Title
Technology Support Analyst I - Overnight
Hiring Salary
This position is a pay grade 5. Please see Pay Grade Table at: https://pa-hrsuite-production.s3.amazonaws.com/116/docs/550174.pdf.
Occupational Category
Technical/Para-Professional
Division
Division of Academic Affairs
Educational and Experience Requirement
Associates Degree or sixty hours of college credit and two years of experience in related field required. Strong customer service experience and a working technical knowledge of both Windows and MacOS operating systems, internet browsers, Microsoft Office, and basic multimedia software, or in a related field is required. A combination of education, experience, and/or training that would produce the required knowledge and abilities could be considered.
Nature & Purpose of Position
Provides comprehensive support both of a technical and non-technical 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 instruction, direction and support to resolve issues escalated to the SHSU Online Support Desk. Provides technical support and guidance to users of the Blackboard Learning Management System (LMS) or associated third-party software. Proactively reviews software and hardware to seek ways to continually enhance the student and faculty experience. Provides training to faculty or students in one-on-one or group sessions. Participates in projects assigned to the SHSU Online Support Desk. Audits support desk data systems. Creates help guides/documentation and creates/maintains accurate reports. Provides guidance and instruction to student employees of the SHSU Online Support Desk. Performs other related duties as assigned.
Other Specifications
Ability to set priorities and procedures for accomplishing tasks in an ever changing environment. Develops solutions to seemingly new situations and issues on a regular basis. Works is of moderate technical complexity and problems are resolved based on knowledge from training, experience and/or college level courses. Policy interpretation is limited to situations which have been previously defined and where parameters have been established. Requires a high level of confidentiality and integrity. Receives general supervision/direction but requires the ability to work unsupervised to meet the goals of the Support Desk. Performs other related duties as assigned.
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.
Work schedule will be primarily overnight, on weekdays, between the hours of 11:00 pm – 8:00 am.
Full Time Part Time
Full Time
Quicklink
https://shsu.peopleadmin.com/postings/47694
