IT Support Analyst

TCS Education System•Pasadena, CA

6d•Onsite

About The Position

The IT Support Analyst supports faculty, staff, and students by resolving technology issues, providing end-user training, and helping users adopt institutional technology effectively. This role supports workstations, classrooms, conference rooms, audiovisual, videoconferencing, printing, collaboration, and endpoint technologies. The IT Support Analyst works closely with Central IT and system/resource owners to resolve escalated incidents, maintain high availability of technology resources, and ensure classroom and conference room systems are operational, orderly, and ready for use.

Requirements

Experience supporting end users in a professional, academic, or service-oriented environment.
Experience troubleshooting Windows 11 and macOS workstations.
Experience supporting Office 365, Outlook, Microsoft Teams, Zoom, and multiple web browsers.
Experience using Active Directory, Intune, and Azure for user, account, or device support.
Experience supporting endpoint or device management through Intune.
Experience documenting incidents and service requests in a ticketing system.
Experience supporting Zendesk or a similar help desk ticketing platform.
Experience in troubleshooting network printing, wireless connectivity, and basic client network issues.
Experience supporting Papercut or similar print management systems.
Experience supporting classroom, conference room, audiovisual, or videoconferencing technologies.
Experience supporting A/V platforms or hardware such as Shure, Utelogy, Cisco Room Kits, or similar systems.
Experience following incident management processes and escalating tickets with accurate technical documentation.
Bachelor’s degree or equivalent professional experience, defined as 4-6 years of relevant IT support, desktop support, help desk, or technical support experience.
4-6 years of experience providing desktop support, IT support, help desk support, or technical support.

Responsibilities

Provide customer-focused technical support to local and remote faculty, staff, students, and other end users.
Troubleshoot and resolve workstations, classrooms, conference rooms, audiovisual, printing, wireless, and collaboration technology issues.
Support Windows 11, macOS, Office 365, Microsoft Teams, Zoom, Active Directory, Intune, Azure, Papercut, Zendesk, and supported A/V platforms.
Support classroom and conference room technologies, including Shure, Utelogy, Cisco Room Kits, and related A/V equipment.
Maintain high uptime of classroom and conference room systems through regular checks, daily audits, and proactive issue resolution.
Document all support activity in the Zendesk ticketing system completely, accurately, and promptly.
Follow the established incident management process and ensure escalated tickets include sufficient technical details for resolution.
Respond to and fulfill service requests in alignment with Service Level Agreements.
Provide coaching, training, and user guidance to help faculty, staff, and students adopt and use institutional technologies effectively.
Contribute to the development and implementation of training materials and programs that support technology rollouts and user adoption.
Collaborate with Central IT, IT system owners, resource owners, and local site leadership to resolve issues and support technology initiatives.
Participate in IT projects, service launches, campus events, and other duties as assigned.
Travel to other affiliate campuses and external events as needed to provide technology support.
Provide technology setup, troubleshooting, and support for campus events, affiliate locations, and external events as required.