What are the responsibilities and job description for the User Support Analyst I (TRC) position at Ozarks Technical Community College?
JOB TITLE: USER SUPPORT ANALYST I DEPARTMENT: INFORMATION TECHNOLOGY
SALARY RANGE: $50,000 - $58,000 FLSA: NON-EXEMPT
IMMEDIATE SUPERVISOR: Coordinator User Support
SCHEDULE DETAILS: Full-time/12 month position/PEERS
Position Summary
The User Support Analyst I is an entry-level position that is responsible for assisting faculty, students and staff with technical issues, primarily via phone or in person. The User Support Analyst I 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.
Essential Job Duties
Must be capable of lifting 40 lbs. to a height of 42” and carrying the weight a distance of 10’.
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.
SALARY RANGE: $50,000 - $58,000 FLSA: NON-EXEMPT
IMMEDIATE SUPERVISOR: Coordinator User Support
SCHEDULE DETAILS: Full-time/12 month position/PEERS
Position Summary
The User Support Analyst I is an entry-level position that is responsible for assisting faculty, students and staff with technical issues, primarily via phone or in person. The User Support Analyst I 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.
Essential Job Duties
- Assist faculty, students and staff with technical issues.
- Install software and hardware.
- Monitor ticket queues to ensure timely incident resolution.
- Prioritize tickets and effectively escalate issues to the appropriate IT Team.
- Troubleshoot hardware/software, and interface problems for computers, printers, media equipment and other networked devices.
- Register new hardware, upgrade hardware, and initiate warranties as required.
- 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.
- Assist with operational and administrative updates to the appropriate databases.
- One year of customer service experience.
- 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).
- 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.
- Previous computer/software, help desk or call center experience.
- Comp TIA Network or A Certification.
- Experience with Colleague.
- Experience working within a collegiate setting.
- Medical insurance coverage for employees through the CoxHealth network at no cost to employees.
- Dental, LTD and group life insurance coverage for employees at no cost to employees.
- Access to the on-site OTC Health and Wellness Clinic at no cost for employees and their dependents.
- Use of the OTC fitness center at no cost to employees.
- Twelve (12) tuition free college credit hours per fall and/or spring semester and six (6) college credit hours per summer term for employees and/or their dependents.
- College matches the employee PSRS/PEERS retirement at 14.5% or 6.86%
Must be capable of lifting 40 lbs. to a height of 42” and carrying the weight a distance of 10’.
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.
Salary : $50,000 - $58,000
