online course customers.

Responsibilities

• Serve as the primary provider of IT support services for Utah State University Extension.
• Install, configure, maintain, troubleshoot, repair, and upgrade computers, mobile devices, printers, AV equipment, operating systems, software, and peripherals.
• Provide advanced onsite, remote, and telephone technical support as the highest level of technical escalation within Extension.
• Travel to Extension offices throughout Utah to install equipment, resolve issues, and support technology projects.
• Administer Extension endpoint devices by ensuring enrollment, configuration, lifecycle management, and compliance with university’s IT endpoint management and security standards and platforms.
• Coordinate with the central IT team, vendors, and service providers to resolve complex issues and support procurement and warranties.
• Lead desktop deployments, operating system upgrades, technology refreshes, and office technology moves.
• Evaluate technology needs and recommend purchasing and/or improvements.
• Collaborate with Extension leadership to support technology planning.
• Develop documentation, procedures, inventories, and standards.
• Train faculty and staff on technology, cybersecurity, phishing awareness, accessibility, and compliance best practices.
• Prioritize service requests and manage multiple technology initiatives.
• Mentor and, when assigned, supervise student or part-time support staff.
• Participate in university IT initiatives and professional development.
• Provide customer support for USU Extension online courses.
• Other duties as assigned.

Requirements

• Bachelor's degree in IT, MIS, Computer Science, or related field; plus 5 years of desktop/endpoint support experience; or equivalent combination of education and experience.
• Experience with Windows, macOS, Active Directory, and endpoint management technologies.
• Experience implementing endpoint management and device lifecycle standards.
• Ability to travel statewide.
• Microsoft Intune, SCCM, or Jamf experience.
• CompTIA A+ certification required; Dell and Apple certifications preferred or obtainable.
• Knowledge of FERPA, accessibility, and cybersecurity best practices.
• Higher education IT experience.

Preferred Qualifications

• Experience delivering end-user technology training.
• Experience mentoring or supervising student or part-time staff.

Pay

$63,000 to $69,000 depending on experience.

About the Organization

Founded in 1888, Utah State University is Utah’s premier land-grant, public service university. As an R1 research institution, USU advances knowledge and serves the public good through innovative research and scholarly activities grounded in reciprocal engagement with local, regional, and global communities. USU prepares students to be active, civically engaged leaders addressing critical societal challenges. The university enrolls over 29,800 students across 30 locations, including a main campus in Logan, residential campuses in Price and Blanding, and education centers in every county. USU Extension serves all 50 states and more than 80 countries, with a century-long history of engagement in Utah.