Technology Support Analyst II

Sam Houston State University; Huntsville (TX); On-site; USD 52,000 - 74,000; Full time

Job summary

Sam Houston State University is seeking a Technology Support Analyst II to provide comprehensive support for the university’s Learning Management System (Blackboard) and related third‑party software. You will troubleshoot requests, create guides, and assist with quality assurance and data reporting.

The role requires a Bachelor’s degree in computer science or a related field and at least two years of related experience, with strong customer service skills and proficiency in Windows, MacOS,

Qualifications

• Bachelor’s Degree in Computer Science or related field.
• Two years of related work experience required.
• Customer service experience and working knowledge of Windows and Mac operating systems, browsers, Office, and basic multimedia software preferred.

Responsibilities

• Troubleshoots and resolves technology support requests for the LMS (Blackboard) and third‑party software.
• Creates and maintains support resources and how‑to guides.
• Researches new methods for solving technical issues and audits support data for reporting.
• Provides guidance, training, and escalation support for student workers on the SHSU Online Support Desk.
• Participates in SHSU Online projects and attends weekly team meetings.
• Develops training resources and facilitates skill‑building workshops.
• Analyzes Support Desk data for usage and trends and helps generate reports.

Skills

Customer service

LMS support

Troubleshooting

Education

Bachelor’s Degree in Computer Science or related field

Two years of related work experience

Tools

Windows

MacOS

Microsoft Office

Basic multimedia software

Job description

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

Quicklink

https://shsu.peopleadmin.com/postings/48410

EEO Statement

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.
Annual Security and Fire Safety Report