Senior Technical Support Analyst

2 weeks ago


Joliet, Illinois, United States Joliet Junior College Full time

Position Title:

Technical Analyst II, Technology Support and Media Services

Job Overview:

As a Technical Analyst II within the Technology Support and Media Services (TSMS) department, you will play a crucial role in delivering superior technical assistance to faculty, staff, and students. This full-time position requires a proactive approach to managing technical issues while providing leadership to a dedicated team.

Key Responsibilities:
1. Deliver expert technical support and resolve hardware and software incidents efficiently.
2. Supervise and guide team members to ensure high-quality service delivery.
3. Oversee the lifecycle management of lab and multi-device replacements, including planning and user communication.
4. Collaborate with various departments to maintain seamless service operations.
5. Evaluate and propose new technological solutions, advocating for innovative advancements.
6. Ensure the operational effectiveness of technical equipment in your designated area.
7. Organize and manage virtual and hybrid meetings, events, and classes.
8. Assist in the creation and approval of technical documentation and scripts.
9. Maintain the asset management database through diligent data collection and organization.
10. Work alongside the network administrator to develop and test desktop and laptop images.
11. Supervise the procurement and management of hardware assets.
12. Provide comprehensive support akin to the Technical Analyst I role, including helpdesk operations and equipment troubleshooting.
13. Perform additional duties as assigned.

Minimum Qualifications:
1. Associate Degree in Computer Science or a related discipline (equivalent experience may be considered).
2. A+ Certification.
3. Five years of experience in computer support.
4. Strong organizational and writing skills for effective data entry.
5. Excellent communication and customer service abilities.
6. Ability to foster collaborative relationships within the college community, demonstrating cultural competence and emotional intelligence.
7. Commitment to the college's core values of respect, inclusion, sustainability, integrity, collaboration, and innovation.

Preferred Qualifications:
1. Experience in management and leadership training.
2. PMI certification.
3. Apple certification.
4. Proficiency in English and Spanish, both verbal and written.
5. Demonstrated multicultural competence.

Work Schedule:
1. 40 hours per week.
2. Shift start time based on seniority.

Physical Requirements:
1. Ability to lift and move items weighing up to 50 pounds.
2. Requires physical activities such as bending, stooping, and ladder use.
3. Employees should be prepared to walk considerable distances within an 8-hour shift.

Working Environment:
1. Primarily indoor duties, with occasional outdoor tasks.
2. Some travel may be required, with expenses reimbursed according to college policies.

Employment Type:

Full time

Union Status:

TOSSC

Scheduled Hours:

40

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