Client Support Analyst II at Details

Who we areFounded in 1824 Rensselaer Polytechnic Institute (RPI) is the first technological research university in the United States. We bring creativity science and technology together to address societys greatest cultivate exceptional problem-solvers by immersing them in a culture of rigorous inquiry disciplined practice and hands-on application. Our strategic plan RPI Forward charts a pioneering course for the next era of RPI.Explore the RPI Forward plan. Nestled on a beautiful 275-acre campus in upstate NY RPI is home tofive schools 32 research centers three makerspaces an observatory one of the worlds fastest supercomputers and the IBM Quantum System One - the first university-based quantum computer in the world.With top notch employee health and retirement benefits Rensselaer offers its full-time employees a generous paid time off program tuition remission and opportunities for career growth.Job SummaryThe Client Support Analyst II (CSA II) supports application software for the Rensselaer community: students faculty and staff. The CSA II works closely with other system administration and networking staff to provide technical assistance maintenance of client technologies and software and assists with training to the user community.Minimum QualificationsAssociates Degree in Computer Science or related fieldFour (4) or more years relevant professional work experienceRelevant combinations of education training and experience may be considered.Preferred QualificationsBachelors Degree in Computer Science or related fieldProfessional experience in higher educationMinimum Knowledge Skills and AbilitiesGeneral knowledge of many software or services and operating systemsAbility to utilize basic scripting and automation toolsCurrent in-depth technical knowledge of desktop and laptop hardwareCurrent in-depth technical knowledge of common operating systems including Windows and MacOSTechnical knowledge of common software packagesAbility to develop and deliver training to individuals or small groups to convey knowledge and technical information to clientsAbility to learn quickly analyze complex issues and provide advanced troubleshootingAbility to diagnose hardware and software problemsPreferred Knowledge Skill and AbilitiesSignificant understanding of common business processes and functions and client needs within organizationsRepresentative Job DutiesHelp clients utilize IT capabilities at Rensselaer. Promote use of applications/software services and/or systems for Institute including troubleshooting and analysis and upgrade management. Support clients reporting needs.Assist clients by helping recommend hardware or software based on availability and articulated needs. Help forecast changes based on changing client needs and industry trends.Deploys complex applications/software services and/or systems using standard tools. Assists in development of deployment methods and strategies.Develops and provides tailored training and documentation to clients. Responsible for the resolution or escalation of tickets assigned to their team by ensuring SLAs are met and problem tickets are completed or escalated/reassigned according to standards. Provide high-level customer service.Analyze impact of changes to applications/software services and/or systems to mitigate disruption on business. Assist in configuration and maintenance to meet client needs. Ensure confidentiality and compliance with security requirements and standards.Participates in project and IT service management processes.Develops and communicates technical documentation and policies and procedures for the department.Acts as a liaison between clients and other technical and management personnel.Acts as a liaison between clients and technical and management personnel as well as vendor supported technicians.Perform other duties as assigned.ShiftBusiness Hours: Monday - FridayTravelNo travelDrivingNo DrivingStarting Salary/RateExpected hiring range: $25 - $26.50 / hrPay transparency disclosure: The selected candidates salary will be determined based on factors that include the available budget internal equity and the final candidates qualifications experience education and other job-related credentials. This hiring range is provided as Rensselaers good faith estimate of the expected hiring range at the time of posting.Application instructionsFollow the on-screen prompts to create a brief online profile. Please be ready to upload your resume and cover letter.If you need assistance with the online application process please contact Job Posted DateApplications will be accepted until the position is filled.Total Compensation and Benefits InformationRensselaers Total Compensation Program is designed to provide stable pay growth a comprehensive and affordable benefits package and a comprehensive and affordable retiree medical and prescription plan. Our goal is to provide you and your family with a comprehensive health and welfare program as an umbrella of financial security and protection during your employment. For more information please visitBenefits Human Resources ().Rensselaer is committed to the cultivation of a community that is welcoming inclusive and above all values learning. We welcome candidates who bring a variety of perspectives to Rensselaers work and campus communities.RPI is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race color religion sex sexual orientation or gender identity national origin disability status protected veteran status or other characteristic protected by law.Required Experience:IC Key Skills IT Experience,Problem Management,Desktop Support,Citrix,Mobile Devices,Windows,Customer Support,Help Desk,Operating Systems,Technical Support,Troubleshooting,Application Support Employment Type : Full-Time Experience: years Vacancy: 1 Monthly Salary Salary: 25 - 26