Technical Support Analyst II

Details

Posted: 15-Mar-24

Location: San Antonio, Texas

Type: Full-time

Salary: Open

Categories:

Staff/Administrative

Internal Number: JR100701

Job Family Group:

Staff

Department/Office:

Technical Support and Client Services (Luis Forestier)

Time Type:

Full time

Compensation:

$20.12-$25.15

Please note, starting salaries are based on factors including internal equity, relevant experience, and education.

Exemption Status:

United States of America (Non-Exempt)

Job Description:

Provides consultation, support and/or basic instruction to users of hardware, software, operating systems, telephony, unified communications, identity management, networking, AV equipment or other information technology-based systems located throughout TU. Differentiates between issues related to software, hardware or network and determines resolution or escalates to appropriate support personnel. Consults with clients and other ITS staff including working with vendors and external organizations soliciting relevant information from users to describe and resolve non-routine/complex technical problems. Provides support and training for a wide variety of classroom and emerging technologies; and consults with departments to gain an in-depth understanding of their technology needs.

JOB DUTIES

Essential duties, as defined under the Americans with Disabilities Act, may include any of the following representative duties, knowledge, and skills. This is not a comprehensive listing of all functions and duties performed by incumbents of this class; employees may be assigned duties which are not listed below; reasonable accommodations may be made as required. Requirements are representative of minimum levels of knowledge, skills, and/or abilities. The job description does not constitute an employment agreement and is subject to change at any time by the employer. Essential duties and responsibilities may include, but are not limited to, the following:

• Installs, upgrades and maintains currently supported Windows and IOS operating systems and applications software on Windows and Mac hardware. Monitors and maintains installed and circulating AV equipment. Provides complex support for Mac, Linux and Windows based computers. Configures and maintains standard images. Installs, upgrades & troubleshoots complex printers and updates firmware. Engineers standard images for deploy.

• Performs diagnostics and troubleshooting to resolve and eliminate root causes of complex issues related to computers, software and AV equipment. Communicates progress on resolutions/fulfilments with users, Service Desk, ITS personnel and vendors as needed.

• Provides technical support for more complex projects and events, including but not limited to imaging and deploying machines; delivery, setup, and operation of media equipment, sound and presentation systems.

• Tracks and documents all technical issues and the steps taken to resolve the issue; resolves complex issues escalated from L1 or escalates cases to L3 or other internal teams when appropriate. Handles complex Active Directory issues as needed.

• Develops strong relationships with key university stakeholders, management, and end-users to understand how stakeholders use technology. Proposes configurations to existing solutions to address these needs.

• Provides training to end users (students, faculty, staff) in use of hardware, software and AV equipment.

• Assists in documentation activities - creates knowledge base articles, FAQs, and how-to guides for complex topics in order to train other Technical Support Analysts. Mentors Technical Support Analysts I and student workers.

• Delivers excellent customer service, interacting confidently with users about technical issues in a way they can understand and feel confident with the support provided.

• Cooperates and collaborates with other employees in the spirit of teamwork and collegiality and interact with confidence, patience and integrity to provide professional leadership during emergencies.

• Complies with all Trinity University policies and guidelines.

• Performs other duties as required.

EDUCATION

Required:
Associate's degree or equivalent from two-year college or technical school.
Additional experience may be substituted for required education on a year for year basis.
Preferred:
Bachelor's degree from an accredited institution.

Additional experience may be substituted for required education on a year for year basis.

EXPERIENCE

Required:

Four years of experience in IT systems support field.

Preferred:

Experience with a helpdesk ticketing system preferred.

Experience with VPN and remote access troubleshooting.

KNOWLEDGE, SKILLS, AND ABILITIES

Required:

• Advanced computer (Mac and Windows based) and AV functions
• Provide excellent customer service skills
• Positive work attitude, and be able to work effectively with all levels of employees as a team member
• Ability to provide quality verbal and written communication skills via telephone, email, chat or in person
• Skills to translate complex technical information into common language to non-technical clients
• Analytical thinker that is solution oriented with solid troubleshooting skills
• Ability to manage and drive issue resolution from start to finish
• Ability to self-educate in fields related to technology
• Willingness to learn and keep current with change in technology
• Ability to interact with a variety of people to gather information needed to analyze and recommend technical resolutions
• Strong organizational skills, with the ability to multi-task and prioritize projects as necessary to complete projects on time
• Ability to work in an active environment and manage time effectively
• Proficient in technical software for desktop support
• Ability to analyze and troubleshoot a wide range of problem-solving techniques
• Extensive use of initiative and considerable latitude in exercising judgment
• Knowledge of AV tools to perform cable termination, signal test, circuit board repair and other tasks. Programming Crestron and/or AMX units.
• Basic understanding of wired, wireless and fiber networking infrastructure

LICENSES/CERTIFICATIONS

Required or ability to complete within 1 year:

A + Security +

Network +

Preferred:

ITIL v4.0
Lean Six Sigma Yellow or Green Belt
Microsoft Certifications
ACSP Certifications

Crestron Certification

AMX Server +

Cloud +

Cloud Essentials+

Certified Technology Specialist (CTS) certificate