Senior Support Analyst

Naperville Community Unit School District 203 • Naperville, IL

67d • $26

About The Position

The Senior Support Analyst provides information technology support, direction, and leadership at a school or building level in all areas of technology used to support digital teaching and learning. This role requires maintaining necessary subject matter expertise to function as second level support in all areas of technology relevant to instruction delivery and related building and campus infrastructure. The analyst will create tools, processes, and documentation necessary to allow quick and easy access to technology and associated technology support processes needed to provide 'always on' access to programs, platforms, and processes associated with borderless digital learning.

Requirements

• Bachelor's Degree or 4+ years of relevant technology support experience required.
• Experience and certification in core Google and GAFE technologies strongly preferred.
• A+, N+, Apple, Google or Microsoft certification, or equivalent preferred.
• Working knowledge of technology support in a Pre K-12 education environment.
• Experience with maintenance, repair and support of relevant technologies and devices.
• Able to effectively communicate complex situations or issues in simple terms.
• Comfortable in training and presentation of new technology, best practices, etc.
• Commitment to life-long learning in job-related skills.

Responsibilities

• Provide advanced technical support to end-users via phone, email, and in-person interactions, resolving complex hardware, software, and network problems.
• Serve as technology lead in root cause analysis. Diagnose and troubleshoot a wide range of technical issues, including operating systems (Windows, macOS), applications, network connectivity, printers, peripherals, and mobile devices.
• Create documentation and log solutions for future reference.
• Configure and install technology to support team, department, and District initiatives.
• Ensure data transport and endpoint protection is in place and updated to provide a safe and secure computing environment.
• Maintain an awareness of latest digital threats, malware approach/infection vectors and train staff in best practices to minimize risk.
• Use Help Desk and all IT best practices to report, track and resolve all technology issues, incidents, and failures.
• Support problems that interfere with digital instruction delivery.
• Update school/building leadership on larger D203 technology initiatives.
• Function in a matrixed reporting relationship with IT Infrastructure Manager(s) to assist with project workload.
• Attend and/or develop and present training classes, write documentation, provide systems administration functions.
• Provide primary D203 IT interface to school/building leadership.
• Provide leadership and direction to Computer Support Associates (CSAs) in planning, prioritization, and execution of day-to-day responsibilities.
• Supervise and mentor a team of Level I Technicians.
• Assign tasks and monitor team performance.
• Provide feedback to team members and input on performance reviews.
• Develop and implement training programs for Level I Technicians.
• Manage small to medium-sized projects within the User Support group.
• Develop project plans, timelines, and budgets.
• Track project progress and report to management.
• Coordinate resources and ensure project deliverables are met.
• Other duties as assigned.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Industry: Executive, Legislative, and Other General Government Support
• Education Level: Bachelor's degree
• Number of Employees: 1,001-5,000 employees