Technical Support Analyst II

Technical Support Analyst II

Are you interested in building a career that makes a difference and creates a legacy? Parker University, the fourth-fastest growing college in Texas and the fastest-growing college in Dallas, is currently searching for a Technical Support Analyst II to join our rapidly expanding team! We are seeking individuals who desire to use their unique skills to innovate and make an impact.

WHAT YOU WILL BE DOING: 

The Technical Support Analyst II is primarily responsible for installing, supporting, and maintaining all faculty and staff computers and associated peripherals and software at Parker University. The Technical Support Analyst also provides advanced technical support to the entire University for information technology systems and services, via phone, email, remote access, and in person. The Technical Support Analyst II provides technical mentorship to the Technical Support Analyst I and Service Desk Analyst I & II positions and is a resource for service request escalations.  The Technical Support Analyst II will also assist the Manager of Client Services in making standards recommendations and providing system documentation.  The Technical Support Analyst II actively works to analyze problems related to hardware and software; recommends hardware and software purchases based on analysis of needs; direct users to appropriate information technology services teams for support, development and training; and communicates to their supervisor, end user issues and concerns. Work is performed under the supervision of the Manager of Client Services and performance is based upon completion of assignments and results obtained.  The performance evaluation is conducted through the performance evaluation system and in accordance with the University Policies & Procedures.

Responsibilities include, but are not limited to:

• Primarily responsible for the installation, maintenance, and support of all faculty & staff computers and associated peripherals and software

• Provides a high-level of expertise and technical support to the entire University on information technology systems and services via incoming calls, email, and in-person

• Trains, coaches, and mentors Service Desk staff and other Client Services staff.

• Act as an escalation point for advanced or difficult help requests from Service Desk Analyst I or Technical Support Analyst I.

• Manage activities of planning and installing computers and printers

• Assists in the development and deployment of software and standardized desktop images and tests software for compatibility with standardized systems at Parker according to Information Technology best practices

• Works with Manager of Client Services on projects

• Provides informal, hands-on training to users on the use of computers and software

• Develops and maintains current technical documentation and online help files

• Standardized software installation, including training and troubleshooting

• Manage end-user workstations and related hardware and software in order to deliver required desktop service level agreements

• Where required, administer and resolve issues with associated end-user workstation networking software products.

• Prepares, maintains, and upholds procedures for logging, reporting, and statistically monitoring desktop operations

• Adheres to procedures and policies to ensure the security and integrity of systems/networks.

• Performs other duties as assigned.

• May be required to work a flexible schedule, including nights, weekends and holidays.

WHAT YOU WILL NEED: 

EDUCATION/EXPERTISE:

• High school diploma 

• Professional technology and network systems certifications (A , Network , MCSA, MCSE)

• ITIL/HDI certifications preferred.

• Four year college degree majoring in Computer Science, Information Systems, or related field preferred

• Three years of job related work in computing and/or communications; higher education environment highly preferred

• Demonstrated progressive experience in a Service Desk or technical support team in a higher education environment highly preferred.

JOB REQUIREMENTS/SKILLS/ETC.:

• Excellent customer service and interpersonal skills

• Ability to represent the department and University in a friendly, courteous, and professional manner

• Ability to communicate effectively and professionally by phone, in person, and in writing

• Excellent time management skills

• Extensive application and desktop support experience.

• Familiarity with the advanced principles of ITIL and/or HDI.

• Ability to independently manage projects as assigned

• Self-motivated and directed

• Ability to effectively prioritize and execute tasks in a high-pressure environment

• Attention to detail

• Proven track record of developing and providing Desktop support deliverables.

• Strong problem solving, troubleshooting, and diagnostic skills

• Intermediate to advanced working knowledge of modern client operating systems (Microsoft Windows, OSX, Linux), networking, and communications systems and software

• Advanced working knowledge of computer hardware.

• Intermediate to advanced working knowledge of networking technologies to support desktop computing

• Ability to deal with ambiguity and fast-paced change

• Ability to follow instructions and apply learned knowledge/experience beyond available instructions

• Ability to establish and maintain effective work relationships with students, faculty, staff, and the public

• Ability to work independently and as part of a team

• Ability to identify trends and react appropriately

• Ability to present technical ideas and concepts in user-friendly language

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  EXPERIENCE WITH THE FOLLOWING HIGHLY PREFERRED:

• ITIL

• ServiceNow

• Crowdstrike Endpoint Protection

• Operating System and Software Deployment technologies (e.g. SCCM, PDQ Deploy)

• Active Directory

• Network Services (DNS, DHCP, NAT, VPN)

• Brightspace Learning Management System

• Jenzabar

• Client access control procedures

• Network Addressable Storage (NAS), Storage Area Network (SAN)

• Remote access protocols

• Server operating systems (e.g., Unix, Linux, Windows)

• Hours: requires a combination of 8am-5pm and 7am-4pm work weeks, plus some after hours, weekends, and special events. Hours subject to change.

PHYSICAL REQUIREMENTS:

• Visual acuity to use a keyboard and view a computer terminal.  Requires good hand-eye coordination, arm, hand and finger dexterity, including ability to grasp.  

• May require ordinary ambulatory skills sufficient to visit other locations; or the ability to stand and walk.  

• Ability to occasionally lift, carry and/or move light to medium weight up to twelve (50) pounds and/or exert up to twelve (50) pounds of force.  

• Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions. 

WHY PARKER?

Founded in 1982 by Dr. James William Parker, Parker University has more than 1,800 students and 34 academic programs. Parker University proudly offers its famed Doctor of Chiropractic degree and Business and Technology and Health Sciences programs.

Parker University has been recognized as a Great College to Work For and one of the 25 Fastest-Growing Colleges in the U.S.

Parker University offers competitive salaries, generous benefits, and the opportunity to engage with our unique campus community.

Qualifications