What are the responsibilities and job description for the Technology Support Analyst II position at Inside Higher Ed?
Requisition
202600155S
Title
Technology Support Analyst II
FLSA Status
Non-Exempt
Hiring Salary
This position is a pay grade 7. Please see Pay Grade Table at: https://pa-hrsuite-production.s3.amazonaws.com/116/docs/550174.pdf.
Occupational Category
Technical/Para-Professional
Department
SHSU Online
Division
Division of Academic Affairs
Open Date
05/22/2026
Open Until Filled
Yes
Educational And Experience Requirement
Bachelor’s Degree and two years’ experience required. Strong customer service experience and a working technical knowledge of both Windows and Mac operating systems, internet browsers, Microsoft Office, and basic multimedia software is preferred. 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 nontechnical 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 troubleshooting, resources and support needed to resolve technology support requests for users of the Blackboard Learning Management System (LMS) or associated third-party academic software. Creates and maintains support resources, how-to guides and/or other support documentation. Researches new methods of solving technical support problems. Audits support desk data systems to ensure data collected is accurate for reporting. Assists with routine quality assurance checks. Provides guidance, training and serves as a point of contact for ticket escalation for Support Desk student employees. Participates in projects assigned to the SHSU Online Support Desk. Attends weekly team meetings. Proactively reviews current operating protocols for process improvement. Develops technology training resources and facilitates skill building workshops. Assist with the facilitation of weekly team meetings. Responsible for analyzing Support Desk team data for usage and trends. Alongside the Support Desk Manager, create required individual and team reports. Performs other related duties as assigned.
Other Specifications
Excellent written and verbal communication skills. Must possess the ability to interact with varied audiences over various types of communication platforms. Requires the ability to work independently and to set priorities for accomplishing multiple tasks in an ever changing environment. Demonstrate the ability to stay current with industry trends, best practices and changes related to all supported academic technologies. Requires a high level of confidentiality and integrity.
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.
Full Time Part Time
Full Time
Quicklink
https://shsu.peopleadmin.com/postings/47355
EEO Statement
Sam Houston State University is an Equal Employment Opportunity Employer and Smoke/Drug-Free Workplace. All qualified applicants will receive consideration for employment without regard to race, creed, ancestry, marital status, citizenship, color, national origin, sex, religion, age, disability, or protected veteran status. The University takes seriously the initiative to ensure equal opportunity in the workforce and to comply with Title VII as interpreted by the U.S. Supreme Court. Sam Houston State University is an “at will” employer. Employees with a contract will have additional terms and conditions. Security-sensitive positions at SHSU require background checks in accordance with Education Code
202600155S
Title
Technology Support Analyst II
FLSA Status
Non-Exempt
Hiring Salary
This position is a pay grade 7. Please see Pay Grade Table at: https://pa-hrsuite-production.s3.amazonaws.com/116/docs/550174.pdf.
Occupational Category
Technical/Para-Professional
Department
SHSU Online
Division
Division of Academic Affairs
Open Date
05/22/2026
Open Until Filled
Yes
Educational And Experience Requirement
Bachelor’s Degree and two years’ experience required. Strong customer service experience and a working technical knowledge of both Windows and Mac operating systems, internet browsers, Microsoft Office, and basic multimedia software is preferred. 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 nontechnical 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 troubleshooting, resources and support needed to resolve technology support requests for users of the Blackboard Learning Management System (LMS) or associated third-party academic software. Creates and maintains support resources, how-to guides and/or other support documentation. Researches new methods of solving technical support problems. Audits support desk data systems to ensure data collected is accurate for reporting. Assists with routine quality assurance checks. Provides guidance, training and serves as a point of contact for ticket escalation for Support Desk student employees. Participates in projects assigned to the SHSU Online Support Desk. Attends weekly team meetings. Proactively reviews current operating protocols for process improvement. Develops technology training resources and facilitates skill building workshops. Assist with the facilitation of weekly team meetings. Responsible for analyzing Support Desk team data for usage and trends. Alongside the Support Desk Manager, create required individual and team reports. Performs other related duties as assigned.
Other Specifications
Excellent written and verbal communication skills. Must possess the ability to interact with varied audiences over various types of communication platforms. Requires the ability to work independently and to set priorities for accomplishing multiple tasks in an ever changing environment. Demonstrate the ability to stay current with industry trends, best practices and changes related to all supported academic technologies. Requires a high level of confidentiality and integrity.
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.
Full Time Part Time
Full Time
Quicklink
https://shsu.peopleadmin.com/postings/47355
EEO Statement
Sam Houston State University is an Equal Employment Opportunity Employer and Smoke/Drug-Free Workplace. All qualified applicants will receive consideration for employment without regard to race, creed, ancestry, marital status, citizenship, color, national origin, sex, religion, age, disability, or protected veteran status. The University takes seriously the initiative to ensure equal opportunity in the workforce and to comply with Title VII as interpreted by the U.S. Supreme Court. Sam Houston State University is an “at will” employer. Employees with a contract will have additional terms and conditions. Security-sensitive positions at SHSU require background checks in accordance with Education Code
- 51.215.