SR CLIENT TECH ANALYST

Note: The current work modality within Information Technology Services is a hybrid work environment with on-campus and remote components. The remote component is defined by the manager and as appropriate for the position.

Distinguishing Characteristics:

This position is distinguished from the Client Technologies Analyst position in that the senior position requires additional years of experience and will provide advanced technical direction and support to analysts and clients in the resolution of more complex problems.

Essential Duties and Responsibilities include the following.

1. Perform diagnosis of technology- and/or desktop application-related problems. Resolve problem issues. Identify recurring problems and provide feedback to appropriate IT support team members for root-cause resolution.

2. Professionally respond to help desk tickets, customer calls, email, voice mail, and hardware/software requests. Provide proactive updates to customers. Maintain call tracking accuracy.

3. Assign Service Center call tickets that cannot be resolved on the initial contact to the appropriate queue for further assistance and provide the necessary follow-up.

4. Provide customer service and end-user training in a variety of services including desktop applications, enterprise applications, and mobile devices.

5. Recover, restore, and maintain data recovery for upgraded as well as failing machines.

6. Participate and/or lead technical projects.

7. Promote a professional work environment dedicated to customer service and teamwork.

8. Provide written status to manager as required.

9. Work as a team member with other Information Technology Services staff to ensure connectivity and compatibility between systems and applications.

10. Other projects and responsibilities as assigned.

Bachelor's degree preferred Three to five years' experience in desktop support development or related area General knowledge of commonly used industry concepts, practices, and procedures

Education/Experience:
- At least two years of experience in a help desk or technical support environment required.
- Bachelor's Degree preferred.

Language Ability:
- Excellent and persuasive communication (oral, written, presentation), interpersonal and consultative skills to work effectively with external customers and providers, and internal clients at all levels of the University.
- Core consulting skills such as business writing and presenting, and analytic comparisons.
- Ability to read, analyze, and interpret general business processes, technical procedures, and user documentation.
- Ability to develop and write reports, business correspondence, and procedure documentation.
- Able to communicate technical ideas and concepts to non-technical audiences.

Computation Ability:
- Strong analytical and problem solving skills.
- Ability to understand and apply concepts such as resource utilization, work effort, percent to complete and project health

Reasoning Ability:
- Must be detail oriented, results focused, possess effective written and verbal communication skills, and be able to support change management initiatives.
- Synthesizes complex or diverse information; Generates creative solutions; Identifies and resolves problems in a timely manner; Gathers and analyzes information skillfully.
- Develops alternative solutions; Works well in both group and individual problem solving situations.
- Looks for ways to improve and promote quality; Responds promptly to client needs; Solicits client feedback to improve service; Responds to requests for service and assistance.
- Ability to be flexible and adaptable to changing environments and business situations.
- Proactively manages change through existing change management processes, and project risks through early identification, negotiation and/or escalation when required.
- Evaluate technology problems and create manageable solutions.
- Able to synthesize complex or diverse information at an enterprise level.

Interpersonal:
- Positive attitude and strong work ethic; Ability to work independently and in team settings; Focuses on accountability and problem and conflict resolutions; Maintains confidentiality and follows ITS and other University policies regarding data security and protection; Balances team and individual responsibilities; Contributes to building a positive team spirit; Effectively influences actions and opinions of others; Strives to continuously build knowledge and skills; Shares expertise with others; Able to communicate technical ideas and concepts to non-technical audiences; Excellent oral and written communication skills.
- Diversity - Shows respect and sensitivity for cultural differences; supports and engages with University DEI initiatives.
- Ethics - Treats people with respect; Works with integrity and ethically; handles sensitive and confidential issues and materials appropriately.

Organizational Skills:
- Must be hands-on, detailed oriented and have the ability to quickly adapt to changes and new ideas.
- Supports organization's goals and values; Develops strategies to achieve organizational goals; Adapts strategy to changing conditions; Includes appropriate people in decision-making process; Strong administrative and organizational skills.

Availability:
The majority of the work for this position will occur within the standard work week. However, this position will be on-call, and may need to work during off-hours to respond to problems, maintenance, and scheduled projects.

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed herein are representative of the knowledge, skills, and/or abilities required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

n/a

Diversity, Equity, and Inclusion

As one of the nation's largest Jesuit, Catholic universities, Loyola University Chicago fosters a transformative cultural experience that honors diversity, equity, and inclusion . We are committed to not only recruiting, but also retaining a diverse, mission driven workforce and enabling a culture of inclusiveness in an environment that values service excellence, stewardship, personal well-being, and professional development for all of our employees. Loyola University Chicago supports its staff and faculty with a wide array of affordable, comprehensive and competitive benefits centered on health and wellness, financial security, equity, and work-life balance. We actively seek those who wish to join our faculty, staff, and students in a community of diverse opinions, perspectives, and backgrounds supporting our Jesuit mission and striving toward the same goal of being persons for and with others.