Technology Support Analyst II

Sam Houston State University; Huntsville (TX); On-site; USD 52,000 - 66,000; Full time

Job summary

Sam Houston State University in Huntsville, TX, seeks a Technology Support Analyst II to provide comprehensive technical and nontechnical support for the university’s Learning Management System and related third‑party software.

The role emphasizes customer service, desktop OS support (Windows/Mac), and collaboration with SHSU Online staff to maintain resources, create guides, and participate in team meetings and process improvements.

Qualifications

• Bachelor's degree in Computer Science or related field.
• Two years of related work experience required.
• Strong customer service experience and working knowledge of Windows and Mac OS, browsers, Microsoft Office, and basic multimedia software.

Responsibilities

• Provides troubleshooting and support for the Blackboard LMS and related software.
• Creates and maintains support resources and how-to guides.
• Researches new methods for solving technical support problems.
• Audits support desk data for reporting accuracy.
• Assists with quality assurance checks and ticket escalation.
• Participates in SHSU Online Support Desk projects and weekly meetings.
• Develops technology training resources and workshops.

Skills

Customer service

Windows & Mac

MS Office

Education

Bachelor's degree in Computer Science or related field

Tools

Blackboard LMS

Job description

Named after Texas's legendary hero, General Sam Houston, the university boasts a rich historical legacy that resonates with the spirit of Texas, which provides a balance between a peaceful, natural setting and proximity to urban amenities. With a student population of over 21,000, SHSU offers a vibrant and dynamic community. SHSU has a small town feel with large scale opportunities. Located in the Piney Woods region of East Texas and just an hour drive north of Houston, Huntsville provides area residents with a sense of community and belonging.

SHSU offers compelling options for individuals seeking a fulfilling and impactful career including a superior benefit package , competitive salaries and a flexible work environment fostering work/life balance. SHSU offers programs that support a healthy work-life balance, contributing to employee well-being and job satisfaction, as well as, professional development opportunities with our educational assistance and dependent assistance programs.

Posting Information

This position is security-sensitive and thereby subject to the provisions of the Texas Education Code §51.215, which authorizes the employer to obtain criminal history record information. Requisition 202600269S Title Technology Support Analyst II FLSA status Non-Exempt Hiring Salary This position is a pay grade 7. Please see Pay Grade Table at: https://pa-hrsuite-production.s3.amazonaws.com/116/docs/550174.pdf . Occupational Category Technical/Para-Professional Department SHSU Online Division Division of Academic Affairs Open Date 08/31/2026 Open Until Filled Yes Educational and Experience Requirement Bachelor's Degree in Computer Science or related field. Two years of related work experience required. Strong customer service experience and a working technical knowledge of both Windows and Mac operating systems, internet browsers, Microsoft Office, and basic multimedia software is preferred. A combination of education, experience, and training that would produce the required knowledge and abilities could be considered.

Nature & Purpose of Position

Provides comprehensive support both of a technical and nontechnical nature for the university’s Learning Management System and associated third-party software in support of Sam Houston State University’s online education efforts.

Primary Responsibilities

• Provides the necessary troubleshooting, resources and support needed to resolve technology support requests for users of the Blackboard Learning Management System ( LMS ) or associated third-party academic software.
• Creates and maintains support resources, how-to guides and/or other support documentation.
• Researches new methods of solving technical support problems.
• Audits support desk data systems to ensure data collected is accurate for reporting.
• Assists with routine quality assurance checks.
• Provides guidance, training and serves as a point of contact for ticket escalation for Support Desk student employees.
• Participates in projects assigned to the SHSU Online Support Desk.
• Attends weekly team meetings.
• Proactively reviews current operating protocols for process improvement.
• Develops technology training resources and facilitates skill building workshops.
• Assist with the facilitation of weekly team meetings.
• Responsible for analyzing Support Desk team data for usage and trends.
• Alongside the Support Desk Manager, create required individual and team reports.
• Performs other related duties as assigned.

Other Specifications

Excellent written and verbal communication skills. Must possess the ability to interact with varied audiences over various types of communication platforms. Requires the ability to work independently and to set priorities for accomplishing multiple tasks in an ever changing environment. Demonstrate the ability to stay current with industry trends, best practices and changes related to all supported academic technologies. Requires a high level of confidentiality and integrity.

Devotes approximately 40% of weekly work hours to providing learning technology support for faculty and students. Offers 24/7 technical and troubleshooting assistance to faculty, staff, and students across all TSUS schools participating in the Shared Services Project.

Full Time Part Time Full Time Position Number Quicklink https://shsu.peopleadmin.com/postings/48410

Equal Employment Opportunity

Sam Houston State University is an Equal Employment Opportunity Employer and Smoke/Drug-Free Workplace. All qualified applicants will receive consideration for employment without regard to race, creed, ancestry, marital status, citizenship, color, national origin, sex, religion, age, disability, or protected veteran status. The University takes seriously the initiative to ensure equal opportunity in the workforce and to comply with Title VII as interpreted by the U.S. Supreme Court. Sam Houston State University is an “at will” employer. Employees with a contract will have additional terms and conditions. Security-sensitive positions at SHSU require background checks in accordance with Education Code §51.215.

Required fields are indicated with an asterisk (*).

* How did you learn about this position?

• The Chronicle of Higher Education
• TWC - Work in Texas
• Inside Higher Ed
• Higher Ed Jobs
• HERC - Higher Education Recruitment Consortium
• SHSU Website
• SHSU Employee
• Other

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