IT Service Support Analyst 3
The Ohio State University

Job Info

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Job Title:IT Service Support Analyst 3Department:Optometry | Information Technology

Information Technology is responsible for the use of any computers, software applications, storage, networking and other hardware or physical devices, infrastructures and processes for creating, managing, securing and exchanging all forms of electronic data. It incorporates leading-edge techniques for collaboratively enhancing the performance of installed systems, identifying new technologies, developing applications and transitioning from legacy to new systems.

Service Support is responsible for Multi-Tier, Omni-channel support. Includes the initial point of contact for IT services, receiving customer issues and requests providing troubleshooting with an emphasis on first contact resolution. Evaluates issues and escalates as needed to higher-tier and specialized staff. Involves user support on software and hardware from base offices or on-site and field desktop locations (main campus, regional sites, medical facilities). Performs varying complexities of regular or project-related installation, preventive maintenance, break and fix, fault diagnosis, identification, isolation and resolution and deployment. Performs continued monitoring of escalations of customer issues and requests. Communicates, tracks and reports computing environment outages while working with IT personnel and leadership to monitor or assist in problem resolution.

May be the primary owner/authority on a given program or process. Requires the application of specialized expertise within a profession to achieve results. Emphasizes in-depth knowledge, project management, and influencing skills. At more seasoned levels may manage one or two direct reports or cultivate relationships to produce optimal results.

Typically the most prevalent job level within Career Band. May serve as informal resource for less experienced colleagues. Applies industry knowledge and a thorough understanding of concepts, principals, and technical capabilities to perform tasks and projects. Works on complex projects of large scope; may refer to precedents and defined parameters. Completes routine work independently; receives general guidance on new projects. Work reviewed for purpose of meeting objectives. Exchanges information on sensitive matters. Works to build consensus.

Additional Information:

MINIMUM REQUIRED QUALIFICATIONS

• Bachelor's degree or equivalent experience.
• 4 years of relevant experience required.

DESIRED QUALIFICATIONS

• Advanced degree in relevant field may be desirable.
• 4-8 years of relevant experience preferred.

Pay Range:

$58,000-$77,450

FUNCTION: Information Technology
SUB-FUNCTION: IT Service Support
CAREER BAND: Individual Contributor - Specialized
CAREER LEVEL: S3

Location:Fry Hall (0059)Position Type:RegularScheduled Hours:40Shift:First ShiftFinal 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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