Technology Support Analyst

The role of this position is to provide a single point of contact for end users to receive support James Sprunt Community College. The ideal candidate will possess the ability to install, configure and support Microsoft Office 365 applications, as well as basic knowledge of networking principles related to desktop and server hardware. Strong analytical and troubleshooting knowledge and experience is a must. Employee will work in a team-oriented, collaborative environment where excellent written and oral communication skills are necessary. Consistent reliability during standard business work hours, occasional off-hours availability, along with participation in an on-call rotation is required.

Will conduct analytical work providing consultation, support, and/or training to end-users/clients of computer or other technology- based systems. Employees may provide technical support of hardware, applications, operating systems, and networking. This function requires a broad understanding of a variety of technologies to effectively support end-users/clients. These employees are not usually involved in application development or network design, but may participate in system integration and network analysis activities. This work requires strong communication skills, and ability to effectively interact with a broad range of end-users/clients and an ability to use a variety of technical resources for providing this support. Employees at this level may provide routine and non-routine support for a wide range of technologies, or may provide in-depth support for a more narrowly-defined area of technology. These employees may be responsible for oversight of programs or projects.

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. This list is meant to be representative, not exhaustive. Some incumbents may not perform all the duties listed while in other cases related duties may also be assigned. Reasonable accommodations may be made to enable individuals with disabilities: 

• To Install, upgrade, support, and troubleshoot, computer hardware, Windows 10 OS, and 2016 as well as other authorized desktop applications and peripheral equipment

• Perform general preventative maintenance tasks on computers, laptops, printers, and any other authorized peripheral equipment unless prohibited by existing customer warranties

• This includes installing, diagnosing, repairing, maintaining, and upgrading hardware and equipment (including but not limited to PCs, laptops, printers, and scanners) to ensure optimal performance

• Actively take ownership of help desk tickets and problems assigned, accurately record work performed and troubleshoot issues (in person, by telephone, or via remote access) in a timely fashion

• Design, implement and support Office 365 and related technologies including but not limited to, Exchange Online, Exchange Server, Skype for Business, Active Directory and Active Directory Federation Services (ADFS), Directory Synchronization, SharePoint, OneDrive for Business and Azure AD

• Serve as primary O365 administrator, 3000+ user environment

• Lead meetings to O365 changes MS releases around each O365 product including Exchange Online, Skype for Business, SharePoint, etc.

• Maintain PowerShell scripts used to manage\support the O365 environment

• Work hours comprise of yet not constrained to 11am – 8pm Monday – Thursday and 8am – 5pm on Friday

• Provide end-to-end root cause analysis and assistance for issues related to Exchange and Office 365

• Provide 24*7 support of critical systems in a rotating on-call environment

• Acts as an escalation point for Tier 1/2 Help Desk support

• Engage with vendors where needed on complex incidents within the domain

• Updates knowledge base and/or support WIKI articles based on identification of new process. Leads continuous improvement streamlining of existing admin processes.

• Demonstrates a range of technical understanding to independently resolve routine and non-routine issues on software issues and/or hardware.

• Technical knowledge to update and maintain integrity of tables and security

• Ability to document solutions that solve client problems and clearly presents these solutions.

• Knowledge and skills from a range of technologies to address work assignments. 

• Ability to work independently on tasks, develops own work, schedule and monitors progress against defined parameters.

• Ability to perform job with minimal supervision.

• Ability to manage technical projects involving own work and under minimal supervision.

• Demonstrates initiative in solving problems associated with projects and daily work.

• Substantial working knowledge as demonstrated by an understanding and use of the principles, theories and practices pertinent to area of responsibility.

• Ability to mentor or train peers and others.

• Ability to consult with clients and other IT professionals to resolve technical problems and ensure client satisfaction.

• Proactively verifies problem resolution
   

• Demonstrated experience with O365 migrations, specifically Exchange (2007/10/13) to Exchange Online, and ideally SharePoint.
• Demonstrated experience with cloud technologies and the Microsoft collaboration stack; ADFS, DirSync, Azure AD Sync, SharePoint Online, Exchange Online and Skype for Business
• Strong Office 365 Administration skills
• Ability to communicate and present concepts effectively across multiple constituencies to support organizational objectives
• Six month experience with Windows Deployment Services (WDS)

   

Education/Skills

Required:  Associate's Degree in Information Technology or related field 

Preferred:  Bachelor's Degree in Information Technology or related field, Career 
                               Readiness Certificate (CRC)      
PLEASE NOTE: COPIES OF UNOFFICIAL TRANSCRIPTS SHOWING NAME OF COLLEGE AND DATE DEGREE AWARDED AND/OR CONFERRED IS REQUIRED IN ORDER TO QUALIFY. PLEASE HAVE THESE DOCUMENTS READY TO UPLOAD WHEN APPLYING.

Experience

Required:  Minimum of 5 years' experience in Higher Education or K - 12 in Information Technology desktop support. 

Preferred: Community college experience