REMOTE: Systems Support Analyst

Technology · Osage, Iowa
Department Technology
Employment Type FTE
Minimum Experience Experienced
Compensation Compensation is commensurate with education and experience. 

REMOTE: Systems Support Analyst | The Profession |


The Art of Education University (AOEU) is seeking a Systems Support Analyst to configure, install, and support all user-facing software and hardware in support of the University’s missions and goals.  AOEU is an online university with headquarters located in Osage, Iowa, and a distributed team located throughout the U.S.  In this role, you will serve as the face of our Technology department by supporting our staff and faculty with their hardware and software needs.  You will demonstrate your outstanding customer service and communication skills by displaying empathy and patience in addition to your amazing technical troubleshooting and problem-solving.


We are a 100% Mac shop and we use approximately 70 cloud-based applications including Google Workspace for Business, Brightspace, Hubspot, the Adobe Creative Cloud suite, ClickUp, Slack, and Zoom.  Our management tools include Jamf Pro, Jamf Protect, and JumpCloud.


Technology is an integral part of every aspect of AOEU’s work.  We believe our internal customers should look forward to working with and partnering with our Technology team members.  We have a tech-savvy workforce that enjoys pushing the boundaries; it’s our job to keep up with them and help guide them toward sustainable solutions that are the best fit for their needs.



Technology | What We Believe |


MISSION

We empower the AOEU team by implementing and supporting world-class technology services and solutions.


BELIEFS

  • People come first: we do not simply support the technology, we support the people using the technology.
  • Technology tools should be largely invisible and make it as easy as possible to get work done.
  • Technology solutions change with the business needs.
  • Technology tools can help connect us wherever we are.
  • Simpler solutions are usually better.


TECHNOLOGY TEAM MEMBERS 

  • Technology is only one of our many and diverse passions.
  • We are collaborative and empowering.
  • We create scalable solutions.
  • By helping others, we help ourselves.


The Art of Education University | Who We Are | 


MISSION 

Our mission is simple, driven, and inspiring: We grow amazing art teachers by providing rigorous, relevant, and engaging professional development at every stage of their career.


BELIEFS

AOEU is an innovative and fast-growing institution of higher education serving art teachers around the world. In 2019, we became the first homegrown graduate university in the state of Iowa in 50 years and the world’s first “university for life,” serving art educators throughout an entire lifetime of learning.


The Art of Education University serves tens of thousands of students, readers, and customers around the U.S. and in over 40 countries. Our Magazine is read more than 800,000 times each month, our events are attended by over 4,000 art educators annually, and we serve over 2,000 graduate students each year. 


CULTURE

Our culture is at the heart of our success as an institution.  We believe in a drama-free environment that upholds the ideals of Radical Candor©.  We believe that your success is our success.  You will always know where you stand and be challenged to grow and stretch yourself in ways you never imagined.


https://theartofeducation.edu/about/work-with-aoe/


LEARN MOREwww.theartofeducation.edu 



The Details | Systems Support Analyst | 


Essential Functions


Hardware and Software Support

  • Document and resolve hardware and software service tickets in a timely manner.
  • Create and regularly update application installers for deployment via Jamf Pro.
  • Evaluate and recommend new hardware and software possibilities, staying abreast of current technology and its relevance to the organization.


User Training and Documentation

  • Conduct and curate user training on software features, tips, tricks, and recommendations.
  • Develop and maintain application documentation, training material, and administrative policies.


Communication

  • Communicate effectively through email, Slack, Zoom, and other means.
  • Demonstrate active listening, patience, and empathy to help resolve technical issues.
  • Document issues and their resolutions clearly and completely.


Systems and Process Improvement

  • Recommend improvements to systems, products, or services in order to maintain or exceed customer expectations.
  • Monitor routine and critical processes and workflows and proactively identify problem trends.
  • Lead and contribute to technical projects to improve systems and processes.



Knowledge, Skills, and Abilities

  • Ability to abide by the AOEU Pillars: Adult Culture, Ownership, Pace and Change, Abundance Mentality, Lifelong Learner, Pro Business, Whole Person, Communication, and Truth Seeking.
  • Be comfortable with change in a rapidly growing environment.
  • Demonstrate a self-driven work ethic and ability to work successfully in a remote/from-home work environment.
  • Ability to quickly attain expert-level knowledge of new software.
  • Basic knowledge of information security best practices.
  • Strong analytical, critical thinking, and problem-solving skills.
  • Strong technical and troubleshooting skills.
  • Exceptional oral and written communication skills.
  • Strong time management skills.



Work Environment

The duties of this position are typical of those performed in a home office setting with normal ranges of temperature.  The majority of tasks will be performed while sitting at a desk.


PHYSICAL REQUIREMENTS


  • Position requires considerable concentration and focus throughout the day.
  • Ability to sit for extended periods of time
  • Ability to lift items such as laptops, monitors, and the like.
  • When traveling: 
    • The ability to lift or push your suitcase.
    • Ability to carry/lift up to 25-50 lbs of presentation materials for customers or for conference presentations, etc.


VISUAL & TACTILE REQUIREMENTS


  • Ability to view computer screens for significant periods of time.  The Art of Education University is an online university.  Therefore 95-98% of one’s time will be on or using technology.
  • Ability to use a laptop keyboard with accuracy.
  • Ability to hear at normal levels and through electronic devices such as laptops, earbuds, phones, and the like.

Position Requirements


EDUCATION & EXPERIENCE

  • Bachelor’s degree plus three years of experience or five years of experience.
  • Three years of experience in IT customer relationship management including planning, administering, and supporting IT resources.
  • Three years of experience troubleshooting and supporting Mac OS.
  • Experience with an MDM like Jamf Pro is preferred.


Compensation and Benefits


POSITION DETAILS


Structured as a full-time exempt, salaried position and reports directly to Scott Russell, Director of Technology.  Compensation is commensurate with education and experience.  Payroll is issued on a semi-monthly basis paid on the 15th and last day of the month.  


BENEFITS AVAILABLE 


Group healthcare plans are available.  The Art of Education University will contribute 100% for full-time health, dental, and vision, employee-only coverage.  Family coverage is available at an additional premium.


The Art of Education University offers participation, upon hire, of a 401K plan with up to a 4% match of employee contributions.


Appropriate and up-to-date technology is provided.


Unlimited self-managed PTO is offered to full-time members of AOEU.  Extended vacations must be pre-approved.  Flexibility exists so long as responsibilities are fulfilled and careful planning and communication are evident.



Timeline


THE PROCESS


Persons interested in applying should complete the application form linked below.  Applicants are required to submit a short 1-3 minute video explaining why they would like to be considered for the position and why they are uniquely qualified.  Failure to submit a video will automatically eliminate you from the application process.


Candidates who make it to Round 2 of the application process will be required to complete a packet for review, prior to their scheduled interview time.  


Finalists will have one final culture interview with a member of the Senior Leadership Team.


All applicants and candidates will be notified of the status of their application.


THE TIMELINE

  • Interested applicants should complete the application and upload a current resume by Friday, April 30, 2021. 
  • Candidates selected for an interview will be notified as applications are submitted.
  • Anticipated position start date: Monday, May 31,  2021


How to Apply | This Is Me | 

Apply here: https://theartofed.bamboohr.com/jobs/view.php?id=105


The Art of Education University is committed to providing equal employment opportunities for all employees and all applicants for employment. The Art of Education University will not discriminate against employees or applicants on the basis of actual or perceived age, race, color, national origin/ethnicity, ancestry, religion, sex, pregnancy (including childbirth, lactation, and related conditions), physical or mental disability, genetic information (including testing and characteristics), veteran status, uniformed service member status, or any other status protected by federal, state, or local laws. The Art of Education University is a participant of E-Verify.


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  • Location
    Osage, Iowa
  • Department
    Technology
  • Employment Type
    FTE
  • Minimum Experience
    Experienced
  • Compensation
    Compensation is commensurate with education and experience.