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Technical Support Analyst

2 months ago

Union, Kentucky, United States Cincinnati State Full time
ANALYST

Overview

The role involves addressing the technical support requirements of the institution as outlined by the Programming Supervisor. Utilize the ITS ticketing system to manage support requests in a systematic and traceable manner. Engage with clients as needed and collaborate closely with the supervisor and colleagues to understand the standards and practices of current systems. Responsibilities include software development and the upkeep of the college's technical services and systems.

Responsibilities
  • Oversee the ITS ticketing system and address support inquiries
  • Diagnose issues with existing operational systems and applications
  • Gain cross-training from experienced staff members
  • Comply with all Service Level Agreements
  • Create support documentation for ITS personnel and end users
  • Develop technical documentation for assigned initiatives
  • Act as a business analyst to align business requirements with IT solutions
  • Provide updates on project management for assigned initiatives
  • Modify current systems for enhancements of varying scales
  • Design, test, implement, and sustain programs of varying scales
  • Serve as project manager for initiatives of varying scales
  • Execute all tasks listed above across multiple business sectors (Registrar, Admissions, Financial Aid, Human Resources, Finance, IT, etc.)
  • Perform additional duties as directed by the supervisor.
Assist in the execution of assigned projects under the guidance of the supervisor. Daily interactions with internal clients and other ITS personnel may be required.

Communication with software vendors may be necessary during troubleshooting or maintenance activities. Collaboration with programming teams at other educational institutions may be essential for comparative analysis.

Minimum Education & Experience
  • Bachelor's degree in computer science with 4 years of experience in software development, or an Associate's degree with 6 years of experience, or 8 years of experience in software development; must include experience with at least one of the following:
    • Ellucian Colleague
    • Unidata
    • Web Advisor or Student Self-Service
Familiarity with Microsoft Visual Studio and Microsoft SQL Server is advantageous but not mandatory.

Desirable Characteristics
  • Strong analytical skills
  • Attention to detail
  • Proficient communication abilities
  • Self-motivated and proactive
  • Capable of designing enterprise solutions
Details

Reports To: Chief Information Officer

Compensation: $75,000/yr.

Contract Affiliation: SEIU

Classification: Exempt

Status: Full-time

Benefits:

Cincinnati State offers employees high-quality and cost-effective benefits with a variety of options:
  • Medical Insurance (PPO- employer covers up to 92% of the premium, HDHP- employer covers 100% of the premium)
  • Dental Insurance (employer covers 100% of the premium)
  • Vision Insurance
  • NO WAITING PERIODS Medical, Vision and Dental benefits are effective from day one of employment
  • Flexible Spending Accounts and Health Savings Account (employer contributions)
  • Short-Term Disability: Offering 60% of your salary.
  • Life Insurance and AD&D Insurance (employer paid)
  • Supplemental Life Insurance, Critical Illness and Accident: Optional at employee expense
  • Pet Insurance
  • Employee Assistance Plan for employees, spouse and dependents
  • Tuition Waiver for employees, spouse and dependents
  • Tuition Reimbursement
  • Free parking
  • 10 annual paid holidays in addition to generous paid time off options including vacation, sick, personal leave, and winter season days.
  • Employees at Cincinnati State qualify for Public Service Loan Forgiveness
Retirement:

As a Cincinnati State employee, and an employee of an Ohio public institution, you will not contribute to the Federal Social Security system. Instead, our employees will contribute to a State Retirement Plan (SERS or STRS) or an Alternative Retirement Plan (ARP): 403B and/or Deferred Compensation Program 457 Plan.

EOE- Committed to Creating a Diverse and Inclusive Work Environment

Cincinnati State Technical and Community College, as well as its individual academic divisions, is committed to a policy of equal opportunity in all its activities and programs, including employment and promotion. It does not discriminate on the basis of race, color, national, or ethnic origin, citizenship status, religion, sex, sexual-orientation, age, physical disabilities, veteran or marital status.