Technology Support Analyst

Requisition

S

Technology Support Analyst I

Non-Exempt

Please see Pay Grade Table at: https://pa-hrsuit

Technical/Para-Professional

SHSU Online

Division of Academic Affairs

06/09/2026

Yes

Associate’s degree in information technology, instructional technology, computer science, business, or a related field required. Bachelor’s degree preferred. Two years of experience in technical support, call center operations, customer service, IT help desk support, instructional technology support, or related areas required. Experience supporting distance learning platforms, digital tools, or educational technology systems is desirable. A combination of education, experience, and training that produces the required knowledge and abilities may be considered

Supports the operational administration, maintenance, and continuous improvement of enterprise academic and instructional technology systems managed by SHSU Online. Assists in the administration and support of Blackboard Learn and a broad portfolio of integrated teaching and learning technologies used across the university system. Works within the Blackboard Administration team to support system functionality, user and account management processes, software integrations, operational troubleshooting, platform configuration activities, and technology lifecycle support.

Assists in the operational administration and support of Blackboard Learn and enterprise academic technology systems managed by SHSU Online. Supports system functionality, platform operations, user management processes, and integrated teaching and learning technologies. Troubleshoots and analyzes technical issues related to enterprise applications, software integrations, authentication services, permissions, account provisioning, and data management processes. Serves as an internal escalation point for technical issues referred from frontline support teams and institutional stakeholders.

Assists with management and operational support of platforms such as Blackboard Learn, Simple Syllabus, Linked In Learning, and other integrated academic technologies. Supports user account provisioning, role management, permissions administration, and data integrity processes across supported systems. Participates in testing, validation, and implementation activities related to software updates, integrations, patches, and new technology deployments. Documents troubleshooting processes, operational procedures, configurations, and technical support activities within designated systems and knowledge repositories.

Assists in monitoring recurring technical issues, identifying trends, and recommending operational improvements to enhance system reliability and user experience. Collaborates with internal technical teams, vendors, and institutional stakeholders to support enterprise technology operations and initiatives. Maintains working knowledge of supported enterprise applications, integrations, security practices, and academic technology environments. Participates in professional development activities related to enterprise systems administration, instructional technologies, and emerging digital learning tools.

Serves as an internal escalation resource for complex technical issues referred from frontline support teams and institutional stakeholders. Performs other duties as assigned.

Responsibilities include assisting with enterprise application support, troubleshooting system and integration issues, supporting data and user management practices, documenting operational procedures, testing platform updates and enhancements, and helping maintain reliable and secure technology operations across supported systems. Requires strong analytical and technical problem-solving skills, attention to detail, operational awareness, and the ability to work effectively within a complex enterprise technology environment supporting online and technology-enhanced education.

Requires strong organizational skills, analytical thinking,…