TCS Education
Senior IT Support Analyst
TCS Education, Wichita, Kansas, United States, 67232
Job Description:
Position Summary:
This position is responsible for promoting a high-quality experience to the community of staff, educators and students who contact the Site Support Team. The person filling this role will spend approximately 70% of their time providing desktop support, 20% on quality enhancement activities and IT projects that benefit the assigned campuses, and 10% taking Help Desk calls during peak call periods. Reporting directly to the Director of IT Services, this individual must plan, coordinate, direct, and provide direction to an IT Support Analyst team member, and support for daily IT operational activities sometimes without an onsite manager. This position is unique in that it reports directly to the Director of IT Services, that is based in Wichita, but travels approximately 10% of the time, instead of a manager. Provide excellent customer service while using technical, analytical and communication skills to accurately identify client needs and provide effective solutions. Manage and report on multiple simultaneous projects and deadlines. Must be able to respond to support the Helpdesk as an escalation point during or outside of campus business hours; be ready and available to support Faculty, Staff and Students. 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. Daily tracking and reporting of ticketing system and oversee the assigned campus team queue. Work closely with corporate office to establish workstation standardization and automation. Monitor customer satisfaction feedback and ensure all quality issues, customer complaints, and training items are addressed. Attempt to resolve all customer service problems and report issues to the Director of IT Services. Drive Site Support team performance, efficiency, and quality of work through coaching, problem solving, workload management, training and oversight. Including researching new technologies and implementing them throughout the campus. Ensure that Site Support team practices are consistently aligned with established policies and procedures. Suggest improvements to these on a regular basis with the goal of improving service levels. Coordinate with Site Support staff on schedules to ensure coverage levels are met. Respond to and fulfill requests to meet Service Level Agreements. Accountable for ensuring overall Site Support service level expectations are met. Ensure leadership is aware of current outages, issues, escalations or concerns by providing end-of day reports. Maintain and promote professional and upbeat atmosphere. Participate in special projects and other duties as assigned. Enforce and promote the following: Teamwork, Respect, Integrity, Innovation and Customer Focus. Essential Knowledge, Skills, and Abilities:
Excellent troubleshooting and critical thinking skills. Experience supporting audio-visual technology. Excellent interpersonal, verbal and written communication skills with the ability to translate technical concepts into user-friendly English. Proficiency with a variety of operating systems and software including Windows 11, Microsoft 365, Zendesk, and Zoom. Ability to meet deadlines, manage multiple priorities and handle sensitive and pressured situations. Ability to work in and foster a collaborative team environment Ability to work flexible shifts and peak periods including, but not limited to the beginning of each semester and service launch dates. Position Qualifications:
Bachelor's degree or equivalent job experience required. 4-6 years of experience providing desktop/call center support. CompTIA Security+, ITIL, or HDI certification preferred Experience producing report and technical documentation is preferred Experience working in Higher Education is preferred
The Community Solution offers a generous compensation and benefits package, as well as the opportunity to work for a leader in the field of education. To learn more about our competitive benefits and additional rewards, including generous paid time-off, medical and dental insurance coverage, life and disability insurance, retirement plan with employer contribution, multiple flexible spending accounts, tuition reimbursement, click the link below.
https://www.tcsedsystem.edu/careers/
The Community Solution is an Equal Opportunity Employer.
Position Summary:
This position is responsible for promoting a high-quality experience to the community of staff, educators and students who contact the Site Support Team. The person filling this role will spend approximately 70% of their time providing desktop support, 20% on quality enhancement activities and IT projects that benefit the assigned campuses, and 10% taking Help Desk calls during peak call periods. Reporting directly to the Director of IT Services, this individual must plan, coordinate, direct, and provide direction to an IT Support Analyst team member, and support for daily IT operational activities sometimes without an onsite manager. This position is unique in that it reports directly to the Director of IT Services, that is based in Wichita, but travels approximately 10% of the time, instead of a manager. Provide excellent customer service while using technical, analytical and communication skills to accurately identify client needs and provide effective solutions. Manage and report on multiple simultaneous projects and deadlines. Must be able to respond to support the Helpdesk as an escalation point during or outside of campus business hours; be ready and available to support Faculty, Staff and Students. 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. Daily tracking and reporting of ticketing system and oversee the assigned campus team queue. Work closely with corporate office to establish workstation standardization and automation. Monitor customer satisfaction feedback and ensure all quality issues, customer complaints, and training items are addressed. Attempt to resolve all customer service problems and report issues to the Director of IT Services. Drive Site Support team performance, efficiency, and quality of work through coaching, problem solving, workload management, training and oversight. Including researching new technologies and implementing them throughout the campus. Ensure that Site Support team practices are consistently aligned with established policies and procedures. Suggest improvements to these on a regular basis with the goal of improving service levels. Coordinate with Site Support staff on schedules to ensure coverage levels are met. Respond to and fulfill requests to meet Service Level Agreements. Accountable for ensuring overall Site Support service level expectations are met. Ensure leadership is aware of current outages, issues, escalations or concerns by providing end-of day reports. Maintain and promote professional and upbeat atmosphere. Participate in special projects and other duties as assigned. Enforce and promote the following: Teamwork, Respect, Integrity, Innovation and Customer Focus. Essential Knowledge, Skills, and Abilities:
Excellent troubleshooting and critical thinking skills. Experience supporting audio-visual technology. Excellent interpersonal, verbal and written communication skills with the ability to translate technical concepts into user-friendly English. Proficiency with a variety of operating systems and software including Windows 11, Microsoft 365, Zendesk, and Zoom. Ability to meet deadlines, manage multiple priorities and handle sensitive and pressured situations. Ability to work in and foster a collaborative team environment Ability to work flexible shifts and peak periods including, but not limited to the beginning of each semester and service launch dates. Position Qualifications:
Bachelor's degree or equivalent job experience required. 4-6 years of experience providing desktop/call center support. CompTIA Security+, ITIL, or HDI certification preferred Experience producing report and technical documentation is preferred Experience working in Higher Education is preferred
The Community Solution offers a generous compensation and benefits package, as well as the opportunity to work for a leader in the field of education. To learn more about our competitive benefits and additional rewards, including generous paid time-off, medical and dental insurance coverage, life and disability insurance, retirement plan with employer contribution, multiple flexible spending accounts, tuition reimbursement, click the link below.
https://www.tcsedsystem.edu/careers/
The Community Solution is an Equal Opportunity Employer.