IT Support Analyst

Job Description:

Job Purpose:

The IT Support Analyst supports faculty staff and students by resolving technology issues providing end-user training and helping users adopt institutional technology effectively. This role supports workstations classrooms conference rooms audiovisual videoconferencing printing collaboration and endpoint technologies.

The IT Support Analyst works closely with Central IT and system/resource owners to resolve escalated incidents maintain high availability of technology resources and ensure classroom and conference room systems are operational orderly and ready for use.

Position responsibilities include but are not limited to:

• Provide customer-focused technical support to local and remote faculty staff students and other end users.
• Troubleshoot and resolve workstations classrooms conference rooms audiovisual printing wireless and collaboration technology issues.
• Support Windows 11 macOS Office 365 Microsoft Teams Zoom Active Directory Intune Azure Papercut Zendesk and supported A/V platforms.
• Support classroom and conference room technologies including Shure Utelogy Cisco Room Kits and related A/V equipment.
• Maintain high uptime of classroom and conference room systems through regular checks daily audits and proactive issue resolution.
• Document all support activity in the Zendesk ticketing system completely accurately and promptly.
• Follow the established incident management process and ensure escalated tickets include sufficient technical details for resolution.
• Respond to and fulfill service requests in alignment with Service Level Agreements.
• Provide coaching training and user guidance to help faculty staff and students adopt and use institutional technologies effectively.
• Contribute to the development and implementation of training materials and programs that support technology rollouts and user adoption.
• Collaborate with Central IT IT system owners resource owners and local site leadership to resolve issues and support technology initiatives.
• Participate in IT projects service launches campus events and other duties as assigned.
• Travel to other affiliate campuses and external events as needed to provide technology support.
• Provide technology setup troubleshooting and support for campus events affiliate locations and external events as required.
• Ability to work on the assigned schedule: Monday-Thursday: 10:30 AM-7:00 PM
• Alternating Fridays and Saturdays: 8:30 AM-4:00 PM
• Ability to work occasional long hours or extra workdays depending on project needs campus events service launches coverage needs or peak support periods.
• Ability to provide support during high-volume periods including but not limited to semester starts technology rollouts service launches and special events

Required Qualifications:

Knowledge and Skills

• Experience supporting end users in a professional academic or service-oriented environment.
• Experience troubleshooting Windows 11 and macOS workstations.
• Experience supporting Office 365 Outlook Microsoft Teams Zoom and multiple web browsers.
• Experience using Active Directory Intune and Azure for user account or device support.
• Experience supporting endpoint or device management through Intune.
• Experience documenting incidents and service requests in a ticketing system.
• Experience supporting Zendesk or a similar help desk ticketing platform.
• Experience in troubleshooting network printing wireless connectivity and basic client network issues.
• Experience supporting Papercut or similar print management systems.
• Experience supporting classroom conference room audiovisual or videoconferencing technologies.
• Experience supporting A/V platforms or hardware such as Shure Utelogy Cisco Room Kits or similar systems.
• Experience following incident management processes and escalating tickets with accurate technical documentation.

Education:

• Bachelors degree or equivalent professional experience defined as 4-6 years of relevant IT support desktop support help desk or technical support experience.

Experience:

• 4-6 years of experience providing desktop support IT support help desk support or technical support.

Working Conditions:

• Ability to lift and carry up to 25 lbs.
• Ability to bend kneel stoop twist reach or sit for extended periods.
• Ability to operate office equipment including phones computers printers classroom equipment conference room equipment and A/V equipment.
• Ability to work in office classroom conference room campus internal and external high-level stakeholder events and other event environments.

The Community Solution offers a generous compensation and benefits package as well as the opportunity to work for a leader in the field of education. 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.

Community Solution is an Equal Opportunity Employer.

Application Process

Please note the screening recruitment and selection process is managed by recruiting staff and hiring managers with the aid of artificial intelligence to evaluate candidates against job requirements. The artificial intelligence tool is a resource only and all employment decisions are made by staff members.

When you apply it is recommended you utilize the option to parse your resume into the application. To ensure your experience is accurately reflected please review and complete all application fieldseven if you auto-fill from your resume.

For the best results tailor your resume to the job description highlight key qualifications and skills and use clear consistent formatting. This helps our AI tools read and assess your application more effectively. We are committed to regularly monitoring the process for fairness and remove personally identifiable information during evaluation.