What are the responsibilities and job description for the Tier 2 Technical Support Analyst position at Inside Higher Ed?
Founded in 1986, St. Charles Community College (SCC) has a reputation as one of the best two-year colleges in the state of Missouri. SCC's service area includes a six-county region with a population exceeding 540,000. SCC's main campus, located in Cottleville, has won architectural awards for its innovative, contemporary design. The college's Dardenne Creek Campus features the Center for Healthy Living and the Field to Table Institute. Opening Fall 2025, the Innovation West Campus located in Wentzville features the Regional Workforce Innovation Center. With a focus on innovation, St. Charles Community College is a leader in delivering high quality education in a state-of-the-art learning environment. The success of SCC is rooted in the mission of serving the community by "focusing on academic excellence, student success, workforce advancement, and life-long learning within a global society."
St. Charles Community College seeks a full-time Tier 2 Technical Support Analyst position will analyze and determine user software needs; ensure effective operation of audio visual for classroom and community events, and provide other high-level instructional and technical support for the academic and community functions of the College on the main campus and off-site location(s).
ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned:
Meets with users to determine specifications and network configurations needed for new and existing software.
Provides instructional and technical support to staff, faculty, and students for computers, AV needs, printing and other miscellaneous hardware and software.
Analyzes information (specifications compared to the workstations and network it will be installed on) and works with the vendor to resolve any technical issues.
Deploys images and reviews special policies or permissions that need to be setup. Verifies software license information.
Software installation on a network or standalone.
Set-up, troubleshoots and ensures connectivity to the network by proper configuration.
Record system documentation for technical procedures and/or training.
Set-up and performs testing of software on new operating systems.
Trainer for Tier 1 Technology Support Analysts.
Provides basic audio/visual equipment maintenance.
Provides media instruction for faculty, staff and community.
Installs, administers, and operates all audio/visual equipment, for all video production activities related to SCC. Including projectors, recorders, data projectors, distribution amplifiers, cameras, mixer/editor; photography equipment; overhead, slide and 16mm projectors; personal computer.
Manages the TV Studio and assists faculty with classroom activities, including instructional sessions with studio equipment (switcher, teleprompter, cameras, etc.)
Complies with IT procedure for reporting child pornography on SCC equipment.
Minimum Qualifications
Associate's degree from two-year College; or four years related experience and/or training; or equivalent combination of education and experience.
Experience deploying software to computers using SCCM, loading software, and basic hardware knowledge.
Understanding of Microsoft Windows Server environment including Active Directory, group policies, and permissions.
Experience documenting standard operating procedures, processes, and other administrative functions.
Self-motivated, task oriented, focused on resolving issues, and ability to function with minimal supervision.
Conceptual knowledge of network and physical security principles.
Preferred Qualifications
Experience with PowerShell is preferred.
Technical knowledge of a Windows and Mac operating system preferred.
Knowledge of Active Directory preferred.
Experience with audiovisual technology; including projectors, video equipment, Smartboards and document cameras preferred.
St. Charles Community College is an Equal Opportunity Employer.
St. Charles Community College seeks a full-time Tier 2 Technical Support Analyst position will analyze and determine user software needs; ensure effective operation of audio visual for classroom and community events, and provide other high-level instructional and technical support for the academic and community functions of the College on the main campus and off-site location(s).
ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned:
Meets with users to determine specifications and network configurations needed for new and existing software.
Provides instructional and technical support to staff, faculty, and students for computers, AV needs, printing and other miscellaneous hardware and software.
Analyzes information (specifications compared to the workstations and network it will be installed on) and works with the vendor to resolve any technical issues.
Deploys images and reviews special policies or permissions that need to be setup. Verifies software license information.
Software installation on a network or standalone.
Set-up, troubleshoots and ensures connectivity to the network by proper configuration.
Record system documentation for technical procedures and/or training.
Set-up and performs testing of software on new operating systems.
Trainer for Tier 1 Technology Support Analysts.
Provides basic audio/visual equipment maintenance.
Provides media instruction for faculty, staff and community.
Installs, administers, and operates all audio/visual equipment, for all video production activities related to SCC. Including projectors, recorders, data projectors, distribution amplifiers, cameras, mixer/editor; photography equipment; overhead, slide and 16mm projectors; personal computer.
Manages the TV Studio and assists faculty with classroom activities, including instructional sessions with studio equipment (switcher, teleprompter, cameras, etc.)
Complies with IT procedure for reporting child pornography on SCC equipment.
Minimum Qualifications
Associate's degree from two-year College; or four years related experience and/or training; or equivalent combination of education and experience.
Experience deploying software to computers using SCCM, loading software, and basic hardware knowledge.
Understanding of Microsoft Windows Server environment including Active Directory, group policies, and permissions.
Experience documenting standard operating procedures, processes, and other administrative functions.
Self-motivated, task oriented, focused on resolving issues, and ability to function with minimal supervision.
Conceptual knowledge of network and physical security principles.
Preferred Qualifications
Experience with PowerShell is preferred.
Technical knowledge of a Windows and Mac operating system preferred.
Knowledge of Active Directory preferred.
Experience with audiovisual technology; including projectors, video equipment, Smartboards and document cameras preferred.
St. Charles Community College is an Equal Opportunity Employer.