Systems Support Analyst Sr.

Job Profile:

IT Support Specialist 3

Job Family:

IT Support Services

Time Type:

Full time

Max Pay – Depends on experience:

$66,200.00 USD Annual

Apply before 11:59 PM Arizona time the day before October 27, 2025.

Minimum Qualifications:

Bachelor's degree and three (3) years of experience appropriate to the area of assignment/field; OR, Any equivalent combination of experience and/or training from which comparable knowledge, skills and abilities have been achieved.

Job Description:

Salary: $66,200 per year; DOE

Enterprise Technology – Desktop Services is seeking a Systems Support Analyst Senior to provide dedicated, on-site IT support to the Health Futures Collaboratory. This off-site role is ideal for a service-focused, technically skilled professional who can confidently support executive-level stakeholders across Arizona’s public university system and health organizations. The successful candidate will be responsible for managing endpoint support—including hardware, software, and peripheral troubleshooting—while also playing a key role in supporting high-profile meetings and events.

This position requires strong experience with AV and collaboration tools such as Zoom, Microsoft Teams, and WebEx, as well as a proactive approach to solving technical issues in dynamic, fast-paced environments. In addition to day-to-day support, the analyst will contribute to departmental IT initiatives and may occasionally travel to other ABOR or university locations. We are looking for someone who is dependable, adaptable, and brings a high level of professionalism and customer service to every interaction.

As with all members of the Enterprise Technology team, this role carries core responsibilities, including fostering a sense of belonging and cultivating a culture that is relational, visionary, and empowering. With a strong emphasis on authenticity and compassion, this position is dedicated to embodying and advancing our culture.

Essential Duties:

• Prioritizes team focus and adapts to a dynamic environment, allocating resources and expertise where needed.

• Actively participates in ET/ASU events, programs, and initiatives that strengthen collaboration and professional community.

• Serves as a technical and policy subject-matter expert, providing guidance to staff, faculty, and student workers on tools, processes, and technology standards.

• Advises customer units and the broader ASU community on hardware and software recommendations, support processes, and best practices.

• Provide executive-level, on-site support for high-profile meetings. Manage AV and hybrid collaboration technologies (e.g., Zoom, Microsoft Teams, WebEx), coordinate logistics with users and vendors, and ensure seamless meeting execution through proactive preparation and real-time issue resolution.

• Support day-to-day endpoint operations across Windows and macOS platforms, including desktops, laptops, mobile devices, and peripherals. Use JAMF, Intune, SCCM, Active Directory, and Group Policy for device management, software deployment, configuration, and policy enforcement.

• Image and configure computers using approved standards, perform hardware replacements and upgrades, troubleshoot complex software/hardware/network issues, and coordinate vendor warranty repairs as needed.

• Manage IT inventory and lifecycle processes, ensuring timely procurement, replacement, and alignment with organizational standards.

• Respond to and resolve support requests through multiple channels (ticketing system, phone, email, chat, remote tools) with urgency and professionalism. Maintain accurate work records, create documentation, and contribute to continuous service improvement.

• Identify evolving technology needs and implement forward-thinking solutions that improve operational efficiency, user experience, and long-term support outcomes.

• Leverage AI in routine tasks and contribute ideas for using AI to improve the unit’s efficiency and overall performance.

• Collaborates across teams, vendors, and organizations to plan, implement, and support departmental IT projects and broader technology initiatives.

• Takes responsibility for fostering a positive culture, upholding organizational values, and championing engagement in all its forms.

Desired Qualifications:

• Proven ability to self-manage, adapt to shifting priorities, and meet service expectations in a dynamic support environment.

• Extensive experience supporting executive-level users and systems with discretion, professionalism, and attention to detail.

• Demonstrated success in troubleshooting hardware and software issues as part of a small IT support team, across multiple platforms and environments.

• Strong technical customer service background, including support provided via phone, chat, tickets, and in-person channels to diverse user groups—ideally in an educational or enterprise setting.

• Experience routing support requests, tracking team ticket metrics, and ensuring alignment with service partnership agreements (SPAs).

• Ability to identify and implement proactive, technology-driven solutions that improve user experience and operational efficiency.

• Deep understanding of the end-to-end troubleshooting process, with the ability to apply creative, remote, and in-person problem-solving strategies.

• Proficiency with enterprise support tools including SCCM, JAMF, InTune, ServiceNow, Active Directory, and Group Policy.

• Experience supporting Windows 10/11 and macOS operating systems, along with common productivity platforms like Outlook, Office 365, Gmail, and file storage solutions (Dropbox, OneDrive, Google Drive).

• Skilled in supporting A/V and hybrid collaboration tools (Zoom, Microsoft Teams, WebEx), as well as conference rooms, lab environments, and other standardized technology spaces.

• Knowledge of enterprise networking concepts and protocols, including TCP/IP, Ethernet, wireless, and group policy management.

• Effective verbal and written communicator with the ability to convey technical information to both technical and non-technical audiences.

• Demonstrated ability to model empathy, compassion, and emotional intelligence.

• Experience in a values-driven organization with a strong commitment to inclusion and belonging.

• Ability to cultivate a psychologically safe environment where all team members can thrive.

• Capacity to inspire and drive meaningful change in individual, institutional, and corporate behaviors to support a more sustainable environment.

• Commitment to leading by example through effective communication, active participation, and advocacy for the institution’s sustainability programs.

Working Environment:

• Activities are performed in an environmentally controlled office setting subject to extended periods of sitting, standing and walking; frequent physical demands may include stooping, bending, crawling under/around objects, reaching, lifting and pushing objects of varying weights up to 50 pounds; regularly required to work in cramped and enclosed areas and exposure to variations in temperature when deploying equipment.

• This role involves regular use of a computer (desktop and/or laptop), including a keyboard and mouse.

• Effective communication and proficiency with a variety of technologies are essential for collaboration with the broader team.

• Required to stand for varying lengths of time and walk moderate distances to perform work.

• Regular responsibilities may require the ability to quickly change priorities, which may include and/or are subject to resolution of conflicts.

• Regular review of completed tasks. 

• Occupy office locations in remote locations when the need arises. Office locations can be at Health Future Center, Tempe, Polytechnic, West Valley, Skysong.

About Enterprise Technology:

Enterprise Technology (ET) embraces its role as both an enabler and catalyst for advancing the vision and work of the New American University.  We are a values-driven organization.  Our commitments are reflected in all of the work we do in pursuit of operational excellence, the experience and delight of our community, and our strategic and innovation initiatives. Applicants must be eligible to work in the United States.

Join the team that sparks human-centered innovation!

ET is a rapidly reconfigurable and entrepreneurial organization at ASU that prioritizes and executes to meet the needs of our community of learners, faculty, researchers and staff. Our work emphasizes autonomy, flexibility and distributed decision-making to leverage the strengths of individuals. Together, we embrace a culture that nurtures, engages and embraces diverse voices with a shared lens of positive community impact and expanded opportunities for collaboration.

Why join us?

Mission oriented. Everything we do is to advance ASU’s charter -- measuring who we include and how they succeed. We are staunch champions of learner success and put people first.

Flexibility. Our flexible work environment allows employees to explore opportunities with their supervisor beyond the traditional work schedule. Opportunities include hybrid work where staff are in person three days per week.

Culture forward. We embrace a Positive Core culture: Belonging, Relational, Authentic, Visionary and Empowered. 

Scale of impact. Our work changes the world. With 200k+ learners, faculty, researchers and staff, working with ET means you have the capacity to improve many lives and entire communities.

World-class, low cost education. Our professional development is built in! ET encourages staff to seek additional certificates and degrees via ASU’s top ranked programs with major tuition breaks.

Exposure to industry giants. ET partners with Amazon, Apple, Arista, Cox, Verizon, Salesforce, Alteryx and a diversity of technology companies to enhance our innovations and deepen their impact.

What’s in it for you:

 Arizona State University offers a comprehensive benefits package that includes valuable employee benefits to enhance the total compensation of its staff. This package includes: (Click here to explore options.)

• Access to professional development and hands-on learning

• Workday Learning courses covering a variety of topics  

• Tuition reduction for degree programs at ASU

• Opportunities for manager-approved specialized training and certifications based on department needs     

Driving Requirement:

This position may require driving. Employee must possess a valid US Driver’s license of the appropriate class and required endorsements throughout employment.

Location:

Campus: Tempe

Funding:

No Federal Funding

Instructions to Apply:

Current Employees and Students should apply directly within Workday using the Jobs Hub. Use this link and log in using SSO:

https://www.myworkday.com/asu/d/inst/1$9925/9925$13951.htmld

To be considered, your application must include all of the following attachments:

• Cover letter
• Resume/CV

Note: Multiple documents can be submitted into the attachment box. Alternatively, merge all documents into one PDF for submission.

Please include all employment information in month/year format (e.g., 6/88 to 8/94), job title, job duties and name of employer for each position. Resume should clearly illustrate how prior knowledge and experience meets the Minimum and Desired qualifications of this position. NOTE: GA and Intern positions are counted as .5 for job experience (ie. 1 year equals 6 months experience equivalency). Only electronic applications are accepted for this position.

ASU Statement:

Arizona State University is a new model for American higher education, an unprecedented combination of academic excellence, entrepreneurial energy and broad access. This New American University is a single, unified institution comprising four differentiated campuses positively impacting the economic, social, cultural and environmental health of the communities it serves. Its research is inspired by real world application blurring the boundaries that traditionally separate academic disciplines. ASU serves more than 100,000 students in metropolitan Phoenix, Arizona, the nation's fifth largest city. ASU champions inclusive excellence, and welcomes students from all fifty states and more than one hundred nations across the globe.

ASU is a tobacco-free university. For details visit https://wellness.asu.edu/explore-wellness/body/alcohol-and-drugs/tobacco

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, protected veteran status, or any other basis protected by law.

Notice of Availability of the ASU Annual Security and Fire Safety Report:

In compliance with federal law, ASU prepares an annual report on campus security and fire safety programs and resources. ASU’s Annual Security and Fire Safety Report is available online at https://www.asu.edu/police/PDFs/ASU-Clery-Report.pdf. You may request a hard copy of the report by contacting the ASU Police Department at 480-965-3456.

Relocation Assistance – For information about schools, housing child resources, neighborhoods, hospitals, community events, and taxes, visit https://cfo.asu.edu/az-resources.

Employment Verification Statement:

ASU conducts pre-employment screening which may include verification of work history, academic credentials, licenses, and certifications.

Background Check Statement: 

ASU conducts pre-employment screening for all positions which includes a criminal background check, verification of work history, academic credentials, licenses, and certifications. Employment is contingent upon successful passing of the background check.

Fingerprint Check Statement:

This position is considered safety/security sensitive and will include a fingerprint check. Employment is contingent upon successful passing of the fingerprint check.