Technology Support Analyst

As a Technology Support Analyst, you're part of the University of Minnesota Foundation's Information Systems department, providing and supporting technology solutions that drive fundraising at the University of Minnesota. Whether you're helping a new employee get setup at their workstation, or troubleshooting a complex problem, you're ready to share knowledge and provide exceptional assistance. You gain satisfaction from resolving problems, improving processes, exceeding expectations, and supporting greatness at the University of Minnesota.

Responsibilities

Technology Support (50%)

• Prioritize and process service requests while providing excellent customer service. Follow up with staff to ensure excellent customer service.
• Proactively anticipate support needs by developing relationships, communicating across the organization, and taking action to initiate appropriate support.
• Identify opportunities that improve operations and customer service. Tabulate, calculate, and analyze issue data and make recommendations for improvement.

Technology Deployment (25%)

• Install and configure computer software and hardware, mobile device, and peripherals.
• Deploy workstations to staff and assist in managing Foundation hardware inventory and software licenses.
• Analyze, plan, and implement hardware and software upgrades.

Meeting Support (25%)

• Support all technology aspects for UMF meetings and serve as the subject matter expert for web conferencing and meeting room technology.
• Collaborate with Foundation Office Operations, University Classroom Services, and University Video and Conferencing Services to ensure boardroom and conference room technology is operating at peak performance.
• Support remote and hybrid meetings, both onsite and offsite, with meetings ranging from highly sensitive and confidential board meetings, to internal staff meetings, on meeting platforms such as Zoom, Microsoft Teams, and SIP systems.

Demonstrate commitment to valuing diversity and contributing to an equitable and inclusive working and learning environment (exhibit 100% of the time)

• Continuous learning in diversity, equity and inclusion for oneself and team via training, podcasts, articles, etc.
• Seek to explore and understand cultural differences and create a culture of belonging.
• Develop and employ anti-racist practices and principles to accomplish work.
• Advocate for employees of all ethnicities, genders, ages and backgrounds
• Cultivate and develop inclusive and equitable working relationships with employees, colleagues, stakeholders, etc.

Required qualifications:

• A bachelor's degree or a combination of relevant education and/or work experience to total four years.
• Excellent communication skills.
• Record of offering consistently superior levels of customer service.
• Experience and proficiency with Windows and Mac operating systems, Microsoft Office and Google Apps Suite.
• Experience installing and supporting personal computers and laptops.
• Experience supporting iPhones, Androids, iPads, and other similar mobile devices.
• Experience supporting printers and scanners.

Preferred qualifications:

• At least one year of relevant experience
• Experience supporting audio and visual technology during meetings.
• Experience with Microsoft Active Directory.
• Experience deploying applications thru Microsoft SCCM or software management program.
• Experience with VMWare or other virtualization technologies.
• Experience with network technologies and the ability to troubleshoot network problems.
• Familiarity with Data Security practices and associated technologies.

General Skills and Attributes:

• Ability to think calmly and rationally during a crisis, maintain poise and a professional demeanor under all circumstances.
• Strong general troubleshooting and problem solving skills.
• Friendly presence and helpful attitude; excellent interpersonal skills and ability to work well with others at all levels of the organization.
• Outgoing, confident, easily builds relationships.
• Strong initiative to see tasks through to the end.
• Ability to learn quickly and adapt to change.
• Ability to identify opportunities for improvement.
• Ability to work responsibly with or without direct supervision.

At the University of Minnesota Foundation (UMF), our mission is to connect passion with possibility, inspire generosity, and support greatness at the University of Minnesota by placing donors at the heart of everything we do and every decision we make. UMF is a nonprofit organization responsible for raising and managing gifts to the University of Minnesota.

For more information about UMF, please visit https://give.umn.edu/about/about-umf.

Pay Range: $56,000- 64,000; depending on education/qualifications/experience

Time Appointment: 100% Appointment

Position Type: Civil-Service & Non-Faculty Labor Represented Staff

Please visit the Office of Human Resources website for more information regarding benefit eligibility.

The University offers a comprehensive benefits package that includes:

• Competitive wages, paid holidays, and generous time off
• Continuous learning opportunities through professional training and degree-seeking programs supported by the Regents Tuition Benefit Program
• Low-cost medical, dental, and pharmacy plans
• Healthcare and dependent care flexible spending accounts
• University HSA contributions
• Disability and employer-paid life insurance
• Employee wellbeing program
• Excellent retirement plans with employer contribution
• Public Service Loan Forgiveness (PSLF) opportunity
• Financial counseling services
• Employee Assistance Program with eight sessions of counseling at no cost
• Employee Transit Pass with free or reduced rates in the Twin Cities metro area

Applications must be submitted online. To be considered for this position, please click the Apply button and follow the instructions. You will be given the opportunity to complete an online application for the position and attach a cover letter and resume.

Additional documents may be attached after application by accessing your "My Job Applications" page and uploading documents in the "My Cover Letters and Attachments" section.

To request an accommodation during the application process, please e-mail employ@umn.edu or call (612) 624-8647.

The University recognizes and values the importance of diversity and inclusion in enriching the employment experience of its employees and in supporting the academic mission. The University is committed to attracting and retaining employees with varying identities and backgrounds.

The University of Minnesota provides equal access to and opportunity in its programs, facilities, and employment without regard to race, color, creed, religion, national origin, gender, age, marital status, disability, public assistance status, veteran status, sexual orientation, gender identity, or gender expression. To learn more about diversity at the U: http://diversity.umn.edu

Any offer of employment is contingent upon the successful completion of a background check. Our presumption is that prospective employees are eligible to work here. Criminal convictions do not automatically disqualify finalists from employment.

The University of Minnesota, Twin Cities (UMTC)

The University of Minnesota, Twin Cities (UMTC), is among the largest public research universities in the country, offering undergraduate, graduate, and professional students a multitude of opportunities for study and research. Located at the heart of one of the nation's most vibrant, diverse metropolitan communities, students on the campuses in Minneapolis and St. Paul benefit from extensive partnerships with world-renowned health centers, international corporations, government agencies, and arts, nonprofit, and public service organizations.

At the University of Minnesota, we are proud to be recognized by the Star Tribune as a Top Workplace for 2021, as well as by Forbes as Best Employers for Women and one of America's Best Employers (2015, 2018, 2019, 2023), Best Employer for Diversity (2019, 2020), Best Employer for New Grads (2018, 2019), and Best Employer by State (2019, 2022).