Analyst User Support

Fort Bend Independent School District - Sugar Land, TX

Full-time - Entry Level

Sugar Land, TX

Educational Services

About the position

The Analyst User Support position at Fort Bend Independent School District is designed to provide effective use of Enterprise PC/IOS Client Management tools to enable remote trouble resolution or packetized application delivery. The role involves maintaining PC/IOS desktops, tablets, printers, and peripheral equipment. The successful candidate will troubleshoot hardware problems to isolate software conflicts and implement corrective actions, ensuring that all applications and operating systems are correctly configured and functioning properly. This position requires collaboration with customers and vendors on special applications, providing first-level remote support for cases transferred by the Customer Service Center, and assisting in other areas of the Technology Division as needed. Essential duties include configuring Light Weight Access Points, managing and maintaining PC/IOS desktop and tablet equipment primarily through remote assistance, and providing secondary on-site dispatch support. The Analyst will also provide technical support, maintenance, and installation of peripheral devices found in classrooms, instructional labs, and administrative office settings. Identifying problems, applying optimal solutions, and communicating resolutions to customers and management are key responsibilities. The role requires independent recommendations on additional hardware and software within district guidelines to meet unique customer needs. The Analyst will install and maintain software using enterprise management push tools, remote access tools, or on-site dispatch as necessary. Participation in project assignments within an operational environment is expected, along with maintaining project flow and responsiveness to institutional needs. The position also involves assisting customers and support personnel in resolving complex hardware, software, integration, and operating system-level problems in the desktop environment, including on-site asset installation and problem diagnosis/resolution. The Analyst will own assigned issues, maintain accurate incident tracking information, escalate issues to appropriate support departments, and follow up until a solution is found and customer satisfaction is achieved. Additionally, providing on-the-job training to co-workers in handling routine requests and coordination duties is part of the role.

Responsibilities

• Provide effective use of Enterprise PC/IOS Client Management tools for remote trouble resolution.
• Maintain PC/IOS desktops, tablets, printers, and peripheral equipment.
• Troubleshoot hardware problems to isolate software conflicts and implement corrective actions.
• Monitor desktop or tablet computing environments to ensure proper configuration and functionality.
• Work with customers and vendors on special applications and provide first-level remote support.
• Configure Light Weight Access Points, including Clean Air, Wireless Control System, and Network Control System.
• Manage and maintain PC/IOS desktop and tablet equipment primarily through remote assistance.
• Provide technical support, maintenance, and installation of peripheral devices in classrooms and offices.
• Identify problems, apply optimal solutions, and communicate resolutions to customers and management.
• Install and maintain software using enterprise management push tools or remote access tools.
• Participate in project assignments and maintain project flow responsive to institutional needs.
• Assist customers in resolving complex hardware, software, and operating system-level problems.
• Maintain complete and accurate incident tracking information via the institutional incident ticketing system.
• Provide on-the-job training to co-workers in handling routine requests.

Requirements

• Associate's Degree required; Bachelor's Degree preferred.
• High school diploma with 1-4 years of equivalent experience may be considered in lieu of degree requirement.
• Certification in MCDST, MCP, or relevant A+ Certification or Apple Certification preferred.
• Minimum of 1 year of business experience in support of desktop/mobile computing in a Windows/IOS environment.
• Experience with mobile devices such as notebooks, tablets, and smartphones.
• Ability to communicate effectively, both orally and in writing.
• Skill in installing and integrating classroom/administrative application programs.
• Excellent communication skills and customer service track record.
• Strong interpersonal skills to communicate with technical and non-technical users effectively.
• Experience with remote access tools and network client connectivity preferred.
• Experience with trouble ticket management systems preferred.
• Experience in an enterprise environment preferred.

Nice-to-haves

• Experience with remote access tools and network client connectivity.
• Experience with trouble ticket management systems.
• Experience in an enterprise environment.

Benefits

• On-the-job training
• Professional development opportunities
• Supportive work environment
• Collaboration with technology teams