IT Support Analyst – HigherEdJobs | #education | #technology | #techjobs


Position Overview

The IT Support Analyst II for Shared Services is responsible for all of the technology support
needs of the faculty, staff, and students at Bay State College. The IT Support Analyst II’s primary responsibilities include helpdesk system
management, end-user troubleshooting & issue resolution, classroom technology management, hardware & software inventory management,
end-user orientation and training, and special project work as designated by members of the technology team.

The IT Support Analyst
II will need to provide an exceptionally high level of customer service to the faculty, staff, and students at Bay State College. The IT
Support Analyst II should have a strong understanding of ITSM concepts and possess a high level of proficiency in managing incoming support
issues and multiple priorities. To be successful in the role will require strong communication and teamwork skills in addition to being
energetic, pro-active, and possess strong attention to detail.

The IT Support Analyst II will be located on campus in Boston, MA,
with travel to the Taunton, MA campus at least once per week. The IT Support Analyst II will report directly to the Chief Information
Officer.

Responsibilities

  • Bay State College Helpdesk System Management
    • Primary contact
      for end-user technology related issues
    • Ensure timely resolution and/or escalation of all technology related helpdesk tickets
    • Effective and timely communication to end-users in need of technology assistance
  • Management of Student Helpdesk
    Technicians
    • Ensure uninterrupted coverage of 8AM to 5PM M-F Student Helpdesk Technician schedule
    • Day to day oversight
      of Student Helpdesk Technicians
    • Ongoing professional development of Student Helpdesk Technicians
  • End-User
    Troubleshooting & Issue Resolution
    • Resolution of Tier 1 and Tier 2 technical support issues
    • Resolution or
      escalation of Tier 3 technical support issues
  • Classroom Technology Management
    • i.e., projectors, smart boards,
      cameras, A/V equipment
    • Primary contact for all classroom audio/visual equipment
    • Resolution of faculty
      hardware, software, or account issues that occur while teaching
  • Hardware & Software Inventory Management
    • i.e.,
      laptops, desktops, thin-clients, printers, phones, etc.
    • Configuration, maintenance, and troubleshooting of College
      hardware
    • Maintain user accounts for network, email, phones, and any other system access
    • Comprehensive asset management of
      all hardware and software owned by the College
    • Ensure the orderly storage of department equipment (i.e., new, used, and to be
      recycled)
  • End-user Orientation & Training
    • Delivery by written, video-recorded, and/or live training online,
      in-person group, and/or 1:1
    • Provide new employee IT Orientation (i.e., account onboarding, equipment delivery,
      training, etc.)
    • Provide end-users beginner to intermediate technology training
    • Ongoing development of online IT
      Knowledgebase documentation for end-user self-help
  • Special Project Work
    • Assist IT Team with technology projects
      beyond IT Support
    • Other duties as assigned

Technical Experience

  • Strong technical
    expertise with a wide range of technologies, including but not limited to:
    • Windows OS, particularly Windows 10 and associated
      hardware
    • Microsoft 365 and Microsoft Office Suites
    • Audio/visual Equipment (i.e., projectors, smart boards, cameras, audio,
      etc.)
    • Basic networking skills (i.e., LAN, WLAN, OS troubleshooting, etc.)
  • Proficiency with hardware diagnosis and
    repair
  • Experience with Active Directory Account Management
  • Familiarity with LMS systems (i.e., Canvas, Blackboard, Moodle,
    etc.)
  • Familiarity with Mac OS and iOS

Qualifications

  • 3-5 years’ experience in an
    IT user support role
  • Four-year college degree, or a combination of education and relevant experience
  • Strong interpersonal
    and problem-solving skills in a diverse environment
  • Demonstrated ability to work calmly, professionally, and with attention to
    detail with a solid focus on client service
  • Excellent communication skills, both written and verbal
  • Ability to juggle
    multiple, and often conflicting priorities, while working independently in a fast-paced environment
  • Ability to work independently
    in a fast-paced and mission-driven environment
  • Bilingual language is a plus

Working Conditions

  • Sedentary work. Exerting up to 10 to 15 pounds of force occasionally and/or a negligible amount of force frequently or constantly
    to lift, carry, push, pull or otherwise move objects. Stooping and bending the body downward and forward.
  • Normal office conditions.
    Must be available to work a flexible schedule.
  • Travel is primarily local during the business day. May require travel to other
    locations occasionally.

Benefits and Perks

  • Medical, Vision, and Dental
  • Life, AD&D,
    Short, and Long-Term Disability
  • Paid Vacation Time, Sick Time, and Holidays

Pre-Hire Process

  • Must be authorized to work in the United States
  • Ambow Education USA does not provide employment sponsorship

How to Apply

Interested and qualified candidates should email a current resume and cover letter to HumanResources@baystate.edu. Please include IT Support
Analyst II and your full name
in the subject line. No phone calls please.

About Ambow Education USA

Ambow Education USA has a mission to redefine the way higher education operates and services its community. Formed in 2020 following the
acquisition of Bay State College (Boston) in 2017 and NewSchool of Architecture & Design (San Diego) in 2020, Ambow Education plays an
integral part in the delivery of critical services to students, faculty, and staff.

The ever-changing landscape of higher education
provides great opportunities to seek better ways to serve students, faculty, and staff. Ambow Education USA Shared Service is pursuing such
opportunities to engage educational leaders from varied disciplines for their visionary, innovative, and strategic thinking to build a
best-in-class shared service organization. Our goal is to deliver cost effective operational services, first class customer/user experiences
and valuable insight into business performance.


The College is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, gender identity, sexual orientation, pregnancy, and pregnancy-related conditions, or any other characteristic protected by law.



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