Senior Technical Support Analyst

Senior Technical Support Analyst

SUMMARY: 

Serve as a primary contact for IT support and provide solutions for hardware, software, and network issues to ensure the technology infrastructure effectively supports its educational mission. This includes troubleshooting, diagnostics, and maintenance of desktop computers, laptops, and related peripherals; serve as a subject matter expert of PC operating systems (Windows, MacOS) and networking, with the ability to program and support Crestron media classroom installations. 

JOB RESPONSIBILITIES:

• Technical Support and Maintenance: Provide comprehensive support and maintenance for university-owned computing resources, including desktops, laptops, and peripherals. Troubleshoot software, hardware, and network issues, offering solutions in person and remotely.
• Crestron Media Classroom Support: Program and maintain Crestron media systems for classroom installations, ensuring seamless integration and functionality of multimedia teaching technologies.
• Project Management and Supervision: Oversee IT projects from initiation to completion. Supervise junior technical staff, offering guidance and mentorship to ensure high-quality technical support across the university.
• Customer Service Excellence: Respond promptly to technical assistance requests via various channels. Maintain and enhance customer service by ensuring effective communication and resolution of IT issues.
• Operational Improvement: Monitor, evaluate, and optimize IT processes and equipment. Recommend upgrades or replacements to enhance technology infrastructure.
• Training and Development: Develop and maintain operational procedures and troubleshooting guides. Participate in ongoing education to remain current with technology trends and best practices.
• Collaboration and Communication: Work closely with university departments and external vendors to deliver efficient IT services. Exhibit excellent written and verbal communication skills, ensuring clear and effective interaction with all university stakeholders.

INSTITUTIONAL ALIGNMENT:

• Demonstrates a commitment to the university’s purpose, mission, and affirms its Guiding Principles as a Christ-First (evangelical) institution. Lives a life consistent with and not contrary to the biblical values found in the Employee Handbook. In addition, he or she will be an active member (or attender) of a local church. Cultivates a Christ-First, grace-filled university community where members of all races and ethnicities are recognized, loved, and respected.

Qualifications

JOB FACTORS AND REQUIREMENTS:

• Bachelor’s degree in Computer Science, Business, or related field. Advanced degrees or certifications in IT (e.g. Crestron programming), strongly preferred.
• 3 years’ experience in technical support, with proven expertise in troubleshooting and IT project management.
• Strong analytical abilities, proficiency in Windows and MacOS, and experience with Crestron media systems are preferred.
• Interpersonal skills must allow this individual to function professionally and wisely during difficult conversations, while under stress, and while managing challenging situations.
• Must have excellent integrity, verbal, and written communication skills with successful experience interfacing across all levels.
• Must be detail oriented.
• Must be able to handle multiple tasks and work well in pressure situations.