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Job Title
Technology & Systems Analyst, Eng Tech Support Svcs
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Job ID
27962
Location
Tampa, FL
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Full-Time
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Regular
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Position Details
Department Number/Name: 0-2109-000 / Engineering Tech Support Services
College Division: Academic Affairs/College of Engineering
Salary Plan: Administrative
Job Code/Title: 9573 / Technology & Systems Analyst
Hiring Salary/Salary Range: $46,000 - $53,000
ORGANIZATIONAL SUMMARY:
This unit provides all of the information technology, and general educational laboratory, and research support for USF College of Engineering. This role directly interacts with students, faculty, staff, visitors, prospective students, and the general community. The technologist and analyst must administer more than 10 major software packages for educational and research use. Work with new cutting-edge technologies and be able to adapt to fast-paced troubleshooting with a wide variety of equipment and applications. This unit works primarily on the educational and research support aspects that USF Informational Technologies does not support including specialized educational laboratories, major research equipment support, safety, and special projects unique to the College research and educational goals.
POSITION SUMMARY:
The responsibilities of this position are to organize the day to day technology support operations as well as serving as a team lead in the IT aspects of the TSS department. The duties include managing the day-to-day planning, operation and problem-solving of a team of agents to meet with the required service level components, standards and metric targets, to develop the team to ensure delivery of a consistently superior customer experience by highly knowledgeable and customer-focused agents and to act as the communication conduit between Front liners and Management. Technology support will include all facets of hardware and software acquisition, licensing, installation, support, configuration and troubleshooting. Responsibilities extend to maintaining a supply of components, parts, and hardware used in the repair of equipment. Support of 3D printing and rapid prototyping technologies, including non-standard hardware which interfaces with computing equipment, will also be assigned. Will serve an integral part of support services projects affecting the computing environment within the entire organization. This position works closely with USF Information Technologies and Research Computing to administer the major software packages to the College's computer classrooms and laboratories for educational and research use. Must be able to lift up to 25 lbs to support the positioning, relocation, and delivery of related materials. Managerial and technical skills are needed to be successful in this position, as well as experience mentoring faculty, teaching assistants, and staff to configure, deploy, and use the software packages used within the organization.
RESPONSIBILITIES:
Serves as the College lead for the day to-day planning, operation, and problem-solving of the College specific IT related aspects of the TSS service desk. This includes direct communication and interaction with faculty, staff, and students. Comfort with these interactions and clear communication skills are critical. Provide technical instruction to students, faculty, and staff relating to the operation of computing and technical equipment. Instructs students, faculty, and staff on the proper safety procures when working on related equipment.
Provide effective laboratory management, configuration, deployment, and troubleshooting on any/all of the following: hardware, software, peripherals, Labview, Matlab, Ansys, Solidworks, Arena, Minitab, Cadence, Codewarrior and other specialized classroom and research specialized software which the College faculty use for teaching and research. Serves as the College's technical liaison to these software companies, this includes billing and invoicing. Assists departmental chairmen and faculty leads with the purchasing and licensing of the major software packages. These duties may include developing custom program snippets, programming APIs, license management code, or scripts to assist in solving software compatibility problems.
Application Support: This position is expected to provide support for technology systems used by the departments in the College. This includes troubleshooting and resolving incidents; identifying recurring problems, and resolving the root causes of these problems. Use of appropriate change management processes are required to ensure changes made to systems result in the least disruption to the users of the systems. Analyzes and solves technical problems related to complex computer applications and systems for faculty, staff, and/or students within the unit; provides a wide range of in-depth technical assistance and guidance to TSS unit support staff. The technical nature of these are well above typical desktop support and involve mission-critical systems which must be protected against failure and uptime must be guaranteed. Interact regularly with 3D manufacturing technology such as fused filament deposition (FDM) 3D printers, powder 3D printers, and desktop milling machines. May be required to use chemicals to develop, repair, and strengthen these models.
Electronic and Electro-Mechanical Support: Basic soldering and electronic troubleshooting such as soldering and de-soldering components from a circuit board. Using a multimeter to probe live-powered devices. Basic understanding of DC and AC electricity. Repair and maintain mechanical systems and components including: inspection, greasing, oiling, filing, cutting, drilling, sanding, cleaning, and fitting mechanical components. Fabricating repair parts using rapid prototyping, drilling, milling, lathe, grinding, and novel fabrication methodology.
Support of the technology connected to computer equipment which may include oscilloscopes, function generators, testing equipment, and non-standard peripherals. This may expend to basic troubleshooting of these additional hardware elements such as: opening, unscrewing, disassembly, reassembly, inspection, probing, and basic soldering.
Plan and maintain specialized laboratory desktop imaging to ensure the workstation, tools and software are functioning and highly available to faculty, staff and students. Design layout of computing and technology classrooms to optimize usability and layout. Make procurement selections based on consultation and feedback from faculty and staff.
Provide assistance with technology requirements in classrooms, conference rooms, and other remote locations including, but not limited to, setting up laptops, projectors, network and internet access, wireless microphones, video recording, and telepresence systems. The ability to work under pressure and respond immediately when called to ensure time-critical systems are operational is a must.
Mentor the TSS team, including support student staff, to ensure agents are trained and have the appropriate knowledge to provide high quality customer service. Provide successful and timely resolution of customer issues and demonstrate a commitment to customer service in all situations. This includes communicating current network threats and proper IT security protocol to staff.
Perform regular PC and Macintosh Configuration while occasionally working on Unix or Linux systems, installation, and imaging throughout all of the USF College of Engineering in the instances where USF Information Technologies does not support the activity. Basic maintenance of ticketing database software which currently runs in a Unix environment. Performs miscellaneous information technology support duties as required to meet the needs of the unit. Trouble shoot basic networking, login errors, configuration of specialized drivers for analytical tools. Minor component troubleshooting such as identification of hard disk failure, power supply failure, and overheating. Must be familiar with proper backup procedures and advise computing users as to data best practices.
Works closely with peers in the USF Information Technologies and Research Computing units to insure the major software tools used by faculty, staff and students are configured, licensed and implemented on University supported systems.
Other duties as assigned by management. Examples: Working on and with faculty, Staff, and students in 3D printing technology tools, milling machine interface, etc.
POSITION QUALIFICATIONS:
MINIMUM:
Bachelor's degree in Computer Science, MIS or other field involving software and analytical training and one year of IT related work experience; or a Bachelor's degree with no specific required field and two years of IT related work experience, OR a Master's degree and one year of IT related work experience, OR a combination of five years of IT related work experience and validated training.  Preparation for a relevant IT certification is considered to be related training.
PREFERRED:
Industry certifications in the following subject area: Microsoft, Cisco, Network+, A+, Dell and/or Apple. Four years’ experience in an Information Systems support environment. Experience as a team lead in a technical support team. Working experience with workstation imaging and deployment. Certified soldering or circuit troubleshooting specialist. Familiarity or experience of machining parts, fabrication, lathe, milling, cutting, drilling, tapping, welding.
USF Tampa
Information for Applicants
This position is subject to a Level #1 criminal background check.
Posting Date: 07/29/2021
Posting End Date: 08/12/2021
How To Apply
Click on the Apply Now button.  When applying to an opening you will have the opportunity to upload a cover letter and resume.
Apply online by completing the required information and attaching your cover letter and resume. Please include your experience as it relates to the qualifications stated above.  YOUR COVER LETTER AND RESUME, PLUS ANY OTHER REQUESTED MATERIAL, MUST BE IN ONE ATTACHMENT. Only online applications are accepted for this position.
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Equal Employment Opportunity
USF is an equal opportunity, equal access academic institution that embraces diversity in the workplace.
Work Location
Campus map and location overview: USF - Tampa Campus
About USF
The University of South Florida System is a high-impact, global research system dedicated to student success.  The USF System includes three institutions:  USF; USF St. Petersburg; and USF Sarasota-Manatee.  The institutions are separately accredited by the Commission on Colleges of the Southern Association of Colleges and Schools.  All institutions have distinct missions and their own detailed strategic plans.  Serving over 48,000 students, the USF System has an annual budget of $1.6 billion and an annual economic impact of $4.4 billion.  USF is a member of the American Athletic Conference.
Working at USF
With more than 16,000 employees in the USF System, the University of South Florida is one of the largest employers in the Tampa Bay region.  At USF you will find opportunities to excel in a rich academic environment that fosters the development and advancement of our employees.  We believe in creating a talented, engaged and driven workforce through on-going development and career opportunities.  We also offer a first class benefit package that includes medical, dental and life insurance plans, retirement plan options, tuition program and generous leave programs and more.
To learn more about working at USF please visit: Work Here. Learn Here. Grow Here .
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