Desktop Support and Systems Analyst – Menlo College – Atherton

Position Summary
Reporting to the Systems Administrator, the Desktop Support and Systems Analyst will be responsible for installing and troubleshooting PC & Mac software and hardware, setting up and troubleshooting printers, setting up and managing cloud services (such as hosted email, cloud storage, cloud backup, cloud VoIP phones, etc.), Windows server user and file system management, smart phone and device setup and troubleshooting, network management including installing, troubleshooting and managing network firewalls, routers, switches, wireless, etc.
Day-to-day activities include positive, helpful communications by phone and in person to resolve campus community technical issues. PC, Mac, and classroom presentation software & hardware troubleshooting and installations, user account and service management on local and cloud-based systems, printer troubleshooting and setup, client service ticket and documentation management. Analyst should be able to assist clients in the identification, evaluation, recommendations and installations of desktops, laptops, cloud and vendor services as well as LOB software and upgrades. You should be well-versed in IT matters and able to communicate with C-level clients and their employees to successfully meet their needs. Car for on-site calls is a plus.

Technical Requirements
● CompTIA A+ knowledge required, certificate optional
● Windows 7/8/10/11, Mac OS X, and MS Office technical troubleshooting knowledge
● Cloud service knowledge (Hosted Exchange/Office365, G Suite)
● Working knowledge of Active Directory, OKTA (add users, change passwords, set permissions, etc.)
● Terminal Services – Remote Desktop connections
● Networking (switches, firewalls, modems, wireless, TCP/IP, DNS, routing, subnetting) knowledge
● iPhone and android technical troubleshooting knowledge
● Helpdesk ticketing system experience a plus
● Remote monitoring and management (RMM) experience a plus
● Experience with VoIP phone systems a plus
● Experience in Aerohive Networks is a plus
● Experience in Quest ticketing is a plus
● Experience in VEEAM backup is a plus

To be successful in this role, you
● Exhibit strong customer service and technical troubleshooting skills
● Are self-motivated and can work independently as well as part of a team
● Demonstrate an ability to communicate technical information, both verbal and in writing to a wide range of end-users (technical and non-technical personnel at various levels of the campus community)
● Have demonstrated experience organizing and managing multiple priorities
● Possess strong documentation skills
● Demonstrate excellent critical thinking and effective problem-solving skills
● Have organizational follow-through

Required Qualifications
● Eligibility to work in the US
● Bachelor’s degree in CS/CIS, MIS, EECS or relevant discipline. MS preferred
● Have a minimum of 3 years’ experience in computer technical troubleshooting
● Possess a customer service mindset, with the ability to assist a diverse campus population over the phone as well as in person
● Work well in a team environment, preferably in a college setting
● Excellent oral and verbal communication skills
● Ability to manage competing priorities and changing deadlines
● Can comfortably lift and move 40 lbs.

Principal Duties and Responsibilities
● Provide technical support on computers, networks, and VoIP phone systems
● Perform timely workstation hardware and software upgrades as required
● Modify configurations, utilities, software default settings, etc. for the local workstations
● Document internal procedures
● Monitor support requests with the service request ticketing software and process based on priority.
● Support and troubleshoot client PC connectivity – Ethernet, WiFi, TCP/IP, DNS, and VPN troubleshooting
● Support Jenzabar client
● Devices and printer setup

Application Instructions
Interested and qualified candidates should submit a resume and cover letter in which they identify their interest in the Desktop Support and Systems Analyst position via email to hr@menlo.ed
Menlo College is committed to a firm policy of equal employment opportunity. All prospective Menlo College employees are required to satisfy a background check and clearance annually for the operation of a motor vehicle on behalf of Menlo College.