Tech Support Analyst II
Tech Support Analyst II
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Job Description
JOB OVERVIEW
Provide Tier 1 educational technology support to students faculty and staff. Responsibilities also include system configuration and testing creation of internal and external end-user support documentation and training.
ESSENTIAL DUTIES AND RESPONSIBILITIES
- Respond to incoming requests for technical support related to the student information system the learning management system and the Education CRM.
- Provide superior customer service when responding to inquiries on the phone in writing by email text message and/or in person.
- Effectively troubleshoot replicate and resolve intermediate end-user issues.
- Escalate technical issues outside your skillset to other technical team members or IT department and route to the appropriate team member.
- Review and monitor service-ticket boards and ensure tickets are assigned to the appropriate resource.
- Record resolution in the service-ticket system.
- Perform functional system configuration and set- up to maintain the student information system.
- Coordinate testing activities related to system updates and changes.
- Create end-user support documentation.
- Recommend system changes or updates documentation and training.
- Train developing tech support analysts.
- Perform other duties as assigned.
TECHNICAL COMPETENCIES (Knowledge Skills & Abilities)
- Knowledge: Learning to apply functional knowledge in education processes and systems (CRM Student Information Systems Learning Management Systems).
- Proficient in MS Office (Excel Word PowerPoint);
- Language skills: ability to read comprehend and follow standard procedures or instruction in local language (proficiency in reading writing and speaking in English).
- Communication skills: ability to communicate complex info in a simplified and clear manner. Understands and uses communication / email etiquette. Ability to project a professional image in person over the phone and in writing. Possesses quality voice skills speaks well and can be clearly understood via telephone and in person.
- Interpersonal skills: ability to create positive interactions with colleagues team and management; actively communicates with others in a timely & professional manner; maintains a collaborative working relationship with others to improve performance.
- Teamwork: Interface well with others knows who to go to and how to communicate issues/needs.
- Problem solving: identifies potential problems articulates / classifies issues and is able to determine next steps; applies sound analytical and reasoning skills during the problem-solving process; analyzes the data gathered and reaches a solution or provides a summary for a management decision when needed.
- Time management / organizational skills: Manages time and priorities appropriately - approaches work in an organized and systematic manner.
- Flexibility: able to adapt to change; able to multi-task while maintaining attention to detail.
- Personal accountability: Demonstrated ability to meet and exceed organizational goals in a fast-paced environment; continually improves performance; takes personal accountability for decisions actions & outcomes.
- Conflict resolution: able to settle differences in productive ways while minimizing disruptions both internally and externally.
- Maintains & fosters sensitivity and respect for cultural diversity.
- Exceptional customer service skills and positive attitude.
- Strong active listening skills.
- Commitment to student development and success.
- Effective advising coaching and mentoring of students.
- Capacity to work in a fast-paced environment and be a self-starter.
EDUCATION AND EXPERIENCE
- Associates degree or equivalent experience. Bachelors degree preferred.
- Three years related experience; or equivalent combination of education and experience required.
- One to Two years experience with the following Education software platforms is preferred:
- Jenzebar or experience with similar student information systems (SIS)
- Blackboard or experience with similar learning management systems (LMS)
- Atlassian Confluence or experience withsimilar knowledge management software products
PHYSICAL REQUIREMENTS / WORK ENVIRONMENT (if applicable)
- Work is performed in a designated professional office workstation and environment.
- Extensive use of office equipment to include computer calculator copier fax and other business related machines and software.
Pay Range: $28-$34 an hour
An Equal Opportunity Employer
All employment decisions are made without regard to unlawful considerations of race sex religion national origin age disability or any other legally protected status. Reasonable accommodations are available upon request.
Disclaimer: This job description indicates in general terms the type and level of work performed as well as the typical responsibilities of employees in this classification and it may be changed by management at any time. Other duties may also apply. Nothing in this job description changes the at-will employment relationship existing between the Company and its employees.
Required Experience:
IC
Employment Type
Full-Time
