Technical Support Analyst

Job Title: Technical Support Analyst                      

Exemption Status:  Exempt

Reports to: Director – Technology Services        

Pay Grade: P3

Department: Technology                                           

Status: Full time

ROLE:

The role of the Technical Support Analyst is to provide day-to-day onsite and remote technical support to the local education agencies (LEAs), including but not limited to desktop hardware, software applications, operating systems, network connectivity, backup/recovery, network monitoring, network security, Internet filtering, and email systems. In addition, the Technical Support Analyst will provide consulting and planning for future network changes and upgrades. Must be customer service-oriented and proactive in anticipating and resolving problems while maximizing efficient use of computing resources. The Technical Support Analyst is directly responsible to the Coordinator – Network Operations

EDUCATION: 

• One-or two-year postsecondary diploma or three  years demonstrated relevant work experience

QUALIFICATIONS:

• Understanding of a wide variety of software and hardware protocols, including but not limited to server hardware; operating systems; SAN, TCP/IP, DNS, DHCP, VLANS, LAN/WAN infrastructure protocols/equipment (servers, routers, switches, firewalls, wireless devices, security, etc.)   
• Exceptional ability to prioritize and follow through
• Demonstrate problem-solving and communication skills with strong detail orientation and above-average interpersonal skills
• Ability to work independently within a team environment
• Willingness and ability to work after hours and provide on-call support
• Ability to manage stress and prioritize tasks effectively
• Demonstrate ability to learn new technologies and tools at a rapid pace and work effectively in a fast-paced environment
• Ability to act in a responsive and sensitive manner to all customer inquiries
• Voice, temperament, and emotions to constantly maintain good public relations with clients
• Positive attitude toward teaming with and helping other staff

GENERAL RESPONSIBILITIES:

• Assist with the technical aspects of compiling, analyzing, and/or interpreting data, such as student performance, in relation to state standards and program evaluation, to attain program excellence
• Keep abreast of new developments, current knowledge and techniques concerning computer networks and application software
• Acquire, develop, and demonstrate new skills by participating in professional growth activities
• Maintain open communication and confidentiality in accordance with the Texas Professional Standards of Ethics
• Exhibit a professional demeanor when communicating with clients, staff, and team members
• Collaborate with and accept direction from senior team members
• Perform other duties that may be assigned by the Executive Director or the Chief Technology Officer

SPECIFIC RESPONSIBILITIES:

• Provide network support of LAN and WAN
• Develop and update documentation of LAN, servers, and applications
• Provide best practice information for LAN, WAN, servers, and network management software
• Analyzing, troubleshooting and resolving system hardware, software and networking issues
• Assist with monitoring WAN circuits for reliability
• Provide support for administration of Internet content filtering and reporting
• Provide support of EDLINK18 applications
• Configuring, optimizing, fine-tuning and monitoring operating system software and servers
• Work with vendor support to resolve software and application issues; research, test, and implement solutions
• Analyzing and making recommendations for hardware and software standardization
• Assist with hardware systems upgrades, including replacements and upgrades to network infrastructure and other special projects
• Installing operating system software, patches and upgrades
• Provide LEA technology staff an orientation on how to use the systems provided by EDLINK18, an overview on the Internet Acceptable Use Policy, and other technology-related policies, procedures, and processes
• Research and share methods of improving efficiency in network management and administration
• Maintain records of remote equipment, including routers, switches, and servers
• Assist with planning regarding technology replacements and upgrades

JOB DEMANDS:

Tools/Equipment Used: Standard office equipment including personal computer and peripherals

Posture: Prolonged sitting; occasional bending/stooping, pushing/pulling, and twisting

Motion: Repetitive hand motions including frequent keyboarding and use of mouse; occasional reaching

Lifting: Must be physically able to tolerate walking and standing for extended periods of time, heavy lifting and carrying (up to 50 lbs.), squatting, stooping, bending, reaching, packing, loading and unloading

Environment: May work prolonged or irregular hours; occasional statewide travel and out-of-state travel; frequent and long driving

Mental Demands: Work with frequent interruptions, maintain emotional control under stress; discretion and confidentiality required.

Salary : $70,724 - $84,724