Regional IT Support Analyst

The Chicago School of Professional Psychology•Los Angeles, CA

3d•$72,000 - $80,000

About The Position

The IT Support Analyst will report to the Site Support Manager or the Director of IT and work closely with Central IT at The Community Solution. This position is responsible for helping faculty, staff and students make effective use of technology. This is done by responding to end user problems and performing proactive outreach and training. The IT Support Analyst role is expected to exhibit stewardship of the technology resources at their site ensuring that all technology is operational and orderly. The IT Support Analyst is expected to work with IT systems and resource owners to resolve escalated tickets. This individual should have flexibility to travel up to 60% to various campus locations around Southern California which include The Chicago School, POC/Saybrook and Colleges of Law. This role will be responsible for filling in for other team members and traveling to several California College Campuses. Position responsibilities include, but are not limited to: Provide excellent customer service while using technical, analytical and communication skills to accurately identify client needs and provide effective solutions. Troubleshoot and resolve workstation and classroom technology problems. Act as educator and coach to help college staff, faculty and students adopt and use core institutional technologies effectively. Actively contribute to the development and implementation of training materials and programs that promote the roll-out and use of technology. Follow the established incident management process, ensuring escalated tickets have appropriate details for issue resolution. Maintain complete, accurate and timely records in the Help Desk ticketing system for all client support activities. Develop a mastery of classroom and conference room technologies. Maintain high up-time of classroom and conference room systems through daily audits. Respond to and fulfill requests to meet Service Level Agreements. Participate in special projects and other duties as assigned.

Requirements

Excellent troubleshooting and critical thinking skills.
Excellent interpersonal, verbal and written communication skills with the ability to translate technical concepts into user-friendly English.
Strong customer service skills: Patience, attentiveness and the ability to use positive language
Proficiency with a variety of Windows operating systems and software including Office365, Outlook and multiple browsers.
Proficiency with Macintosh operating systems and software including Safari and MS Office and Outlook for Macintosh
Knowledge of networking concepts and the ability to troubleshoot network printing and wireless client issues.
Experience with audio visual technology and videoconferencing systems.
Ability to work in and foster a collaborative team environment
Ability to work flexible shifts, which may include evenings and/or weekends and peak periods including, but not limited to the beginning of each semester and service launch dates.
Excellent follow-through and attention to detail
Bachelor’s degree or equivalent job experience required
4-6 years of experience providing desktop support.
Must be able to lift and carry 25 lbs.
Must be able to bend, kneel, stoop, twist, reach or sit for extended periods.
Must be able to operate office equipment including phone, computer, A/V equipment
Travel when necessary

Nice To Haves

MCSE or MCSA , or CompTIA certification preferred.

Responsibilities

Provide excellent customer service while using technical, analytical and communication skills to accurately identify client needs and provide effective solutions.
Troubleshoot and resolve workstation and classroom technology problems.
Act as educator and coach to help college staff, faculty and students adopt and use core institutional technologies effectively.
Actively contribute to the development and implementation of training materials and programs that promote the roll-out and use of technology.
Follow the established incident management process, ensuring escalated tickets have appropriate details for issue resolution.
Maintain complete, accurate and timely records in the Help Desk ticketing system for all client support activities.
Develop a mastery of classroom and conference room technologies.
Maintain high up-time of classroom and conference room systems through daily audits.
Respond to and fulfill requests to meet Service Level Agreements.
Participate in special projects and other duties as assigned.