• Job Description

  Req#: R86845

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  Job Title:

  IT Service Support Analyst 2

  Department:

  Engineering | Engineering Technology Services

  The Systems Manager Senior Operations Specialist provides tier 1 and 2 IT computing support for faculty, staff, students, researchers and computing labs for the College of Engineering (CoE); leads in providing immediate assistance and problem resolution while meeting SLAs and service goals; researches technical problems to independently identify, isolate and resolve issues with computing systems, printers, peripherals, operating systems and deployments; performs testing and installation of solutions; partners with tier 2 and 3 technicians to resolve complex issues requiring escalation; deploys images and software applications; creates accounts and helps to identify equipment needs; provides training and computing device orientation to customers and writes documentation; manages and monitors computer assets to maintain departmental inventory; assists in audit and inventory compilation; ensures all University and College policies are followed; manages and meets all compliance and reporting requirements of the University, College, departments and/or centers, as needed; adheres to Information Technology Infrastructure Library (ITIL) best practice framework in an effort to ensure the availability, security and performance of infrastructure systems and fulfillment of customer Service Level Agreements (SLAs).Additional Information: These positions may be on call or work extended hours if required.

  
  Desired Experience: Experience with patch management and deploying and testing desktop software images using automated tools; experienced with Microsoft productivity suite; familiar with help desk processes; ability to provide technical guidance to less experienced staff; considerable knowledge in supporting Microsoft Windows clients, Apple clients, peripherals, and their connectivity in a networked environment; experiential knowledge of enterprise services such as Active Directory, DHCP and DNS; proven record of exceptional customer service in a technical environment; excellent verbal and written communication skills; experience with Group Policy; industry certification in one or more of the following: ITIL v3 Foundations, CompTIA Network+, Apple ACMT, Microsoft MCSA, MCSE, or MCP. Ability to lift 25 pounds, climb stairs, and have good dexterity.

  Target Salary Range: $23.94-$31.92

  Additional Information:

  Location:

  Smith Laboratory (0065)

  Position Type:

  Regular

  Scheduled Hours:

  40

  Shift:

  First Shift

  Final candidates are subject to successful completion of a background check. A drug screen or physical may be required during the post offer process.

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  The Ohio State University is an equal opportunity employer.

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• About the company

  The Ohio State University, commonly Ohio State or OSU, is a public land-grant research university in Columbus, Ohio.

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