Technical Analyst

Job Posting

Title:

Technical Analyst

Job Description:

Title of Job:
Technical Analyst

The Technical Analyst must be a highly motivated and service oriented technical support specialist. The individual in this position is a member of a front line support team within Computing and Information Services that primarily provides on campus audio visual (AV) support and technical consultation and hardware and software support to campus users, which includes; troubleshooting, researching, analyzing and responding to a wide range of routine and complex issues or questions and requests for assistance.

The technical analyst develops documentation and provides informal training for users on a wide range of software, hardware, and AV systems. A primary job function is serving as the first point of contact at the on campus CIS Help Desk for faculty, staff and students and tracking support requests through the CIS ticket system.

• Provide support for campus computers, software, printers, AV systems, and on campus events that require media services.

• Document support requests in the CIS ticket system, including details related to the tasks performed for resolving the issue or request.

• Staff the on campus Help Desk and/or AV events according to the Technical Support and Media Services coverage schedules.

• While staffing the Help Desk adhere to standard work practices. Help Desk Duties 2.0

• While assigned to AV event support, adhere to standard work practices; provide assistance with in person and virtual setup, support to event organizer, operation and the removal of AV equipment.

• Troubleshoot software, hardware, and AV issues by researching, analyzing and/or contacting vendors to identify solutions or gain additional support.

• Using software tools to conduct remote support sessions if needed.

• Deploy hardware on campus to departments as needed, software and software upgrades; assess installations and ensure they function properly and meet user needs.

• Develop documentation for use by end-users and for internal CIS purposes.

• Support and maintain on campus lab computers and software.

• Provide in person and virtual training to staff, faculty and students who use common campus software, hardware and AV equipment.

• Collect and maintain hardware inventory records and software licensing information used for CIS services such as the Computer Upgrade Program (CUP) and the Loaner Program.

• Conduct research for more complex questions and requests for assistance; report back in a timely manner and document the proposed solution.

• Prepare and distribute electronic notifications to the campus for planned and unplanned systems and network events or problems.

• Proactively maintain technical skills and knowledge by staying up to date with new operating systems, browsers, and common campus applications such as Canvas, Microsoft 365, and Google Workspace.

• Attend and actively participate in CIS Technical Support and Media Services and CIS department staff meetings.

• Support campus events that may occur outside of normal Help Desk hours, and maintain general knowledge of AV systems and event support options.

• Collect information and respond to systems and network emergencies.

• Practice common security standards by keeping sensitive data confidential and protecting shared admin passwords.

• Follow appropriate use guidelines for AI for security, operational compliance, data privacy, and using college-backed tools that safeguard institutional information

• Escalate urgent issues via phone and email to CIS managers.

• Meet and consult with faculty, staff and students regarding their computing needs; independently apply well-thought out technical judgment to recommend software and/or hardware as appropriate.

• Diplomatically act as the liaison between CIS and other College constituents.

• Work directly with other CIS teams to support data and technical needs for other departments.

• Identify solutions and strategies to support special projects; and act as the liaison between the other departments and CIS.

• Support the operations and cleanliness of the Sprague Learning Center, including maintaining lab spaces and student printing…