IT Support Analyst

$55,000 - $60,000/Yr

TCS Education System - Washington, DC

Full-time - Entry Level

Onsite - Washington, DC

1-10 employees

Educational Services

About the position

The Community Solution Education System is currently seeking an IT Support Analyst for our member college, The Chicago School. This position is integral to the onsite support team and will work closely with the IT Department at The Community System. The primary responsibility of the IT Support Analyst is to assist faculty, staff, and students in effectively utilizing technology. This involves responding to end-user problems and performing proactive outreach and training to ensure that all users are comfortable and proficient with the technology available to them. The role requires extensive proactive maintenance and repair of audio/visual (A/V) equipment used across the network in classrooms, labs, and offices. Additionally, the Support Analyst will provide necessary support for specific events, including high-profile events at the college. The position is structured to be 50% Help Desk and 50% Desktop Support during the regular work schedule, but will shift to 100% desktop support on a temporary schedule. The work schedule is set for Saturday, Sunday, Monday, and Tuesday from 8 AM to 6 PM, with a temporary work schedule from Monday to Friday, 9 AM to 5 PM, until October 25th. This position is strictly on-site at 901 15th St NW, Washington DC, with no remote work options available. The IT Support Analyst will be expected to provide excellent customer service while utilizing technical, analytical, and communication skills to accurately identify client needs and deliver effective solutions. Responsibilities include troubleshooting and resolving workstation and classroom technology issues, acting as an educator and coach to help college staff, faculty, and students adopt and use core institutional technologies effectively, and contributing to the development and implementation of training materials and programs that promote the use of technology. The analyst will also follow the established incident management process, maintain accurate records in the Service Desk ticketing system, respond to requests in line with Service Level Agreements, and participate in special projects and other duties as assigned.

Responsibilities

• Provide excellent customer service while using technical, analytical and communication skills to accurately identify client needs and provide effective solutions.
• Troubleshoot and resolve workstation and classroom technology problems.
• 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.
• Follow the established incident management process and maintain complete, accurate and timely records in the Service Desk ticketing system for all client support activities.
• Respond to and fulfill requests to meet Service Level Agreements.
• Participate in special projects and other duties as assigned.

Requirements

• Bachelor's degree or equivalent job experience required.
• At least 2 years of experience providing desktop and audio-visual support.
• Excellent troubleshooting and critical thinking skills.
• Excellent interpersonal, verbal and written communication skills with the ability to translate technical concepts into user-friendly English.
• Strong customer service skills; patience, attentiveness and the ability to use positive language.
• Proficiency with the Windows Operating System, iOS, Android, Office365, Active Directory, Teams, Zoom, Outlook, and multiple browsers.
• Understanding of networking concepts and the ability to troubleshoot network printing and wireless client issues.
• Experience with audio visual technology; videoconferencing equipment.
• Ability to work in and foster a collaborative team environment.
• Ability to work flexible shifts, which may include evenings and/or weekends and peak periods including, but not limited to the beginning of each semester and service launch dates.
• Excellent follow-through and attention to detail.

Nice-to-haves

• CompTIA A+, Server+, or Security + certification preferred but not necessary.

Benefits

• Generous paid time-off
• Medical and dental insurance coverage
• Life and disability insurance
• Retirement plan with employer contribution
• Multiple flexible spending accounts
• Tuition reimbursement