"Alerted.org

Job Description:

Position Summary:

This position is responsible for delivering a high-quality support experience to staff, faculty, and students who engage with the Site Support Team. The Senior Analyst will allocate approximately 70% of their time to desktop support, 20% to quality improvement initiatives and IT projects that enhance services at assigned campuses, and 10% to Help Desk call support. Flexibility to provide evening or weekend on-site support with advance notice is required.

Reporting to the Director of IT Services, this role also involves planning, coordinating, and overseeing the work of Jr. IT Support Analysts. Occasional travel—at least once annually—to our Washington, D.C. or Plano, TX campuses is expected to support on-site IT needs.

Responsibilities include, but are not limited to:

+ Deliver exceptional customer service by leveraging technical expertise, analytical thinking, and strong communication skills to accurately assess client needs and offer effective solutions.

+ Ability to work flexible shifts and peak periods including, but not limited to the beginning of each semester and service launch dates.

+ Skilled in meeting deadlines, managing multiple priorities, and navigating sensitive or high-pressure situations with professionalism and efficiency.

+ Must be available to serve as an escalation point for the Help Desk during or outside of regular campus business hours, and be prepared to support faculty, staff, and students as needed.

+ Serve as an educator and coach to support college staff, faculty, and students in effectively adopting and utilizing core institutional technologies.

+ Actively contribute to the development and implementation of training materials and programs that promote the roll-out and use of technology.

+ Monitor and report on daily activity within the ticketing system, and oversee the campus team’s assigned support queue

+ Work closely with corporate office to establish workstation standardization and automation.

+ Monitor customer satisfaction feedback to ensure quality concerns, complaints, and training needs are promptly addressed. Proactively resolve service-related issues and escalate unresolved matters to the Director of IT Services.

+ Drive Site Support team performance, efficiency, and quality of work through coaching, problem solving, workload management, training and oversight. Including researching new technologies and implementing them throughout the campus.

+ Ensure that Site Support team practices are consistently aligned with established policies and procedures. Suggest improvements to these on a regular basis with the goal of improving service levels.

+ Coordinate with Site Support staff on schedules to ensure coverage levels are met.

+ Ensure leadership is aware of current outages, issues, escalations or concerns by providing end-of day reports.

+ Participate in special projects and other duties as assigned.

+ Enforce and promote the following: Teamwork, Respect, Integrity, Innovation and Customer Focus.

+ Maintain and promote professional and upbeat atmosphere.

Position Qualifications

+ Excellent troubleshooting and critical thinking skills.

+ Excellent interpersonal, verbal and written communication skills.

+ Experience supporting audio-visual technology.

+ Possess strong knowledge of networking fundamentals and identity and access management (IAM) tools.

+ Proficiency with a variety of operating systems and software including Windows 11, Microsoft 365, Zendesk, and Zoom.

+ Experience producing report and technical documentation is preferred.

+ Experience working in Higher Education is preferred.

+ Bachelor’s degree or equivalent job experience required.

+ 4-6 years of experience providing desktop/call center support.

+ CompTIA A+, Network+, or Google IT Support certification is preferred.

Physical Requirements:

+ Ability to sit and work at a computer for extended periods of time.

+ Potential for climbing, stooping, bending, and/or kneeling.

+ Ability to lift and carry up to 50 lbs.

Compensation & Benefits

This opportunity is budgeted at $60,000 - 70,000 base compensation. Additional compensation factors may impact total compensation. To learn more about our competitive benefits and additional rewards, including generous paid time-off, medical and dental insurance coverage, life and disability insurance, retirement plan with employer contribution, multiple flexible spending accounts, tuition reimbursement, click the link below.

https://www.tcsedsystem.edu/careers/

The Community Solution is an Equal Opportunity Employer.