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IT Support Analyst I / IT Support Analyst II / IT Support Analyst III

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Please see Special Instructions for more details.

Employment in this position is contingent upon consent to and successful completion of a pre-employment background check, which may include a criminal background check, reference checks, verification of work history, and verification of any required academic credentials, licenses, and/or certifications, with results acceptable to Dartmouth College. A criminal conviction will not automatically disqualify an applicant from employment. Background check information will be used in a confidential, non-discriminatory manner consistent with state and federal law.

Position Details

Position Information

Position Title IT Support Analyst I / IT Support Analyst II / IT Support Analyst III
Department Information Technology, Tuck
Position Number 1125630
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Position Purpose

IT Support Analyst I (Non-Exempt) / IT Support Analyst II (Exempt) / IT Support Analyst III (Exempt) will ensure that all Tuck School faculty, staff, and students have an exceptional experience utilizing information technology services, and will support the best use of technology in effectively accomplishing and performing their work.

Skills & Knowledge
  • Exceptional interpersonal skills with the ability to effectively assist often-frustrated customers in high-pressure situations.
  • Knowledge of operating systems, applications software and instructional technologies.
  • Commitment to providing excellent customer service and to serving the technical support needs of a community with a wide-ranging technical skill set.
  • Strong organizational skills with the ability to set priorities and manage time effectively in an environment with frequent interruptions.
  • Ability to work independently as well as be an integral member of a multi-person support team.
  • Strong technical writing and oral communications skills.
  • Demonstrated ability to perform in a demanding and stressful environment.
  • Dependability and a proven track record of commitment to IT support excellence.
  • Demonstrated innovative analytical problem solving skills.
  • Commitment to diversity and to serving the needs of a diverse community.
Minimum Experience

Analyst I

  • 0-3 years of experience

Analyst II

  • 3-6 years of experience

Analyst III

  • 6+ years of experience

All Levels

  • Experience in a progressive IT environment preferably in a diverse educational environment supporting a heterogeneous mix of integrated information and instructional technologies.
  • In-depth experience in a highly networked environment supporting Microsoft Windows and Mac OS and associated software applications.
  • Experience configuring and trouble-shooting computer hardware/software in a highly networked environment.
Minimum Education
  • Bachelor’s degree preferably in computing or information technology, or the equivalent combination of education and experience.
  • Proven commitment to continued professional development related to IT technical support and customer relations skills.
  • MCDST, CompTIA or other information technology support certifications is desirable.
SEIU Level Not an SEIU Position
FLSA To Be Determined
Employment Category Regular Full Time
Department Contact for Cover Letter Tuck Talent Management
Equal Opportunity Employer

Dartmouth College is an equal opportunity/affirmative action employer with a strong commitment to diversity and inclusion. We prohibit discrimination on the basis of race, color, religion, sex, age, national origin, sexual orientation, gender identity or expression, disability, veteran status, marital status, or any other legally protected status. Applications by members of all underrepresented groups are encouraged.

Special Instructions to Applicants

Employment in this position is contingent upon consent to and successful completion of a pre-employment background check, which may include a criminal background check, reference checks, verification of work history, and verification of any required academic credentials, licenses, and/or certifications, with results acceptable to Dartmouth College. A criminal conviction will not automatically disqualify an applicant from employment. Background check information will be used in a confidential, non-discriminatory manner consistent with state and federal law.

Key Accountabilities

Key Accountabilities

Analyst I
Technical Assistance and Support
• As a member of a team, directly responds to a diverse array of telephone, e-mail and walk-in requests for computer support service, strictly adhering to generally accepted institutional support guidelines and policies.
• Triages problems quickly and effectively resolves or appropriately refers problem for prompt resolution and associated follow-up, at all times maintaining a high level of customer satisfaction and professionalism in a stressful environment characterized by high customer expectations.
• Applies essential technical knowledge to independently and expediently diagnose and resolve fundamental problems or issues in a highly networked sophisticated computing hardware/software environment. Provides and is accountable for client side support service including: operating system, networking, applications software and all associated peripheral equipment.
• Delivers, installs, configures, and maintains computing hardware and peripheral devices in offices, classrooms, and public areas requiring some lifting of heavy objects.
• Assists with the installation, testing and evaluation of upgrades and proposed new hardware/software configurations.
• Performs routine preventative maintenance, cleaning, and initial troubleshooting of equipment including printers, computers, and peripheral devices. Escalates problems that cannot be resolved promptly.
• Maintains accurate call tracking and inventory records for all computing equipment and supplies.
• Provides back-up audio/visual classroom technical support as required.
• Assists with special projects as needed. and see them through to completion.
• Collaborates with other teams to achieve the highest level of service standards for students, faculty and staff.

Training
• Provides fundamental hardware/software training, guidance and advice to users.
• Maintains personal technical currency through continuous professional development.

Analyst II
Technical Assistance and Support
• As a member of a team, directly responds to a diverse array of telephone, e-mail and walk-in requests for computer support service, strictly adhering to generally accepted institutional support guidelines and policies.
• Assumes responsibility for problem resolution of service calls escalated by front line support.
• Triages problems quickly and effectively resolves or appropriately refers for prompt resolution and associated follow-up, at all times maintaining a high level of customer satisfaction and professionalism in a stressful environment characterized by high customer expectations.
• Applies intermediate to high technical knowledge to independently and expediently diagnose and resolve elevated problems or issues in a highly networked sophisticated computing hardware/software environment. Provides and is accountable for all aspects of client side support service including: operating system, networking, applications software and all associated peripheral equipment.
• Delivers, installs, configures, and maintains sophisticated computing hardware and peripheral devices in offices, classrooms, and public areas requiring some lifting of heavy objects.
• Oversees the installation, testing and evaluation of upgrades and proposed new hardware/software configurations.
• Performs routine preventative maintenance, cleaning, and troubleshooting of equipment including printers, computers, and peripheral devices.
• Maintains and reviews call tracking and inventory records for all computing equipment and supplies.
• Provides back-up audio/visual classroom technical support as required.
• Completes special projects independently.
• Collaborates with other teams to achieve the highest level of service for students, faculty and staff.

Training
• Provides enhanced hardware/software training, guidance and advice to users.
• Maintains personal technical currency through continuous professional development.

Analyst III
Technical Assistance and Support
• Serves as team lead; directly responds to a diverse array of telephone, e-mail and walk-in requests for computer support service, strictly adhering to generally accepted institutional support guidelines and policies.
• Triages the most challenging problems quickly and effectively resolves or appropriately refers problem for prompt resolution and associated follow-up, at all times maintaining a high level of customer satisfaction and professionalism in a stressful environment characterized by high customer expectations.
• Applies advanced technical knowledge to independently and expediently diagnose and resolve the most complex problems or issues that are presented in a highly networked sophisticated computing hardware/software environment. Provides and is accountable for all aspects of client side support service including: operating system, networking, applications software and all associated peripheral equipment.
• Serves as an informational resource and assumes leadership role to user support staff.
• Proactively assumes responsibility for solving the most challenging support problems presented to the User Support team and has the technical knowledge to solve complex issues expeditiously.
• Develops and recommends support policies and procedures for the User Support team to improve service.
• Delivers, installs, configures, and maintains computing hardware and peripheral devices in offices, classrooms, and public areas requiring some lifting of heavy objects.
• Manages the installation, testing and evaluation of proposed new hardware/software configurations.
• Administers routine preventative maintenance, cleaning, and troubleshooting of equipment including printers, computers, and peripheral devices.
• Develops standards for equipment deployment, maintaining accurate call tracking and inventory records for all computing equipment and supplies.
• Provides back-up audio/visual classroom technical support as required.
• Develops and leads special projects to completion.
• Collaborates with other teams to achieve the highest level of service for students, faculty and staff.

Training
• Evaluates and determines appropriate hardware/software training, guidance and advice to users.
• Maintains personal technical currency through continuous professional development.

-- Performs other duties as assigned.

Applicant Documents

Required Documents
  1. Resume
  2. Cover Letter
Optional Documents
  1. Additional Document #1
  2. Additional Document #2

Supplemental Questions

Required fields are indicated with an asterisk (*).

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