Workstation Support Analyst

San Juan College • Farmington, NM

11d • Onsite

About The Position

The Workstation Support Analyst is responsible for supporting technology to computer labs, laptop carts, classrooms and end users. This position may be required to work variable hours, including evenings and weekends, as needed. This role involves supporting technology for computer labs, laptop carts, classrooms, and end users, with potential for variable hours including evenings and weekends. The position may be called upon to assist in various aspects of cyber incident response, which could involve abnormal work schedules and working with a reduced crew. It also includes following proper Incident Response plans. The analyst provides interpretation and translation of technical information between IT teams and customers for clarity and resolution, handles confidential information, and documents procedures, changes, project statuses, issues, resolutions, and training materials. Collaboration with end-users to understand requirements, troubleshoot problems, and provide timely solutions is key, ensuring high customer satisfaction. The role also involves assisting with Help Desk coverage and coordinating special projects.

Requirements

• Knowledge of technology user service principles and practices.
• Knowledge of the operation and maintenance of computer hardware, software and peripherals.
• Knowledge of problem analysis and troubleshooting principles.
• Knowledge of college policies and procedures.
• Knowledge of supervisory principles and practices.
• Skill in customer service.
• Skill in the operation of computers and job related software programs.
• Skill in decision making and problem solving.
• Skill in interpersonal relations and in dealing with the public.
• Skill in oral and written communication.
• Skill in working effectively with a wide range of constituencies in a diverse community.
• Must possess strong verbal and written communication skills.
• Skill in problem solving, time management, listening and critical thinking.
• Understand and work effectively with diverse academic, socioeconomic, cultural, special needs and ethnic backgrounds.
• Knowledge and level of competency commonly associated with completion of specialized training in the field of work, in addition to basic skills typically associated with a High School diploma.
• Sufficient experience to understand the basic principles relevant to the major duties of the position, usually associated with the completion of an apprenticeship/ internship or having had a similar position for 6 months.
• Knowledge and level of competency commonly associated with completion of specialized training in the field of work, in addition to basic skills typically associated with an Associate’s degree.
• Sufficient experience to understand the basic principles relevant to the major duties of the position and the Workstation Support Analyst I role, usually associated with the completion of an apprenticeship/ internship or having had a similar position for one to two years.
• Knowledge and level of competency commonly associated with completion of specialized training in the field of work, in addition to basic skills typically associated with an Associate’s degree.
• Sufficient experience to understand the basic principles relevant to the major duties of the position the Workstation Support Analyst I and II roles, usually associated with the completion of an apprenticeship/ internship or having had a similar position for two or more years.

Nice To Haves

• This position supervises or assists in supervising student employees.

Responsibilities

• Provides interpretation and translation of technical information between IT teams and customers for better clarity, understanding, and resolution of technical issues.
• Protects, handles and is privy to confidential information that may be directly or indirectly related to job duties.
• Documents and maintains procedures, changes, project statuses, issues, resolutions, training material and other help documents to aid in troubleshooting future issues.
• Collaborate closely with end-users to understand their requirements, troubleshoot problems, and provide timely solutions, ensuring a high level of customer satisfaction.
• Assists with Help Desk Coverage
• Coordinates special projects as assigned.
• Performs related duties.
• Researches and prepares new equipment purchases for delivery. This includes single orders and bulk orders.
• Researches, troubleshoots and prepares viable returned equipment for reissue.
• Researches and prepares computers for disposal following at a minimum the appropriate NM Codes and SJC electronic disposal processes. The level of data destruction above NM Codes and SJC electronic disposal processes is determined through research and analysis.
• Maintains and updates computers for labs, classrooms, laptop carts and employee computers as needed.
• Escalates technical issues to Workstation Support Analyst II and III as needed.
• Coordinates the work of assigned student workers and enforces computer lab policies for employees and customers.
• Prepares, delivers, maintains and updates computers for labs, classrooms and laptop carts.
• Assists in preparing, delivering, maintaining and updating employee computers as needed.
• Supplies computer labs with paper and other supplies.
• Assists with maintaining computer lab cleanliness to reduce spread of infectious diseases from computer surfaces.
• Assists and fills in for Workstation Support I as needed.
• Escalates technical issues to Workstation Support Analyst III as needed.
• Prepares and delivers computers for staff, and faculty; reimage and redeploy computers; delivers and installs new printers.
• Assists with maintaining computer equipment cleanliness to reduce spread of infectious diseases from computer surfaces.
• Assists and fills in for Workstation Support I and II as needed.
• Escalates technical issues to User Services Architect as needed.

Benefits

• Equal employment and educational opportunities without regard to race, color, religion, sex, national origin, disability, age, genetic, veteran's status, or on the basis of any other category protected under federal, state and local laws.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: Associate degree