Job Summary:
The Support Analyst provides technical assistance to end-users to ensure users are able to use technology resources efficiently. This position supports Yuma Union High School District #70 and Yuma Elementary School District #1.
Essential Job Functions:
- Respond to end-user support requests in a timely and professional manner.
- Troubleshoot and diagnose end-user support issues; and provide guidance and assistance to resolve issues.
- Escalate support issues to the appropriate IT personnel as necessary.
- Provide customer service, demonstrating professionalism and courtesy, over the phone, in-person, and via communications platforms (eg., email, chat, etc)
- Use resources (e.g., search engines, knowledge bases, wikis, documentation, forums, etc.,) to independently research problems and find resolutions.
- Collaborate with cross-functional teams, district personnel, vendors and service providers, etc., to improve support and resolve problems.
- Participate in meetings, training, conferences, projects, etc.
- Stay up-to-date on emerging technologies, support trends, cybersecurity practices, etc.
- Prepare reports and documentation related to providing IT support.
QUALIFICATIONS
Required (Education & Experience):
- High School Diploma or equivalent
- 1-year of experience providing information technology support.
Additional Eligibility Requirements:
Position Type & Work Schedule:
- Full-time, 8 hours a day, Monday - Friday
- 12 months
- May need to work during emergencies and occasionally on evenings and/or weekends.
Knowledge, Skills, and Abilities:
- Excellent verbal and written communication skills.
- Excellent interpersonal skills with a proven ability to collaborate with a team and establish effective working relationships.
- Excellent analytical and problem-solving skills.
- Knowledge of technology systems and support methods.
- Excellent organizational skills and attention to detail, with the ability to create plans and schedule activities to complete assigned work.
- Proficient with or able to quickly learn systems and support practices.
- Proficient with Google Workspace, Microsoft Office or similar software.
- Ability to adapt to changing work priorities; display technical aptitude; be attentive to detail; and work under time constraints.
- Ability to perform algebraic math; read and understand technical information; create documents; present information to others; and solve practical problems.
- Ability to utilize support tools (i.e., diagnostic tools and software, hand tools, power tools, cleaners, ladders, etc.).
Work Conditions:
- Be able to lift up to 25 lbs.
- Work with computer systems and electronics.
Note(s):
- Some travel between districts’ facilities.
- Benefit eligible
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