Distance Learning Tech Support Analyst I

Sam Houston State University

Huntsville (TX)

On-site

USD 42,000 - 52,000

Full time

14 days+

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Job summary

Sam Houston State University is seeking a Technology Support Analyst I for the Distance Education Professional Development Center (DEPDC). This full-time, temporary role provides frontline technical assistance to adult learners and AEL providers, troubleshooting hardware, software, and learning platforms, and documenting issues in the ticketing system.

The ideal candidate has an Associate’s degree in IT or related field and two years of IT help desk experience; a Bachelor’s preferred.

Qualifications

Associate’s degree in information technology, instructional technology, computer science, business, or a related field required.
Bachelor’s degree preferred.
Two years of experience in technical support or related areas required.
Experience with help desk or call center environments and ticketing systems preferred.
Experience supporting distance learning platforms or educational technology systems desirable.

Responsibilities

Responds to incoming technical support requests via phone, email, chat, or ticketing system.
Troubleshoots and resolves basic issues related to hardware, software, and learning platforms.
Documents interactions, steps, and resolutions in the ticketing system.
Escalates complex issues to senior analysts as appropriate.
Provides clear guidance to users with varying digital literacy.
Supports webinars, virtual trainings, and statewide events with real-time tech assistance.