TEST SBSupport Analyst (IT-Client Services)

Moraine Valley Community College; Palos Hills (IL); On-site; USD 45,000 - 65,000; Full time

Job summary

Moraine Valley Community College is seeking a Support Analyst responsible for troubleshooting, diagnosing, and repairing computing-related issues. You will assist in maintaining advanced client services systems and provide high levels of customer service while responding to tech tickets.

The role requires knowledge of operating systems, effective communication skills, and a commitment to support educational success. Join a dedicated team focused on enhancing technology for both faculty and students.

Qualifications

• Knowledge of operating system concepts and operation.
• Familiarity with programs, languages, and supported software packages.
• Above average communication skills.

Responsibilities

• Troubleshoot, diagnose, and repair computing-related problems.
• Assist in maintaining advanced high-level client services systems.
• Provide high customer service levels and respond to trouble tickets.

Skills

Troubleshooting

Customer service

Communication

Analytical skills

Job description

Duties

Under direction, the Support Analyst is responsible for troubleshooting, diagnosing, and repairing of computing-related problems. As part of the USS Technical Team, this position will assist in maintaining advanced high-level client services systems, such as VDI, SCCM, AD settings, Life Cycle Management, Copier/Pay-to-print, classroom technologies. The primary focus is on field repair and onsite troubleshooting working directly with users providing high customer service levels and responding to trouble tickets/email or walk-ins. Will be assigned to fill in on phone duty when needed. The Support Analyst is dedicated to the learning college concepts by developing programs and facilitating activities that promote student success and lifelong learning.

1. Assists with maintaining all college computer-related equipment inventory.
2. Assists with maintaining the ticketing system, provides thorough comments and descriptions when using a ticketing system, and is responsible for completing field tickets.
3. Assists personnel and other departments in the training of faculty and staff on new hardware and software.
4. Assists with quotes and materials for preparing purchase requisitions.
5. Assists with maintaining compliance with the college’s software licensing.
6. Assists with User Support Services (USS) projects using all USS troubleshooting tools and methods.
7. Assists with the installation and testing of technological equipment for curriculum and administrative use, the loading, configuring of operating systems, patching, and upgrades and updates on equipment.
8. Assists with the execution of college computing governance and client security.
9. Assists with the repairs, upgrades, and Life Cycle Management of all computing devices and labs.
10. Installs any IT related devices, including but not limited to computers, printers, copiers, etc., and assists users anywhere on campus, including remote sites.
11. Assists with maintaining academic classroom lab software and images.
12. Responsible for assisting multiple support servers, including maintenance and upgrades (including but not limited to – VDI, SCCM, Printer, Microsoft, Apple, etc.).
13. Maintains and configures group policies and desktop control software.
14. Provides support for all computer-based media software and hardware and all audiovisual setups, phone problems, and network connectivity issues.
15. Assists with data analysis and preparing reports of all computer-based equipment owned by the college.
16. Assists with maintaining current and up-to-date documentation of all procedures, guidelines, and information regarding specialized software installs that are purchased by the college.
17. Performs other duties as assigned.

Qualifications

Knowledge of operating system concepts and operation. Familiarly with programs, languages, and supported software packages. Above average communication skills with ability to collaborate. Knowledge of personal computing hardware components. Demonstrated analytical ability to logically approach problems.