Job Details

Requisition: 202600167S

Title: Technology Support Analyst I

FLSA status: Non-Exempt

Hiring Salary: This position is a pay grade 5. 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: 06/09/2026

Open Until Filled: Yes

Educational and Experience Requirement

Associate’s degree in information technology, instructional technology, computer science, business, or a related field required. Bachelor’s degree preferred. Two years of experience in technical support, call center operations, customer service, IT help desk support, instructional technology support, or related areas required. Experience supporting distance learning platforms, digital tools, or educational technology systems is desirable. A combination of education, experience, and training that produces the required knowledge and abilities may be considered.

Nature & Purpose of Position

Supports the operational administration, maintenance, and continuous improvement of enterprise academic and instructional technology systems managed by SHSU Online. Assists in the administration and support of Blackboard Learn and a broad portfolio of integrated teaching and learning technologies used across the university system. Works within the Blackboard Administration team to support system functionality, user and account management processes, software integrations, operational troubleshooting, platform configuration activities, and technology lifecycle support.

Primary Responsibilities

Assists in the operational administration and support of Blackboard Learn and enterprise academic technology systems managed by SHSU Online. Supports system functionality, platform operations, user management processes, and integrated teaching and learning technologies. Troubleshoots and analyzes technical issues related to enterprise applications, software integrations, authentication services, permissions, account provisioning, and data management processes. Serves as an internal escalation point for technical issues referred from frontline support teams and institutional stakeholders. Assists with management and operational support of platforms such as Blackboard Learn, Simple Syllabus, LinkedIn Learning, and other integrated academic technologies. Supports user account provisioning, role management, permissions administration, and data integrity processes across supported systems. Participates in testing, validation, and implementation activities related to software updates, integrations, patches, and new technology deployments. Documents troubleshooting processes, operational procedures, configurations, and technical support activities within designated systems and knowledge repositories. Assists in monitoring recurring technical issues, identifying trends, and recommending operational improvements to enhance system reliability and user experience. Collaborates with internal technical teams, vendors, and institutional stakeholders to support enterprise technology operations and initiatives. Maintains working knowledge of supported enterprise applications, integrations, security practices, and academic technology environments. Participates in professional development activities related to enterprise systems administration, instructional technologies, and emerging digital learning tools. Serves as an internal escalation resource for complex technical issues referred from frontline support teams and institutional stakeholders. Performs other duties as assigned.

Other Specifications

Responsibilities include assisting with enterprise application support, troubleshooting system and integration issues, supporting data and user management practices, documenting operational procedures, testing platform updates and enhancements, and helping maintain reliable and secure technology operations across supported systems. Requires strong analytical and technical problem-solving skills, attention to detail, operational awareness, and the ability to work effectively within a complex enterprise technology environment supporting online and technology-enhanced education. Requires strong organizational skills, analytical thinking, attention to detail, and the ability to manage multiple operational and technical responsibilities within a fast-paced enterprise technology environment. Requires the ability to troubleshoot complex technical issues, analyze system behaviors, maintain accurate operational documentation, and support integrated enterprise applications. Experience working with learning management systems, enterprise applications, identity and access management processes, software integrations, ticketing systems, or academic technology ecosystems is desirable. May occasionally require participation in software testing, implementation projects, maintenance activities, or after-hours support during critical system updates or institutional technology initiatives.