Job Description

Job Summary
The Office of Information and Instructional Technology within the College of Veterinary Medicine at Auburn University is seeking customer service- focused candidates to fill two IT Support Technician positions with our Helpdesk team.

The work for these positions will range from generalist work to in depth technological support for the more narrowly defined field of Veterinary Medicine to include but not limited to consulting on routine technology solutions and technical support services to campus constituents to ensure timely problem resolution, system/data access, and optimal system performance. Provides support for desktop, mobile computing, and client/server technology to include, but not limited to, installing, and configuring computer hardware for clients, installing, and configuring software on computers, troubleshooting technology problems, and recommending hardware and software appropriate for its intended use.

The experienced individual may provide consulting on more involved and difficult technology solutions such as evaluating software packages for multiple departments and recommending the best application for the intended purpose or helping departments develop and implement a computer hardware life cycle replacement strategy. May oversee or provide direction to junior employees.

Formal AU title: Endpoint Support Analyst

Reasons You’ll Love Working at AUBURN:
Work/life balance is a priority!
Careers in Higher Education are reliably stable.
Competitive retirement plan and benefits.
Generous leave Paid parental leave.
Tuition assistance for yourself and dependents.
Being a part of the life-changing work and research, our students, faculty, and staff perform.

Auburn University is more than just an institution; it’s a vibrant community where real people come together to make a difference. Our commitment to students, employees, communities, and our world runs deep, and it’s reflected in every corner of our campus and beyond.

Life-Changing Impact: At Auburn, our work changes lives. Whether it’s groundbreaking research, innovative teaching, administrative operations or community outreach, every effort contributes to positive change. We’re not just clocking in; we’re making a lasting difference in the lives of others.

How We Support You: Auburn cares for its greatest assets—its employees. Generous benefits, educational opportunities, and a supportive work environment make it a place where you can thrive. From health insurance to retirement plans, we’ve got you covered. Learn more about how we support employees by visiting aub.ie/working-at-auburn

Come and Stay: The median length of employment for an Auburn employee is 10 years. That’s because Auburn invests in its people. We’re not a revolving door; we’re a family. The Auburn Family. We grow together, learn together, and build lasting relationships.

A Place for Everyone: We are committed to fostering an environment where everyone feels valued and respected, and we celebrate our unique perspectives, backgrounds, and experiences. When you work at Auburn, you’re a part of a rich tapestry of individuals who bring their authentic selves to the table to create a welcoming and engaging university community.
Essential Functions
Provides high-quality customer service through courteous and professional communication. Builds, supports, and maintains effective relationships with consistent follow-up and documentation.
Provides technical support to the university community to resolve moderately complex first- and second-tier desktop software, application, and communication issues in an efficient and timely manner. Thoroughly and accurately documents request history and routes advanced second- and third- tier requests to the appropriate technical personnel.
Provides timely resolution of problems or escalation on behalf of the client by maintaining strong working relationships with IT professionals in other areas.
Provides basic to moderately complex consultation, support, and instruction for clients.
Assists in the development of standard operating procedures and customer service guidelines.
May assist with hardware and software evaluation or testing as part of the development of new and ongoing initiatives by supported constituent groups.
Assists with the deployment of new applications, resources, and tools.
Perform other related duties as assigned by the supervisor.
May provide on-call support for designated systems or services.
Minimum Qualifications
Minimum Qualifications
Endpoint Associate (MA35)

Bachelor’s Degree and 0 years of Relevant IT experience. Or
Associate’s degree and 4 years of Relevant IT experience. Or
High School/GED and 8 years of Relevant IT experience in a service.

Endpoint Support Analyst (MA36)

Bachelor’s Degree and 3 years of Relevant IT experience . Or
Associate’s degree and 7 years of Relevant IT experience. Or
High School/GED And 11 years of Relevant IT experience in a service environment or university setting.
Minimum Skills, License, and Certifications
Minimum Skills and Abilities
Basic understanding of the business environment of a large university system including its policies, and its operating procedures.
General knowledge of information technology concepts and terminology, desktop OS and supported software applications, network fundamentals, IP protocol, and fundamental troubleshooting techniques.
Ability to troubleshoot and resolve issues with voice communications And Knowledge of desktop ticketing systems.
Excellent communication skills both written and verbal.
Proficiency with professional computer systems and office applications. MS Office, Apple iOS, Windows platforms.