Senior Support Analyst

2 weeks ago

Naperville, IL, United States Naperville Community Unit School District 203 Full time
Position Type:
Support Staff/Assistant/ Media Support Analyst

Date Posted:
10/10/2025

Location:
4 - Administrative Center - Technology
Job Title: Senior Support Analyst
Position Reports to (name and title) Manager of User Support
Exemption StatusNon-Exempt
Position Summary:
Provide information technology support, direction and leadership at a school or building level in all areas of technology used support digital teaching and learning. Maintain necessary subject matter expertise to function as second level support in all areas of technology relevant to instruction delivery and related building and campus infrastructure. Create tools, processes and documentation necessary to allow quick and easy access to technology and associated technology support processes needed to provide 'always on' access to programs, platforms and processes associated with borderless digital learning.

Perform team leadership roles as assigned for first level school or building Computer Support Associates.

Essential Duties
  • Provide advanced technical support to end-users via phone, email, and in-person interactions, resolving complex hardware, software, and network problems.
  • Serve as technology lead in root cause analysis. Diagnose and troubleshoot a wide range of technical issues, including operating systems (Windows, macOS), applications, network connectivity, printers, peripherals, and mobile devices. Create documentation and log solution for future reference.
  • Configure and install technology to support team, department and District initiatives. Provide support at school/building level for major rollout initiatives.
  • Ensure data transport and end point protection is in place and updated to provide a safe and secure computing environment at school/building level. Maintain an awareness of latest digital threats, malware approach/infection vectors and train staff in best practices to minimize risk of digital (malware) and social engineering threats to a secure computing environment.
  • Use Help Desk and all IT best practices to report, track and resolve all technology issues, incidents and failures.
  • Support problems that interfere with digital instruction delivery.
  • Update school/building leadership on larger D203 technology initiatives with specific information relating local concerns and/or opportunities.
  • Function in a matrixed reporting relationship with one or more IT Infrastructure Manager(s) to assist with project workload and escalate unresolved issues to Level III support or other appropriate teams in related technology activities.
  • Attend and/or develop and present training classes, write documentation, provide systems administration functions in platform and ecosystems as needed to ensure timely support and work request turn-around.
  • Provide primary D203 IT interface to school/building leadership as well as represent school/building needs in IT planning, support and implementation activities.
  • Provide leadership and direction to Computer Support Associates (CSAs) in planning, prioritization, and execution of day-to-day responsibilities at one or more schools
    • Supervise and mentor a team of Level I Technicians.
    • Assign tasks and monitor team performance.
    • Provide feedback to team members and input on performance reviews.
    • Develop and implement training programs for Level I Technicians. Provide technology product and process direction to school/building leadership, enter and track purchases in D203 IT Procurement System.
  • Act as subject matter experts for the various district applications.
    • Manage small to medium-sized projects within the User Support group.
    • Develop project plans, timelines, and budgets.
    • Track project progress and report to management.
    • Coordinate resources and ensure project deliverables are met.
  • Other Duties as assigned
Education and Experience
  • Bachelor's Degree or 4+ years of relevant technology support experience required.
  • Experience and certification in core Google and GAFE technologies strongly preferred
  • A+, N+, Apple, Google or Microsoft certification, or equivalent preferred
  • Working knowledge of technology support in a Pre K-12 education environment.
  • Experience with maintenance, repair and support of relevant technologies and devices
  • Able to effectively communicate complex situations or issues in simple terms when working with all levels of D203 staff and (when necessary) students that have varying levels of technical knowledge. Comfortable in training and presentation of new technology, best practices, etc.
  • Commitment to life-long learning in job-related skills.
Additional Information
  • Must be willing to work flexible hours.
  • Must have transportation (valid driver's license and a mode of transportation).

Starting Salary - $26.00 hourly or higher commensurate with equivalent work experience

Attachment(s):
  • 2025 BENEFIT GUIDE.pdf

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