IT Site Support Analyst

The Community Solution•Chicago, IL

2d•Onsite

About The Position

Job Title: IT Support Analyst Department: IT Department Job Purpose: The Community Solution Education System is seeking an IT Support Analyst to join our onsite support team at The Chicago School and will report to the Director of IT Services. The IT Support Analyst will be part of an onsite support team and work closely with the IT Department at The Community System. This role ensures that faculty, staff, and students can effectively utilize our technical resources by providing them with hands-on IT support and user training. In addition, the Support Analyst will be expected to provide the support needed for specific events, including high profile events at the college or off-site locations Position responsibilities include, but are not limited to: 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.

Requirements

Provide clear, professional updates to end users while translating technical issues into non-technical language.
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.
Ability to log, track, and update incidents and service requests.
Ability to follow data protection and privacy standards.
Bachelor’s degree or equivalent job experience required.
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.

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.