IT Support Analyst III

TX Assoc of School Boa•Austin, TX

21h•$32 - $50•Hybrid

About The Position

As the IT Support Analyst III, you will provide advanced end-user technical support and serve as the primary operational owner for audiovisual services and routine user access administration. This position will also support the user account lifecycle, processes approved access changes, maintains conference room and event technology, resolve end-user hardware and software issues, ensure service requests are completed accurately, securely, and in accordance with established procedures.

Requirements

High school diploma.
3+ years of experience in providing end-user technical support in a Microsoft environment, particularly in areas of Windows 11, Active directory, Entra ID and Office 365.
2+ years of hands-on audiovisual support, including installation, configuration, troubleshooting, and maintenance of audiovisual equipment and systems.
Knowledge of audiovisual technologies and tools, such as projectors, displays, microphones, speakers, video conferencing systems, and related software.
Familiarity with audiovisual protocols, codecs, compression techniques, and video streaming technologies.
Strong technical skills in network connectivity, signal routing, and audiovisual integration, with the ability to diagnose and resolve complex technical issues.
Strong problem-solving skills, with the ability to analyze technical issues and apply resolutions in high-pressure situations.
Excellent communication and interpersonal skills, with the ability to effectively communicate technical concepts to non-technical users and collaborate with cross-functional teams.
Customer-focused mindset, with a commitment to delivering exceptional service and support to end-users, striving to exceed their expectations.
Effective organizational skills, with the ability to manage multiple tasks, prioritize workloads, and meet deadlines in a fast-paced environment.
Ability to work independently and as part of a team, collaborating with cross-functional teams to achieve common goals and objectives.
Ability to lift and carry equipment up to 30lbs is required.
Ability to assist users outside of normal business hours.

Nice To Haves

Certification or training in audiovisual training such as Certified Technology Specialist (CTS) or CompTIA A+ preferred.

Responsibilities

Use incident management system (Team Dynamix) to document and track all service requests (phone and ticketing system) from receipt through resolution.
Assist users with basic and increasingly complex functional questions related to standard hardware and operating systems.
Perform user account lifecycle administration, including account creation, modification, deactivation, and routine maintenance across approved enterprise systems.
Install, configure, and maintain audiovisual equipment, including projectors, displays, microphones, speakers, video conferencing systems, and related peripherals.
Provide technical support and troubleshooting assistance for audiovisual systems, resolving hardware and software issues promptly to minimize downtime.
Coordinate and support audiovisual setups for meetings, conferences, presentations, and events, including equipment setup, testing, and operation.
Function as primary contact for end-user computing service requests reported to the TechOps Service Desk. Take ownership of incidents until resolved or ownership is transferred to an appropriate party.
Unpack, configure, deploy, maintain, and repair computers, printers, and other hardware and software.
Analyze incident records and make recommendations to reduce number of severity of incidents and/or increase end-ser computing productivity.
Assist IT system administrators by researching and troubleshooting service interruptions.
Have at least two areas of subject matter expertise assigned for primary escalation of support. Responsible for training staff to provide support in those designated areas of expertise.
Evaluate, test, and make purchase recommendations for new products or versions. Analyze current support posture and implement alternative support techniques.
Perform all other duties assigned to maintain compliance with all established TASB policies, TechOps guidelines and procedures, software, and media licensing requirements.