Technical Support Analyst
2 weeks ago
IT Support Specialist
InsideHigherEd
Salary: $5, $7,833.24 Monthly
Job Type:
Location: Remote
Department: Information Technology Services
Overview
Under the guidance of the designated supervisor, provide assistance in the management of Systems Infrastructure across the organization, including 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 maintain desktops, laptops, application software, printers, computer labs, 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 upkeep of backend IT Systems Administration services necessary for functions such as Device Management, Device Security, Software Patching, and Software Deployment.
Support the infrastructure across the organization.
Utilize Active Directory capabilities, including group policies, printer resources, shared directories, containers, 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 for Tech Support or Systems Infrastructure initiatives, focusing on 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 support personnel located throughout the organization.
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, including Knowledge Base articles, online training materials, and end-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.
Receive, prioritize, and fulfill requests for hardware or software changes.
Provide hands-on training to users on hardware and software usage, ensuring they are informed about available resources and how to obtain support for IT services.
Manage end-user inquiries regarding hardware and software pricing and quotes.Assist with software installation, patch management, and inventory oversight. Engage in professional development opportunities to stay current with necessary 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, combined with four years of relevant work experience as outlined in the responsibilities section.
KNOWLEDGE (USE, CONFIGURATION, INSTALLATION, TROUBLESHOOTING)
OF:
Modern enterprise-level Information Technology Systems and processes.
Microsoft Technologies including Active Directory (i.e., Group Policy, User Management, etc.) and Microsoft 365 Cloud Services
Virtualization technologies (i.e., VMWare, Windows HyperV)
Networking principles (Wired, Wireless, TCP/IP).
Backup and Recovery solutions and methodologies.
Workstations, Servers, Switches, Laptops, Printers, Copiers, Mobile devices, and related peripherals.
Common client operating systems (i.e., Windows, MacOS)
Common software applications (i.e., Microsoft Office, Adobe, Internet Browsers, etc.).
Client Security software and techniques.
Understanding of the capabilities, characteristics, and limitations of computer and related equipment.
ABILITY TO:
Execute a variety of technical tasks in the implementation, operation, maintenance, repair, and diagnosis of computers, networks, and campus server applications.
Read, comprehend, and apply general instructions and technical documentation.
Train or assist users in utilizing technology.
Work independently with minimal supervision.
Collaborate effectively across diverse IT and non-IT teams.
Understand and follow oral and written instructions.
Communicate effectively in both oral and written forms.
Establish and maintain cooperative and effective working relationships with colleagues.
Set, prioritize, manage, and meet realistic deadlines in a fast-paced environment.
SALARY RANGE: $5, $7,833.24 monthly
Maximum Entry Level Salary:
$5,824.45 monthly
SPECIAL INSTRUCTIONS
First Review of Applications: Complete application packets will be accepted until the position is filled; but those received by
April 30, 2024, are assured consideration. The College reserves the right to extend time limits or reinitiate the recruitment/selection process at any point.
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 on-line 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 District is strongly committed to achieving staff diversity and the principles of equal employment opportunity. The District 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 District 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.
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