IT Operations & Support Analyst II

LC State invites applications for the position of IT Operations & Support Analyst II

Salary and rank based on experience and qualifications: $28.56 per hour

Required Qualifications:

1. Three (3) years of experience in providing technical support
2. Strong problem-solving and analytical thinking skills.
3. Effective time management and ability to prioritize tasks.
4. Excellent written and verbal communication skills.
5. Experience working independently and in a team environment
6. Ability to lift 50 lbs.

Preferred Qualifications:

1. Bachelor's Degree from a regionally accredited college or university in Computer Science, Information Security, Networking, or related field.
2. Experience in higher education.
3. Five years of experience providing technical support in a complex environment.
4. Five years of experience providing technical support in a mixed Mac and PC environment.
5. Project management expertise.
6. Experience working with network protocols such as IP address schemas, DNS, DHCP, and directory services.
7. Working knowledge of MDM Administration & App Deployment through systems like Jamf and Intune.
8. Experience independently evaluating and defining customer/system needs and recommending and implementing new IT solutions; recommending the installation and use of applications and system software.
9. Experience in troubleshooting and issue resolution, including the development of scripts using PowerShell and batch (.bat) files.
10. Experience creating user support materials, including written and video materials.

Responsibilities:

1. Oversees and performs technical support and system administration for end-user devices, servers, hardware and software, and networks; resolves communications and device connectivity problems.

2. Serves as IT consultants and advisers to staff and management on system needs, operation, and telecommunications problems, and requests for services; identifies opportunities and develops custom programs and scripts to automate processes, extract information, or perform routine functions and tasks in both desktop and server environments.

3. Individually, or when leading technical teams, installs and maintains hardware and software products, and configures computers and network equipment according to defined standards; as assigned, defines system standards and procedures.

4. Maintains knowledge of and documents vendor licensing portals, maintains awareness of software upgrades; plans for any major changes to end-user software versions or licensing; designs and implements data backup and recovery procedures for identified end-users devices.

5. Installs technology infrastructure equipment including technology support equipment, desktop computers, mobile devices, networking equipment, and servers; actively participates in projects, as needed, involving departmental or cross-functional teams.

6. Identifies, evaluates, and corrects hardware, software, and operations problems, and monitors and troubleshoots end-user devices' network system performance.

7. Provides in-depth troubleshooting at Tier II or Tier III level on desktop, tablet, and mobile operating systems, printing, file storage, and common departmental applications in a remote support environment; provides root cause analysis and develops solutions to prevent future problems.

8. Working with procurement assists with site-licensed software renewals, maintains vendor licensing knowledge, and maintains licenses on a central licensing server.

9. Provides technical support and training to users and technical staff; provides problem escalation with vendors.

10. Understand security principles as they relate to desktops, tablets, and mobile devices.

11. Maintains security awareness related to systems providing services consumed by end-users and assists with remediation of security concerns; uses prescribed Incident, Change, and Problem Management systems.

12. Performs other duties as assigned.

13. Additional duties include direct and indirect activities to support recruitment and retention of students.

Application Procedure: Please upload all of the following documents or your application may not be considered for review.

• Cover Letter/Letter of Interest
• Resume/Curriculum Vitae
• Contact Information or Letters for three (3) Professional References

This position is open until filled; however, applications received on or before March 15, 2025, will receive first consideration. Posting will remain open until a suitable pool of candidates is identified.

This position is subject to the successful completion of a criminal background check and may also be subject to an education verification. LC State is an EEO/VETS employer.

Salary : $29