IT Support Analyst

Title IT Support Analyst
Department Name Instructional and Information Technology Services (IITS)
Supervisor Director of Computing Services
Non-Exempt Intermittent Supervision

Special Requirements and Conditions

None


Items Used

Computers, servers, peripheral devices, printers, scanners, copiers, and telephone.

Position Purpose

Assists users experiencing computer/IT problems. Provides computer support to end users for business related applications. Communicates effectively to convey technical information. Prioritization and escalation skills are essential to ensure timely resolution. Documents, tracks, and monitors problems and outages using helpdesk system, contributing vital knowledge-base data for statistical study and development of solutions. Interacts with all campus-based teams and departments.



Essential Function % Time

IT User Support

70

  • Works directly with customers to provide services and help resolve computing issues. Issues may include password resets, email issues, etc.
  • Assures users are provided efficient and timely support. Uses technical knowledge to identify prompt solutions to ensure customer satisfaction and minimize downtime.
  • Receives requests for IT assistance from company employees through ticket system software. Collects detailed information to categorize request to determine method of resolution.
  • Communicates effectively with administration, faculty, staff and students.
  • Applies knowledge of standard concepts, practices, and procedures. Maintains up-to-date knowledge of current policies, procedures, and regulations.
  • Provides direct support to essential educational systems such as student information system (SIS), learning management system (LMS), etc..
  • Performs other related tasks as requested or assigned.
Essential Function % Time

IT Infrastructure Support

30

  • Performs the installation and configuration of computers and/or other related equipment and devices. Connects machines to Active Directory/network and provides upgrades, patches as well as troubleshooting.
  • Creates and maintains documentation for hosted and on-premise IT infrastructure.
  • Performs diagnosis and troubleshooting for educational systems issues, providing solutions within area of responsibility, and/or through consulting with vendors.
  • Updates company website based on requests from the marketing team. Includes programming in web languages such as HTML/CSS/Javascript.
  • Assists with managing data transfers between systems. Collaborates with supervisor and/or vendor to establish and implement best data transfer approach approach.
  • Edits and uploads instructional content to Learning Management System (Canvas) and Lecture Streaming System (Panopto).
  • Performs other related duties as assigned.


Minimum Requirements

  • Obtained or in pursuit of a Bachelor's degree in computer sciences or information technology, or related field; or an equivalent combination of education and experience, and the knowledge and abilities essential to the successful performance of the duties assigned to the position.
  • Familiarity with web languages such as HTML, CSS and Javascript. Some knowledge of APIs
  • Exceptional troubleshooting skills by using effective, investigative methods and by using help desk troubleshooting tools.
  • Practical knowledge of, or experience using various instructional or teaching applications and software. Desire and aptitude to learn information technology support functions and processes.
  • Demonstrated skill in effectively using a computer and applications such as Microsoft Office (Outlook, Word, Excel, Access, and Power Point. Knowledge of, or experience working in web or cloud-based business environments.
  • Demonstrated ability to interact professionally with diverse groups. Excellent oral and written communication skills to communicate and interact effectively with colleagues, faculty, students.
  • Demonstrated skill in interpreting policy and procedures related to the position and keeping others informed.
  • Skills in organizing resources. Must effectively prioritize assignments to complete work in a timely and accurate manner under pressure of deadlines, and with frequent interruptions and competing priorities.
  • Ability to sit or stand for variable periods of time. Use computer, keyboard, and other means of system interface; stand, walk, bend, reach, intermittently throughout the day. Ability to work in a typical office environment with minimum exposure to changes in noise and temperature.
  • Must successfully complete and pass a pre-employment drug screen/physical and background check through the Department of Justice.


Preferred Qualifications

  • Two years experience programming websites and updating pages based on provided content.
  • Familiarity with data transfer implementations.
  • Familiarity of the Family Educational Rights and Privacy Act (FERPA) (20 U.S.C.  1232g; 34 CFR Part 99). This law applies to all schools that receive funds under an applicable program of the U.S. Department of Education.


To apply for an open position, please download and complete CUSM Employment Application. Please type in your signature and email your completed application to HR@calmedu.org with your cover letter and resume or curriculum vitae.