POSITION TITLE: Technical Support Analyst (2nd Shift - 12:00pm-8:00pm M-Th, 8:00am-4:00pm F)
RANK: Administrator III
DEPARTMENT: Office of Information Technology
SUPERVISOR: Director of Support Services
POSITION SUMMARY
This position is responsible for technical support of computer hardware and software. This includes setup, maintenance, installation, and support of technology software and hardware.
POSITION RESPONSIBILITIES
1. As directed, maintains operation of assigned computing facilities such as labs and computers for faculty and staff. May supervise and train student workers and university assistants in those facilities. The incumbent installs and maintains hardware and software and formulates recommendations for desktop management policy and procedures.
2. Performs administrative tasks such as tracking expenditures, hiring personnel for computing support, interfacing with vendors and maintaining software and hardware inventories. The incumbent reviews entries in the problem tracking system, assigns requests to appropriate personnel and reports on requests that are not serviced in a timely manner.
3. Installs personal computer and network software and hardware; assists in related problem diagnosis and support for client and server systems.
4. Maintains an inventory of the availability and distribution of software licenses for desktops/laptops.
5. Develops users' manuals and documentation for hardware, software and policies and procedures.
6. May assist in the operation of a HELP-DESK. May supervise part time and student workers.
7. May conduct seminars and workshops for faculty, staff and students in the use of computing equipment and software.
8. May be called upon occasionally during off-hours to handle special problems.
9. Must expect rotating schedule to accommodate 7-day, 2-shift coverage of duties.
10. Performs other duties and responsibilities related to those enumerated above which do not alter the basic level of responsibility of the position.
QUALIFICATIONS
Bachelor's degree in Computer Science, Information Systems, Management Information Systems or equivalent and three years of experience in a majority of the following areas: Windows operating systems, campus network infrastructure (Ethernet, TCP/IP, FDDI, and ATM), Web page development (HTML and CGI scripting), MS Office, Photoshop, and multimedia systems; installation of software on file servers, software and hardware installation; configuration and maintenance on PC or Macintosh platforms; excellent oral and written communication skills; ability to continuously update personal knowledge of cutting-edge technology; to identify advances that will enhance the educational environment; and to recommend changes in the utilization of technology where appropriate; some knowledge of Linux is preferred; supervisory experience is preferred; and training experience and experience in an academic environment are a plus. Experience in a call center environment is preferred. An equivalent combination of experience and credentials may also be considered.
APPLICATION INFORMATION
Interested candidates should submit: (1) a cover letter, (2) a current resume, and (3) names, titles, and contact information of three professional references. Email the materials as attachments (in Word or PDF format) to itjobs@southernct.edu. Please include "Technical Support Analyst" in subject line. Hard copy application will not be accepted. Review of applications will begin immediately and continue until the position is filled.
SCSU is an Affirmative Action/Equal Employment Opportunity employer. The University seeks to enhance the diversity of its faculty and staff. People of color, women and persons with disabilities are strongly encouraged to apply.
