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Technical Support Analyst

2 months ago

Bakersfield, California, United States InsideHigherEd Full time

IT Support Specialist
InsideHigherEd

Salary: $5, $7,833.24 Monthly

Job Type:

Location: Remote

Department: Information Technology Services

Overview


Under the supervision of the designated manager, provide assistance in maintaining the Systems Infrastructure across the organization, which includes Servers, Operating Systems, Virtualization, Enterprise Storage (SANs), Backup and Recovery Systems, and Microsoft Technologies such as Active Directory and the Microsoft 365 suite.

Install and support desktop computers, laptops, software applications, printers, and related technology for Faculty, Staff, and Administrators through in-person support, telephone assistance, or remote access tools.

Act as a liaison between the Managed Tier-1 Support Provider and various IT support teams within the organization.

Key Responsibilities:


Assist in the research, installation, and maintenance of backend IT Systems Administration services essential for functions such as Device Management, Device Security, Software Patching, and Software Deployment.

Evaluate and provide feedback on Systems Administration support processes and tools.
Support the Systems Infrastructure organization-wide.

Utilize Active Directory features such as group policies, printer resources, shared directories, and groups to effectively assist end-users.

Facilitate Cross-Training and Knowledge Transfer to IT staff regarding Life Cycle management for end-user devices (Workstations, Laptops, Tablets, etc.).

Coordinate and/or lead organization-wide IT working groups focused on Tech Support or Systems Infrastructure initiatives, including standardizing and implementing best practices for patching end-user devices.

Collaborate across all IT departments to provide support for faculty, staff, and administrators, ensuring timely resolution or escalation of IT issues to appropriate support staff.

Create, update, track, and resolve cases in the IT Help Desk tracking system for all IT-related issues and training requests from end-users.

Assist in developing and promoting self-help resources such as Knowledge Base articles, online training materials, and user documentation for students, faculty, and staff, as well as IT personnel and Help Desk agents.

Maintain records and documentation for asset management and hardware replacement planning.
Track and update inventory of software licenses.
Prioritize and fulfill individual and group requests for hardware or software modifications.

Provide hands-on training to users on hardware and software usage, ensuring they are informed about available resources and how to access IT support.

Manage end-user inquiries regarding hardware and software pricing and quotations.
Assist with software installation, patch management, and inventory oversight. Engage in professional development opportunities to remain current with necessary job skills and knowledge.
Perform related duties as assigned.

Minimum Qualifications

Any combination of education and experience equivalent to:


Associate degree in computer science, management information systems, or a related field, along with 2 years of progressively responsible experience in workstation, server, local-area networking, and server application support.


OR


High school diploma, GED, or equivalent certificate of competency and four years of relevant work experience as described in the responsibilities section.

Knowledge and Skills

KNOWLEDGE OF:
Modern enterprise-level Information Technology Systems and processes.
Microsoft Technologies including Active Directory (e.g., Group Policy, User Management) and Microsoft 365 Cloud Services.
Virtualization technologies (e.g., VMWare, Windows HyperV).
Networking principles (Wired, Wireless, TCP/IP).
Backup and Recovery solutions and practices.
Workstations, Servers, Switches, Laptops, Printers, Copiers, Mobile devices, and related peripherals.
Common client operating systems (e.g., Windows, MacOS).
Common software applications (e.g., Microsoft Office, Adobe, Internet Browsers).
Client Security software and techniques.
Capabilities, characteristics, and limitations of computer and related equipment.

ABILITY TO:


Perform a variety of technical duties in the implementation, operation, maintenance, repair, and diagnosis of computers, networks, and server applications.

Install, maintain, and support various software packages.
Read, comprehend, and apply general instructions and technical documentation.
Train or assist users in utilizing technology.
Work independently with minimal supervision.
Collaborate effectively across various IT and non-IT teams.
Understand and follow oral and written instructions.
Communicate effectively both orally and in writing.
Establish and maintain cooperative and effective working relationships with others.
Set, prioritize, manage, and meet realistic deadlines in a high-pressure environment.

SALARY RANGE: $5, $7,833.24 monthly

Maximum Entry Level Salary:
$5,824.45 monthly

SPECIAL INSTRUCTIONS


Application Process: Complete application packets will be accepted until the position is filled. The organization reserves the right to extend time limits or reinitiate the recruitment/selection process at any point.




Completed application packet must include:

Completed Online Application for Employment formCurrent resumeLetter of interest (Cover Letter)Copy of legible transcripts List of five (5) professional references - Listed on application form It is the applicant's responsibility to redact (or remove) any personal information from all documents prior to uploading. This includes Social Security Numbers, Date of Birth, and any photos of the applicant.





Foreign Degree:

Applicants with foreign degrees from colleges or universities outside of the United States must have their coursework evaluated by a professional association that is a member of the National Association of Credential Evaluation Services (NACES) or Academic Credentials Evaluation Institute, INC. (ACEI). A copy of the evaluation must be submitted with your online application.

Applicants who require reasonable accommodation to participate in the selection process should contact Human Resources to make the necessary arrangements.


EEO Plan



Note:
 The organization is strongly committed to achieving staff diversity and the principles of equal employment opportunity. The organization encourages a diverse pool of applicants and does not discriminate on the basis of national origin, religion, age, gender, gender identity, gender expression, race or ethnicity, color, medical condition, genetic information, ancestry, sexual orientation, marital status, physical or mental disability, pregnancy, or because he/she is perceived to have one or more of the foregoing characteristics, or based on association with a person or group with one or more of these actual or perceived characteristics or any other characteristic protected by federal, state or local law, in any of its policies, procedures or practices. Discrimination Free Work Environment



The organization does not provide sponsorship for authorization to work in the United States. Work authorization should be established at the time of application submission.

All applicants must apply online at Emails will not be accepted.