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Support Analyst

Company/organization: Ozarks Technical Community College
Contact: Human Resources
Email:
Phone: 417-447-2635
Website: http://jobs.otc.edu/

Department:  Information Technology

Salary Range:  $24,000 - $44,000                                                                          

FLSA: Non-Exempt

Immediate Supervisor:  Director of IT Help Desk

Schedule Details:  Full-time/12 month position/PEERS

Position Summary

The Support Analyst is responsible for assisting faculty, students and staff with technical issues via phone, email and chat.   The Analyst will also provide technical support for college and community events.  Other major responsibilities include maintenance, software installation and first-level problem resolution for computers and printers. This position will oversee the installation of classroom and network connections for all computer-related equipment on campus.

Essential Job Duties

  • Manage IT Help Desk services and part-time staff.
  • Hire and train all IT Help Desk and lab staff. Develop training materials for these areas.
  • Assist faculty, students and staff with technical issues via phone, email and chat.
  • Maintain and update the software inventory and documentation library.
  • Assist with the ticket tracking software.
  • Oversee the periodic preventative maintenance of computers, printers, and peripheral equipment.
  • Oversee general operation, providing technical support to classrooms and faculty/staff offices.
  • Assist and install, troubleshoot hardware/software, and interface problems for computers, printers, and other networked devices.
  • Register and upgrade hardware, initiate equipment warranty services, and interface with vendor technical support.
  • Exhibit exemplary attendance and punctuality.
  • Comply with college policies and procedures.
  • Perform other duties as assigned, including attending college functions, serving on committees and attending community events.

Non-Essential Job Duties

  • Assist with operational and administrative updates to the appropriate databases.

Required Knowledge, Skills & Abilities

  • Associate degree from a regionally accredited institution of higher learning.
  • Two years of customer service experience.
  • One year of experience troubleshooting microcomputers, software and printers.
  • Ability to work well with others.
  • Strong oral and written communication skills.
  • Ability to use information technology for professional productivity (such as Microsoft Office Suite).

Preferred Knowledge Skills & Abilities

  • Bachelor’s degree from a regionally accredited institution of higher learning.
  • Four years of customer service experience.
  • Three years of experience troubleshooting microcomputers, software, and printers.
  • Previous computer/software, help desk or call center experience.
  • Comp TIA Network+ or A+ Certification.
  • Experience with cable termination and testing, troubleshooting and repairing printers.
  • Experience with System Management Software.
  • Experience with Colleague.
  • Experience working within a collegiate setting.

PHYSICAL DEMANDS AND WORKING ENVIRONMENT: (The conditions herein are representative of those that must be met by an employee to successfully perform the essential functions of this job.)

Environment: Work is performed primarily in a standard office setting with frequent interruptions and distractions.  Requires extended periods of time viewing computer monitor or standing; may require adjustment of schedule to include some evening and/or weekends; may encounter occasional exposure to inclement weather during travel. 

Physical: Primary functions require sufficient physical ability and mobility to work in an office setting; to stand or sit for prolonged periods of time; to lift, carry, push, and/or pull light to moderate amounts of weight; to operate office equipment requiring repetitive hand movement and fine coordination including use of a computer keyboard. 

***OZARKS TECHNICAL COMMUNITY COLLEGE RESERVES THE RIGHT TO MODIFY, INTERPRET, OR APPLY THIS JOB DESCRIPTION IN ANY WAY THE INSTITUTION DESIRES.  THIS JOB DESCRIPTION IN NO WAY IMPLIES THAT THESE ARE THE ONLY DUTIES, INCLUDING ESSENTIAL DUTIES, TO BE PERFORMED BY THE EMPLOYEE OCCUPYING THIS POSITION.  THIS JOB DESCRIPTION IS NOT AN EMPLOYMENT CONTRACT, IMPLIED OR OTHERWISE.  THE EMPLOYMENT RELATIONSHIP REMAINS “AT-WILL.”  THE AFOREMENTIONED JOB REQUIREMENTS ARE SUBJECT TO CHANGE TO REASONABLY ACCOMMODATE QUALIFIED DISABLED INDIVIDUALS.

Application Information

Qualified applicants should submit the following documents:

  • OTC Application for Employment
  • Cover letter detailing how you meet the requirements
  • Your professional resume
  • Copy of college transcripts

The College:

Ozarks Technical Community College’s primary mission is to provide accessible, high quality, affordable technical and general education that is responsive to the educational needs of the community and its diverse constituencies.

Ozarks Technical Community College prohibits discrimination and harassment and provides equal opportunities in its admissions, educational programs, activities, and employment regardless of race, color, religion, gender, national origin, age, marital status, sexual orientation, political affiliation, veteran status, and disabilities that include HIV and AIDS, and medical conditions. Bona fide occupational qualifications will be allowed in those instances where age, gender, or physical requirements apply to the appropriate and efficient administration of the position.

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