Technical Support Analyst

Job Type Full-time Description The job of Technical Support Analyst (TSA) provides a focal point for staff to contact the Information Services Department for hardware or software support. The TSA receives and responds to staff inquiries and requests for technical assistance, provides possible solutions, escalating & assigning support actions to other staff as needed, and aids & support to the Information Services Manager and other Department staff. Qualifications: Associate Degree required; In lieu of degree, will consider 2 years of related technology experience per year of college (4 years); Certification/Licensure: Microsoft technology, CISCO, ITIL and/or CompTIA certification(s) preferred Experience: A minimum of three (3) years of demonstrated relevant experience required; Relevant experience can include providing end user support in an enterprise level organization, administering a Windows or Apple computing environment, or working with WAN/LAN environments. Basic understanding of technology hardware, including desktop computers, laptops, tablets, smart phones, printers, projectors, smart boards, scanners, and digital cameras. Thorough knowledge of working with Windows OS and Microsoft Office applications (Word, Excel, PowerPoint, Outlook, Publisher, Visio). Must be able to successfully manage multiple tasks, projects, and responsibilities. Possesses excellent written and verbal communication skills with a particular focus on clearly articulating IT incidents and their solutions so that both end users and technical support staff understand what is being communicated. Ability to apply critical thinking skills in rendering solutions to various technical issues. Ability to independently learn new technology and provide instruction to others. Must be able to collaborate effectively with Executive Leadership and school personnel, the IT help desk team, the general public, and work with diverse groups of people. Physical Requirements: Lifting boxes and other packages not exceeding 20 pounds; Ability to sit for long periods of time; excellent cognitive and hearing abilities. Requirements Ministering to students compassionately and sincerely so they may continue to grow in their faith. Accepting the work at Mount Paran Christian School as a personal calling and identify themselves as ministers of the gospel of Jesus Christ. Modeling appropriate Christian behavior in speech and actions. Troubleshooting problems dealing with the Windows OS, Microsoft Office applications, printers, interactive whiteboards, interactive slates, wireless connections, and other technologies used in the classroom. Processes requests regarding technology hardware or software usage and network account and file server needs from various sources (e.g. e-mail, telephone, in-person, website) for the purpose of providing immediate solutions and/or referring issues to other available technology resources as necessary. Provides primary support for creating, enabling, disabling, or removing system user accounts for the purpose of maintaining district network security and verifying specific levels of access for all staff. Maintains strict confidentiality (e.g. passwords and other system security features) for the purpose of ensuring district network security. Maintains the Information Services helpdesk database (e.g. requests for assistance, process of completion, resolutions) for the purpose of providing documentation of activities and ensuring adequate levels of support are being provided. Performs research and continued effort towards education in the area of new technology for the purpose of making recommendations for equipment and software program purchases and upgrades. Provides reports to the Information Services Manager regarding requests pending and completed for the purpose of ensuring adequate levels of support are being provided in a timely manner. Developing and administering training programs to meet technology competencies and state certification requirements. Assistance to MPCS Teachers and Staff for technology integration to enhance classroom learning. Assists in the initial preparation and periodic revisions of Information Services training and instructional materials for the purpose of improving communications between Information Services and district staff and ensuring high-quality training materials are available and accessible. Assists the Director of Information Technology in an effort to improve support functions within MPCS. Maintains documentation regarding the purchase, licensing, and installation of district-standard software applications and tracking fair use agreements for the purpose of maintaining digital copyright adherence. Prepares written materials (e.g. correspondence, reports, forms, brochures, self-help materials) for the purpose of maintaining records, providing assistance, and/or conveying information. Assisting in management of special events, as needed. Assisting in Open Houses, as needed. Complying with conditions as stated in employee contract and handbook. Other duties as assigned.