IT Site Support Analyst

TCS Education System•Chicago, IL

2d•Onsite

About The Position

The Community Solution Education System is seeking an IT Support Analyst to join their onsite support team at The Chicago School. This role reports to the Director of IT Services and will be part of an onsite support team working closely with the IT Department at The Community System. The IT Support Analyst will ensure faculty, staff, and students can effectively utilize technical resources by providing hands-on IT support and user training. This role will also provide support for specific events, including high-profile events at the college or off-site locations. The position requires delivering exceptional customer service by leveraging technical expertise, analytical thinking, and strong communication skills to assess end-user needs and offer effective solutions. It also involves demonstrating strong troubleshooting and critical thinking skills when diagnosing technical issues, maintaining professionalism while managing multiple priorities, meeting deadlines, and resolving issues in high-pressure or sensitive situations. Fostering a collaborative team environment and working effectively with colleagues across departments is also key. The ability to work flexible shifts and peak periods, such as the beginning of each semester and service launch dates, is necessary.

Requirements

Proficiency in supporting Windows 11 and macOS
Familiarity with AV & Classroom technology.
Familiarity with Active Directory / Entra ID for user and device management.
Familiarity with basic networking fundamentals.
Experience providing support for audio-visual (A/V) systems and classroom technology.
Ability to diagnose and resolve hardware, software, and peripheral issues in a Windows-based environment.
2-4 years of experience providing desktop/call center support.
Bachelor’s degree or equivalent job experience required.

Nice To Haves

CompTIA A+ or Google IT Support certification preferred.

Responsibilities

Deliver exceptional customer service by leveraging technical expertise, analytical thinking, and strong communication skills to accurately assess end user needs and offer effective solutions.
Demonstrate strong troubleshooting and critical thinking skills when diagnosing technical issues.
Maintain professionalism while managing multiple priorities, meeting deadlines, and resolving issues in high-pressure or sensitive situations.
Foster a collaborative team environment and effectively work with colleagues across departments.
Ability to work flexible shifts and peak periods including but not limited to the beginning of each semester and service launch dates.
Provide clear, professional updates to end users while translating technical issues into non-technical language.
Ability to log, track, and update incidents and service requests.
Ability to follow data protection and privacy standards.
Provide the support needed for specific events, including high profile events at the college or off-site locations.