Technology Support Analyst
Title: Technology Support Analyst
Exempt Status: Non-Exempt
Under the direction of the management, the Technology Support Analyst serves as a liaison between Information Technology Services (ITS) and assigned college departments on matters related to technology support and planning. This position provides analysis and problem-solving, technical assistance and support coordination to staff for computer hardware, software, networking, and applications systems. The Technology Support Analyst interacts with, and coordinates work assignments between, ITS teams and assigned departments. The Technology Support Analyst makes decisions based on independent judgment to resolve a range of complex technical problems. The incumbent provides technical support to customers in a professional manner and maintains goodwill, cooperation, and productive relationships throughout the College.
Positions at this level function independently to diagnose and provide solutions to a broad range of information related technologies; have a working knowledge of other related disciplines; coordinate appropriate support activities with other ITS teams; and identify trends, recommend solutions, and resources.
Typical Duties and Responsibilities
- Functions as the key contact for all requests from a broad range of users for technical support at a designated location. Provides consultation and support; communicates effectively to convey complex technical information.
- Prioritizes and appropriately escalates issues to assure timely problem resolution. Carries out fact-finding and analysis of problems; determines most effective problem resolution procedures. Suggests, tests, implements, and evaluates solutions.
- Coordinates and interacts with other ITS teams and functions as a liaison between ITS and users to communicate end-user needs and ensure effective solutions are implemented.
- Reviews user requirements and needs for software and services; performs related research and analysis and provides information and guidance to users; coordinates implementation, installation, and training.
- Analyzes and plans technical support based on consultations with PCC staff. Documents support plans and establishes implementation schedules.
- Analyzes and resolves computer hardware, software and network issues, repairs user workstations, modifies configurations, replaces faulty components and rebuilds complete systems on a variety of platforms.
- Maintains records of work activities and documents recurring, difficult or complex problems; identifies trends, recommends solutions and resources.
- Advises and assists with recommendations to departmental management and ITS on equipment purchases and training needs.
- Coordinates contact with vendors as needed to assist with support activities.
- Actively participates in departmental, committee, and technical meetings to discuss and resolve user issues and implement new projects.
- Provides work direction and coordination of work activities to other technical staff and/or student and casual employees.
- Attends training sessions, conferences, classes and utilizes online resources to maintain and update skills and knowledge as necessary to keep current on relevant technologies.
Work pressure and interruptions occur regularly. Project implementation responsibilities, daily tasks, and problem resolution activities must be prioritized and managed effectively and efficiently. Involves ongoing exposure to constantly changing physical and ergonomic environments. Ability to respond quickly to emergencies and special user requests in a dynamic, networked environment; and communicate effectively with distraught or reactive individuals. Ability to lift and work on equipment that may be located in tight or poorly lighted spaces. Lifting and moving of end-user computing devices weighing up to 40 lbs. is sometimes required.
Associate degree in computer related discipline. Relevant experience may substitute for the degree requirement on a year-for-year basis. Four or more years of work experience with automated systems in a complex network environment. Successful experience working in an end-user, customer facing role in a trouble-shooting capacity is required.
Knowledge, Skills, and Abilities
- A wide variety of technologies to effectively support end-user technical needs including computing devices, operating systems, network technologies, printers and peripherals, and a variety of software applications (desktop, client-server, browser-based, etc.);
- Principles of troubleshooting and analysis.
- Methods and techniques used in the installation, troubleshooting, problem resolution and maintenance of information systems hardware and software;
- Identifying trends and making suggestions for technical modifications to resolve existing and future problems.
- Support a variety of users with divergent needs and skill levels;
- Translate user needs into viable solutions;
- Work independently and as part of a project team;
- Work collaboratively to make necessary decisions and respond to emergency situations effectively;
- Research and perform feasibility studies and analysis and facilitate most effective solutions to meet user needs;
- Communicate technical and complex information in verbal and written form;
- Accurately troubleshoot and diagnose technology issues in a complex networked environment;
- Work occasional long hours;
- Provide own transportation to various sites throughout the district as necessary.