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The Support Analyst provides a full range of technical assistance and troubleshooting to students, faculty, staff, applicants, parents, and other users of the University's systems and services. This includes ITS enterprise systems, accounts, and end user devices. Support and troubleshooting encompass ITS provided online learning technologies including, but not limited to, Blackboard, the University's online learning platform. Online learning support interactions include client access and course content related support as well as supporting real-time learning sessions through Blackboard Collaborate.

Additionally, the Support Analyst evaluates new systems and services, manages technical change by contributing to the system development lifecycle of ITS administrated systems, and provides supervision, including hiring, training, and day to day workflow, to student consultants employed within ITS.