Systems Support Analyst (IT)

Job Description

The MIX Center at Mesa City Center is seeking a motivated and talented Systems Support Analyst Sr (IT) to join our team. This role provides IT support for users at the ASU MIX Center, working under the supervision of the Operations Director and the IT Senior of the Herberger Institute Information Technology Services. Key responsibilities will include providing expert support for IT tools and systems at the MIX Center, recommending and implementing technology solutions to enhance operations, acting as a lead service support analyst for IT operations of the Sidney Poitier New American Film School, delivering detailed instruction on IT equipment use and providing operational support, utilizing software applications to address specialized needs, communicating with customers, technology specialists, and vendors regarding services. The ideal candidate will have strong familiarity with commonly used film and media workflows, including both software applications and hardware used in the field. They should also demonstrate a proactive approach to improving processes, along with the ability to create, update, and maintain systems to optimize resource use.

Working Environment

• Activities are performed in an environmentally controlled office setting, with extended periods of sitting, standing, and walking.
• A full-time work schedule will be arranged with the supervisor, with occasional weekends or evenings required based on workload demands.
• Frequent physical demands may include stooping, bending, crawling under or around objects, reaching, lifting, and pushing objects of varying weights, up to 50 pounds.
• The position regularly requires working in cramped and enclosed areas, as well as exposure to variations in temperature when deploying equipment.
• Employees will receive regular reviews of completed tasks.
• This position may require operating an ASU motor vehicle.

Background Check Statement

ASU conducts pre-employment screening for all positions which includes a criminal background check, verification of work history, academic credentials, licenses, and certifications. Employment is contingent upon successful passing of the background check.

Minimum Qualifications

Bachelor's degree in Information Technology or closely related AND two (2) years providing desktop diagnostic and trouble-shooting support; OR, Any equivalent combination of experience and/or education from which comparable knowledge, skills and abilities have been achieved.

Department Statement

The Herberger Institute comprises six schools: ASU FIDM; the School of Art; the School of Arts, Media and Engineering; The Design School; The Sidney Poitier New American Film School; and the School of Music, Dance and Theatre; and two museums: ASU Art Museum and the ASU FIDM Museum. With programs ranked top 20 and more than 125 degree and certificate options in art, dance, design, fashion, film, media arts and sciences, and more, plus a top university art museum, a leading immersive media facility, and national and international partnerships, the Herberger Institute is a powerhouse of art, culture and design and a model of inclusive excellence.
Our mission is to position designers, artists, scholars and educators at the center of public life and prepare them to use their creative capacities to advance culture, build community and imaginatively address today's most pressing challenges.
The vision of the Herberger Institute is to advance the New American University by embedding designers, artists and arts-based inquiry at its core and throughout the communities it serves locally, nationally and internationally. With almost 9,000 students and more than 750 faculty members, the Herberger Institute is committed to redefining the 21st-century design and arts school.
As part of Arizona State University, the most innovative university in the nation, the Herberger Institute seeks to drive and scale new ways for arts and design to have impact in our world. We invite you to join our work.
Values:

• Creativity as a core 21st-century competency
• Design and the arts as critical resources for transforming our society
• Innovation, enterprise and entrepreneurship
• Interdisciplinary and transdisciplinary collaboration and research
• Social embeddedness
• Projecting all voices
• Excellence

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Why work @ASU - Total compensation at ASU is defined as more than the salary paid for the valuable work performed to support the success of our ASU students. It includes:

• Salary and wages paid
• Comprehensive package of affordable benefit plans and programs
• Access to world-class educational opportunities at deeply discounted rates
• ASU's total compensation estimator shows the approximate value of your overall compensation

ASU is a diverse enterprise with a wide variety of work and learning modes, locations and a commitment to sustainability, innovation and employee work-life balance. We are determined to maintain our position as an employer of choice in a competitive labor market.
Flexible work options

• Alternative work schedules can include four, 10-hour workdays in a workweek; a nine-day, 80-hour schedule over two workweeks for exempt employees only; and staggered start and stop times.
• Hybrid work is an arrangement where employees spend a minimum of 60% of their regular workweek at their primary ASU work location. Dean or vice president-level approval is required.

Desired Qualifications

• Knowledge of technical troubleshooting of cross platform; strong knowledge of utility functions to diagnose errors. Proactively identifies, develops and deploys solutions to improve effectiveness of technology delivered materials/information.
• Experience providing IT services, particularly in film or media production settings.
• Experience in installing, configuring, imaging, maintaining, and troubleshooting Windows 10, MacOS, and other operating systems.
• Experience with deployment systems and tools such as SCCM, JAMF, Active Directory, Group Policies, and TCP/IP networking.
• Experience with NDI, Dante, AVB, and/or other audio/video over network protocols.
• Experience in developing, deploying, and testing standardized images for production workflows.
• Knowledge of system encryption for laptops, desktops, and mobile devices using BitLocker and FileVault for MacOS.
• Familiarity with virtualization technologies, including VMware, Parallels, and VirtualBox.
• Knowledge of industry standard software, Adobe Creative Cloud, Pro Tools, Media Composer, Nuke, Filmlight Baselight and DaVinci Resolve.
• Ability to troubleshoot and resolve network issues, including connectivity problems, hardware malfunctions, and performance bottlenecks.
• Effective communication skills and experience providing customer service support to multiple clients.
• Experience in project management skills, including organizing tasks, scheduling, and prioritizing work based on production timelines.
• Knowledge of film and media production workflows, including pre-production, production, and post-production processes.
• Knowledge with AVID NEXIS systems
• Troubleshooting AV systems
• Understanding virtual and augmented reality environments
• Experience with current videoconferencing equipment and software.
• Adaptability to new technologies and a willingness to learn about emerging tools and practices in the media industry.
• Knowledge to resolve hardware and software problems; identify problem sources and methods of solution.
• Network Print Server Configuration Setup and Troubleshooting with JetAdmin; Configuring and using Outlook client in an Exchange environment; Troubleshooting TCP/IP Errors, ability to use NSLookup, IPConfig, NETStat; MCDST; PC Image Development and Testing; Basic Project Management (Organize and schedule tasks, prioritize); Creating and Writing Policies and Standards; Presenting in Groups and Training Staff; VPN Secure Connection configuration, Clientside Firewall, Clientside Proxy; MCP Certification.
• Experience in network print server configuration and troubleshooting, particularly with tools like JetAdmin, and be proficient in diagnosing TCP/IP errors using NSLookup, IPConfig, and NETStat.
• Experience in developing, deploying, and testing standardized PC and Mac images containing production software is essential.
• Knowledge of VPN configuration, client-side firewalls, and proxy settings is crucial for secure access to production systems.
• Evidence of relevant certifications, such as Avid ACSR, MCP and MCDST, are beneficial, as are basic project management skills to organize tasks and prioritize work based on production timelines.
• Experience in creation and implementation of IT policies and standards specific to film and media production are required.
• Effective presentation and training skills are necessary for conveying technical information and training staff on IT systems and production software.
• Experience in providing support for software like Adobe Creative Suite, Avid, DaVinci, Baselight,The Foundry, etc, while collaborating effectively with production teams to understand their technical needs.
• Adaptability to emerging technologies and familiarity with film and media production workflows, including pre-production and post-production processes, are important.
• Knowledge of industry-standard media formats is necessary.
• Experience in data management and backup solutions are essential for ensuring the security and availability of critical production assets.

ASU Statement

Arizona State University is a new model for American higher education, an unprecedented combination of academic excellence, entrepreneurial energy and broad access. This New American University is a single, unified institution comprising four differentiated campuses positively impacting the economic, social, cultural and environmental health of the communities it serves. Its research is inspired by real world application blurring the boundaries that traditionally separate academic disciplines. ASU serves more than 100,000 students in metropolitan Phoenix, Arizona, the nation's fifth largest city. ASU champions intellectual and cultural diversity, and welcomes students from all fifty states and more than one hundred nations across the globe.

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Arizona State University is a VEVRAA Federal Contractor and an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status, or any other basis protected by law.

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Essential Duties

• As the Systems Support Analyst Sr (IT), you will handle technical support requests for media and production workflows, ensuring timely issue resolution through detailed ticket updates.
• Your responsibilities will include but are not limited to configuring workstations, personal computers, and mobile devices, installing software, and establishing network connections that adhere to industry standards.
• You'll frequently develop and deploy standardized system images with production software to ensure consistent configurations across spaces.
• You will manage the hardware life cycle by removing outdated systems from the network, securely wiping data, and preparing devices for reuse.
• Hardware installation and replacement, including storage drives and peripherals, will be part of your role, ensuring minimal disruption to production workflows.
• Troubleshooting is critical, as you'll provide on-site and remote support for production software and hardware, resolving issues to maintain workflow continuity.
• This role involves deploying and relocating IT equipment for production environments, ensuring all systems are fully operational.
• You'll test software and updates before rollout to minimize disruptions.
• Additionally, you will assist users with film and media production applications, troubleshoot software errors, and reset systems as needed to maintain efficiency.
• You will also connect and configure various networked A/V equipment, storage systems, and perform regular tests to resolve any network issues.
• Our high-performance Avid Media Composer, Avid ProTools, DaVinci resolve, Filmlight Baselight, and The Foundry Nuke workstations will undergo acceptance testing and upgrading under your supervision to ensure they meet production needs.
• Network troubleshooting in high-bandwidth production environments will be a part of your duties, as well as collaborating with network teams to resolve connectivity issues.
• You'll also advise on hardware and software updates and purchases to meet the specific needs of production teams.
• Creating and maintaining technical documentation is essential for internal and external reference.
• When needed, you'll perform data recovery on failed storage media and manage specific production servers.
• Additionally, you may supervise student workers, overseeing their training and daily tasks to ensure they deliver effective technical support.

Fingerprint Check Statement

This position is considered safety/security sensitive and will include a fingerprint check. Employment is contingent upon successful passing of the fingerprint check.

Instructions to Apply

Application deadline is 3:00PM Arizona time on the date indicated.

Please include all employment information in month/year format (e.g., 6/88 to 8/94), job title, job duties and name of employer for each position.

Resume should clearly illustrate how prior knowledge and experience meets the Minimum and Desired qualifications of this position.

ASU does not pay for travel expenses associated with interviews, unless otherwise indicated.

Only electronic applications are accepted for this position.

IMPORTANT NOTE: What is the meaning of "equivalent combination" in the minimum qualifications? It means one year of higher education or 24 credit hours, is equal to one year of experience. For example, a four year Bachelor's degree is equal to four years of experience.