The Technical Support Analyst will support the daily technical performance for customers across USU’s main campus and sites located throughout the state of Utah. Provide technical support to customers via telephone, email, in-person and other electronic means. Consult with customers to determine hardware, software or other functional computer specifications to meet the customers technology needs, including desktops, laptops, printers, handheld devices, and software. Maintain accurate documentation of support requests and actions taken to ensure timely and accurate issue resolution.

To comply with PCI Data Security Standards and regulations, this position is contingent upon the successful completion of a credit and background check.

• Support the daily technical performance for assigned Support Agreements (SA). Provide analysis, documentation, support and testing based on or related to a customer or technical specification. Work with a variety of customers across USU’s main campus and throughout USU’s Extension and Distance Education sites, providing desktop support and maintenance, while ensuring all computers meet device compliance requirements. Work proactively with customers to determine hardware, software and other technical needs. 
• Consult with clients to better understand their work and advise on what IT tools, platforms and processes could best support their business objectives. 
• A portion of an Analysts time will be devoted to customer support via the telephone. Each Analyst will have a designated telephone support schedule. 
• Document all customer service requests and interactions through the online ticketing system. 
• Create and update online support documentation utilizing the specified online tools, procedures and identify areas of improvement.
• Provide in-person on site support to clients.
• Provide friendly, accurate and dependable support to all customers while providing follow-up with customers to ensure their satisfaction with the services and solutions rendered.
• Create a positive, inviting work environment, creating a level of trust among colleagues.
• Build relationships of trust among team members, including all teams within Information Technology, and colleagues throughout the University.
• Adhere to the USU IT Core Competencies.
• Other duties as assigned.

Minimum Qualifications:

• Four years combination of experience/education including two years desktop support experience along with two years in a customer service environment (as part of the four years).
• This position is 100% in person. Not eligible for remote work.
• Due to the nature of this work, US Citizenship is required.

Preferred Qualifications:

• Professional hands-on experience supporting Windows, Macintosh and/or Linux based software and hardware.
• Experience supporting computer devices with enterprise device management systems such as Intune and Jamf.
• Bachelor’s degree in Business Information System (BIS), Computer Science (CS), or related field; or an Associate’s degree or certification plus 2 years of IT related work experience

Knowledge, Skills, and Abilities:

• Ability to be a positive team player while working in a team environment.
• Excellent customer service skills.
• Excellent communication skills both verbal and written.
• Ability to work with limited supervision.
• Excellent problem-solving skills.

Along with the online application, please attach:

1. Resume to be uploaded at the beginning of your application in the Candidate Profile under “Resume/CV” 

2. Cover letter to be typed/pasted at the end of your application 

**Document size may not exceed 10 MB.**

Employees work indoors and are protected from weather and/or contaminants, but not, necessarily, occasional temperature changes. The employee is regularly required to sit and often uses repetitive hand motions. This position requires moderate physical activity, including the handling of objects up to 25 pounds and/or standing or walking at times throughout the day.

Founded in 1888, Utah State University is Utah’s premier land-grant, public service university. As an R1 research institution, Utah State is dedicated to advancing knowledge and serving the public good through innovative research and scholarly activities that are grounded in reciprocal engagement with local, regional, and global communities. USU prepares students to be active, civically engaged leaders who are prepared to address critical societal challenges. Dedicated to providing a high-quality and affordable education, USU remains a leader in research, discovery, and public impact.

USU enrolls 28,900 students, both online and in person at locations throughout the state. Utah State’s 30 locations include a main campus in Logan, Utah, residential campuses in Price and Blanding, and six additional statewide campuses, along with education centers serving every county. USU Online educates students from all 50 states and 55 countries. For over 25 years, USU Extension has served and engaged Utahns in all of Utah’s counties.

Competing at the NCAA Division I level, USU is a proud member of the Mountain West Conference and will join the Pac-12 Conference beginning in the 2026-2027 season. The Aggies’ long-standing tradition of athletic and academic excellence is exemplified by conference championships in multiple sports, reflecting USU's commitment to perseverance and achievement.

Utah State is dedicated to fostering a community where all individuals feel respected, valued, and supported. We seek to recruit, hire, and retain people from all walks of life who will champion excellence in education, research, discovery, outreach, and service. We believe that promoting a strong sense of community and belonging empowers and engages all members of USU to thrive and be successful. Forbes recognized our commitment to employees when they named Utah State the best employer in Utah in 2023. Learn more about USU. 

The university provides a Dual Career Assistance Program to support careers for partners who are also seeking employment. Additionally, USU is committed to providing access and reasonable accommodations for individuals with disabilities. To request a reasonable accommodation for a disability, contact the university’s ADA Coordinator in the Office of Human Resources at (435) 797-0122 or hr@usu.edu. 

*updated 02/2025

In its programs and activities, including in admissions and employment, Utah State University does not discriminate or tolerate discrimination, including harassment, based on race, color, religion, sex, national origin, age, genetic information, sexual orientation, gender identity, disability, status as a protected veteran, or any other status protected by University policy, Title IX, or any other federal, state, or local law.

Utah State University is an equal opportunity employer and does not discriminate or tolerate discrimination including harassment in employment including in hiring, promotion, transfer, or termination based on race, color, religion, sex, national origin, age, genetic information, sexual orientation, gender identity, disability, status as a protected veteran, or any other status protected by University policy or any other federal, state, or local law.

Utah State University does not discriminate in its housing offerings and will treat all persons fairly and equally without regard to race, color, religion, sex, familial status, disability, national origin, source of income, sexual orientation, or gender identity. Additionally, the University endeavors to provide reasonable accommodations when necessary and to ensure equal access to qualified persons with disabilities.

In all circumstances, Utah State University follows state and federal laws related to sex-segregated spaces.

The following individuals have been designated to handle inquiries regarding the application of Title IX and its implementing regulations and/or USU’s non-discrimination policies:

For further information regarding non-discrimination, please visit crtix.usu.edu or contact:

U.S. Department of Education

Denver Regional Office

303-844-5695| OCR.Denver@ed.gov

U.S. Department of Education

Office of Assistant Secretary for Civil Rights

800-421-3481 |  OCR@ed.gov

*updated 06/2025