It Support Analyst

Job Description:

The IT Support Analyst will report to the Site Support Manager or the Director of IT and work closely with Central IT at the TCS Education System. This position is responsible for helping faculty, staff and students make effective use of technology. This is done by responding to end user problems and performing proactive outreach and training. The IT Support Analyst role is expected to exhibit stewardship of the technology resources at their site ensuring that all technology is operational and orderly. The IT Support Analyst is expected to work with IT systems and resource owners to resolve escalated tickets.

Position responsibilities include, but are not limited to:

• Provide excellent customer service while using technical, analytical and communication skills to accurately identify client needs and provide effective solutions.
• Troubleshoot and resolve workstation and classroom technology problems.
• Act as educator and coach to help college staff, faculty and students adopt and use core institutional technologies effectively.
• Actively contribute to the development and implementation of training materials and programs that promote the roll-out and use of technology.
• Follow the established incident management process, ensuring escalated tickets have appropriate details for issue resolution.
• Maintain complete, accurate and timely records in the Help Desk ticketing system for all client support activities.
• Develop a mastery of classroom and conference room technologies.
• Maintain high up-time of classroom and conference room systems through daily audits.
• Respond to and fulfill requests to meet Service Level Agreements.
• Participate in special projects and other duties as assigned.

Position Requirements:

• Excellent troubleshooting and critical thinking skills.
• Excellent interpersonal, verbal and written communication skills with the ability to translate technical concepts into user-friendly English.
• Strong customer service skills: Patience, attentiveness and the ability to use positive language
• Proficiency with a variety of Windows operating systems and software including Office365, Outlook and multiple browsers.
• Proficiency with Macintosh operating systems and software including Safari and MS Office and Outlook for Macintosh
• Knowledge of networking concepts and the ability to troubleshoot network printing and wireless client issues.
• Experience with audio visual technology and videoconferencing systems.
• Ability to work in and foster a collaborative team environment

• Ability to work flexible shifts, which may include evenings and/or weekends and peak periods including, but not limited to the beginning of each semester and service launch dates.
• Excellent follow-through and attention to detail

Position Qualifications:

• Bachelor’s degree or equivalent job experience required
• 4-6 years of experience providing desktop support.
• MCSE or MCSA , or CompTIA certification preferred.

Physical Requirements:

• Must be able to lift and carry 25 lbs.
• Must be able to bend, kneel, stoop, twist, reach or sit for extended periods.
• Must be able to operate office equipment including phone, computer, A/V equipment

Compensation & BenefitsThis opportunity is budgeted at $66,560 - 75,00 base compensation. Additional compensation factors may impact total compensation. To learn more about our competitive benefits and additional rewards, including generous paid time-off, medical and dental insurance coverage, life and disability insurance, retirement plan with employer contribution, multiple flexible spending accounts, tuition reimbursement, click the link below.

https://www.tcsedsystem.edu/careers/

The Community Solution is an Equal Opportunity Employer.