Application Support Analyst I - Miami University in Oxford Ohio

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Miami University

Oxford, Ohio

United States

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Detailed Job Description

Job ID:  1509.  Unclassified - FT

Under specific direction, perform Tier 2 support for various software and hardware while being trained on how to perform Tier 3 support.


1.  Follow well-defined support procedures and run proven code/fixes with oversight.

2.  Learn procedures, contacts, etc. for handling service requests, incident resolution (both hardware and software), etc. for services.

3.  Participate in change management processes.

4.  Primary Tier 2 & Secondary Tier 3 support (both hardware and software) for Solution Delivery including consumers of apps, systems, and services.

5.  Follow established security best practices to identify/avoid application security vulnerabilities.

6.  Provide support and problem resolution of computer applications and related hardware.

7.  Prioritize support issues and work on multiple tickets concurrently.

8.  Actively promote a customer-oriented approach throughout IT Services.

9.  Perform other related duties as required or assigned.

10. May teach an approved one credit hour course per semester on an as needed basis and with division approval.

Minimum Qualifications

- Bachelor’s degree in Computer Science, Information Technology, or related field by date of hire


- Associate’s degree in Computer Science, Information Technology, or related field, by date of hire and 2 years of relevant experience


- Bachelor’s degree in an unrelated field by date of hire and 2 years of relevant experience


-4 years of relevant experience

Any equivalent combination of education and/or experience providing the knowledge/skills/abilities listed above may be substituted. Experience in these knowledge/skills/abilities may be earned concurrently.

Preferred Qualifications

  • Prior experience with technical troubleshooting approaches, tools and techniques, with the ability to anticipate, recognize and resolve technical hardware, software application or operational problems.
  • Prior experience with strategies, practices, and tools for resolving problems with installed software products.
  • Prior experience pertaining to enterprise systems in use in a higher education environment, e.g. Banner or other ERP, Sakai, Canvas or other learning management system
  • Prior service in an application support role in Higher education
  • Basic programming knowledge/skills (SQL, Java, Javascript, Web based)
  • Working knowledge of web application development, multiple current industry programming languages and client/server development
  • Strong organizational skills
  • Demonstrated ability to create and contribute to an inclusive work environment
  • Ability to prioritize assignments and work on multiple assignments concurrently
  • Strong customer service skills including the ability to constructively, diplomatically, patiently, and successfully handle customer complaints, problems, questions, conflict, and suggestions
  • Good oral and written communication skills including the ability to communicate technical information to a variety of audiences including end users and clients.
  • Ability to communicate with diplomacy
  • Ability and willingness to work independently or as part of a team, while embracing the team environment of IT Services
  • Ability and necessary knowledge to determine the cause of problems and generate solutions to those problems.
  • Ability to take the initiative and be proactive in all aspects of this position’s listed responsibilities.

Miami University, an equal opportunity/affirmative action employer with smoke- and tobacco-free campuses, is committed to a multicultural environment and strongly encourages applications from minorities, females, veterans and individuals with disabilities.

Keyword Phrases

  • Enterprise Information Systems
  • Application Support Analyst I
  • #1 Nationally for best teaching
  • Opportunities for growth and advancement
  • Inclusive, equitable working environment
  • Programming/Analyst
Employment Type:Administrative Staff
Degree Required: See Job Description
Experience: See Job Description
Level of Job: Analyst / Staff
Salary: See Job Description
Type of School:Research University
Application Requirements: CV/Resume
Cover Letter