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Senior IT Support Analyst

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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 Senior IT Support Analyst
Department Campus IT Support
Position Number 0033302
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Position Purpose

Supports the Dartmouth community by consulting and assisting users with conventional and advanced computer software standards and operating systems.

Skills & Knowledge
  • In depth knowledge of customer service, including concepts and techniques, in a technical support environment
  • Strong knowledge of Macintosh and Windows OS, standard productivity applications, networking concepts, hardware and peripherals.
  • Demonstrated ability to rapidly learn and understand new high technology products and services.
  • Commitment to diversity and to serving the needs of a diverse population.
Minimum Experience
  • Four years in technical IT support.
  • Experience in training others on the use of desktop computers and applications.
Minimum Education
  • Bachelor’s degree or equivalent combination of education and experience.
SEIU Level Not an SEIU Position
FLSA Exempt
Employment Category Regular Full Time
Department Contact for Cover Letter Ellen Young, Assistant Director IT Support Services
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

Consulting Support

  • Responds to user requests for assistance on the complete range of inquiries/problems experienced in the conventional and advanced use of personal computers and personal technology devices
  • Analyzes user needs; identifies appropriate hardware/software responses; advises/assists users in hardware/software purchases, systems up-grade or integration, and the installation, configuration, and use of new products and applications.
  • Diagnoses hardware/software operating problems and personally resolves or instructs user in problem resolution.
  • Designs, develops, documents analyzes, creates, tests or modifies computer systems or programs, including prototypes, based on and related to user or system design specifications.
  • Determines users needs and works with other departments as focus groups for more detailed application to end users.
  • Maintains a current knowledge of systems analysis techniques and procedures and software and hardware by attending workshops, reading manuals, etc. and evaluates new technological advances in software releases.

Systems/Technology

  • Continually reviews new technology to determine potential changes in the software and hardware markets.
  • Functions as a liaison to departments to understand their business technology needs and to recommend changes.
  • Works with Institutional Information Systems Group and other computing professionals to see that the systems in place are meeting customer need.

Support and Training

  • Assists in the development of, and participates in delivering training on IT applications and best practices.
  • Identifies potential applications; designs and conducts test to evaluate performance of products and implemented systems; and develops recommendations whether or not technology should be introduced, and if so, how utilized.
  • Writes/edits instructional manuals, on-line documentation, posting bulletins to inform the user community of updates, problems, and projects associated with desktop computing.
  • Provides input to the formulation and implementation of policies and procedures.

Miscellaneous

  • Demonstrates a commitment to diversity, inclusion, and cultural awareness through actions, interactions, and communications with others. Promotes understanding of similarities and differences in diverse cultures through staff and employee education.
  • Undertakes special projects as assigned.
-- 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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