IT Support Analyst

2 months ago

Washington, Washington, D.C., United States The Community Solution Education System Full time

Job Description:

The Community Solution Education System is currently recruiting an IT Support Analyst for our member college The Chicago School. This role will be reporting to the Team Lead in Washington DC. The IT Support Analyst will be part of an onsite support team and work closely with the IT Department at The Community 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 position involves extensive proactive maintenance and repair of A/V equipment utilized across the network in classrooms, labs, and offices. In addition, the Support Analyst will be expected to provide needed support for specific events, including high profile events at the college. This role is 50% Help Desk and 50% Desktop Support during the normal work schedule, but 100% desktop support on the temporary schedule.

Work Schedule: Saturday, Sunday, Monday, and Tuesday from 8am-6pm

*Temporary work schedule. Start date until October 25th: Monday – Friday from 9am -5pm.

Work Location: On-Site th St NW, Washington DC) - remote work not available.

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. Maintain complete, accurate and timely records in the Service Desk ticketing system for all client support activities.


• Respond to and fulfill requests to meet Service Level Agreements.


• Participate in special projects and other duties as assigned.


• 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 the Windows Operating System, iOS, Android, Office365, Active Directory, Teams, Zoom, Outlook, and multiple browsers. Understanding of networking concepts and the ability to troubleshoot network printing and wireless client issues.


• Experience with audio visual technology; videoconferencing equipment.


• 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.


• At least 2 years of experience providing desktop and audio-visual support.


• CompTIA A+, Server+, or Security + certification preferred but not necessary.

Physical Requirements:


• Ability to sit and work on a computer for extended periods of time


• Potential for climbing, stooping, bending, and/or kneeling.


• Ability to lift and carry up to 50 lbs.

Compensation & BenefitsThis opportunity is budgeted at $55, ,000 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.

The Community Solution is an Equal Opportunity Employer.

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