Technical Support Analyst l

Technical Support Analyst l - North Campus

Essential Job Functions:

• Provide first level response for onsite computing environment and peripheral issues as outlined in the ITS service level agreement.
• Provide first level and if assigned, second level response for technical issues related to audio visual equipment as outlined in the ITS service level agreement.
• Provide exceptional customer assistance in ITS Service Desks during assigned shifts as outlined in the ITS service level agreement.
• Provide technical support for computers and AV equipment in classrooms and labs as requested. Includes preventative maintenance of facilities and equipment as assigned during certain time frames.
• Provide technical support and coordinate between departments for special events.
• Escalate issues which won't be resolved within the Service Level Agreement to the Supervisor, Campus Support.
• Participate in continuous improvement techniques to improve efficiency and service to customers.
• Support development efforts by participating in assigned training, committees or focus groups.

Additional Job Functions:

• Attend committees or focus groups.
• Attend Training.
• Other duties as assigned.

Knowledge, Skills and Abilities:

• Balance between customer service, technical skills and an ability to interact with customers at any level within the organization required.
• Knowledge of issue tracking and ticketing software required.
• Knowledge of audio equipment troubleshooting required.
• Basic knowledge of computer troubleshooting required.
• Knowledge of typical IT service delivery including software delivery, enterprise applications, infrastructure services and help desk services required.
• Must be highly organized and possess excellent verbal communication and documentation skills.
• Strong listening skills required.
• Strong problem-solving skills required.
• Must be proficient in Microsoft Office 365.
• Must be able to work weekends.
• Must be able to travel between campuses and extension centers.

Required Education:

• High school diploma/GED from an accredited institution.

Required Experience:

• One + years of related work experience or equivalent, such as completion of 18 credit hours towards a degree in IT/Computer Science from an accredited institution.

Preferred Experience:

• Experience in Higher Education preferred.
• Banner SIS experience preferred.

Preferred Licenses/Certifications:

• Industry certifications for audio visual and computer support preferred.
• ITIL foundations certification preferred.

NOTE: The duties of this position require a physical presence at the assigned on-site work location during unrestricted operations with very limited or no opportunity for remote work arrangements.

Salary Grade: 108

Salary is based on the Board-approved salary schedule for the current fiscal year. See Salary Schedule

Requisition Number: req5750

Posting Close Date: 6/20/2025