SYSTEM SUPPORT ANALYST

Job Description This position serves as a primary IT support resource for faculty, staff, and students across assigned University of Missouri departments and units. Responsibilities span the full spectrum of end-user support, including hands-on desktop and endpoint support, software installation and troubleshooting, one-on-one consulting, and asset management. The role requires collaboration with IT professionals across the Distributed IT community and campus workgroups to maintain consistent, high-quality technology services that support the university's academic, research, and engagement mission. Customer Service Serve as a primary point of contact for end users via telephone, walk-in, or ticketing system, providing in-person and remote support for hardware, software, and networking issues of moderate to advanced complexity. Update trouble tickets with problem descriptions, status updates, and resolutions. Desktop & Endpoint Support Install, configure, maintain, and troubleshoot hardware and software across a variety of endpoint devices, including PCs, Macs, laptops, tablets, mobile devices, and peripherals such as printers and network cards. Set up or integrate application interfaces with campus administrative and network systems. Perform routine maintenance tasks including upgrades, virus scans, system moves, and documentation of changes. Serve as an information resource for end users on operating systems, supported applications, and hardware solutions. Software Support Provide specialized support for university-approved applications, including installation, configuration, upgrades, and troubleshooting. Modify or customize vendor-supplied software to meet end user needs where applicable. Perform backup and recovery procedures as needed, utilizing tools such as SCCM or JAMF. Collaboration Work with other IT professionals within the Distributed IT community and participate in campus-level workgroups such as the Apple Configuration Team, Windows Configuration Team, and others as needed. Collaborate with IT groups across campus to stay informed and compliant with the latest industry standards and Division of IT policies. Assist as needed to maintain exceptional IT customer service levels across the university. Consulting Offer one-on-one consulting to faculty, staff, and students on operating system software, supported applications, network connectivity, and complex hardware/software issues. Assist departments in defining specifications for software, hardware, and network solutions when evaluating technology purchases or upgrades. Administrative Duties Plan, test, implement, and document IT projects to better serve faculty, staff, and student needs. Maintain accurate asset inventory records as IT equipment is deployed or retired. Manage warranty processes for computing systems, including required documentation and coordination of defective component returns. Shift Monday - Friday, 8am - 5pm, may include some nights and weekends Minimum Qualifications High school diploma required. Experience supporting computer device hardware, software, and operating systems. In depth knowledge of Microsoft Windows and Microsoft 365. Apple support experience. Strong customer service skills. Ability to lift and maneuver 50 pounds. Preferred Qualifications Experience with both Windows and Apple operating systems, computer management systems such as Configuration Manager and JAMF, Active Directory and Group Policy would be desirable. Experience in an Enterprise level IT environment. Excellent customer service and communications skills.