Technology Support Analyst II

General Requirements:

Bachelor's Degree and two years' experience required. Strong customer service experience and a working technical knowledge of both Windows and Mac operating systems, internet browsers, Microsoft Office, and basic multimedia software is preferred. A combination of education, experience, and/or training that would produce the required knowledge and abilities could be considered.

Nature & Purpose of Position/Usual Duties:

Provides comprehensive support both of a technical and nontechnical nature for the university's Learning Management System and associated third-party software in support of Sam Houston State University's online education efforts.

Primary Responsibilities (Staff Positions Only):

Provides the necessary troubleshooting, resources and support needed to resolve technology support requests for users of the Blackboard Learning Management System (LMS) or associated third-party academic software. Creates and maintains support resources, how-to guides and/or other support documentation. Researches new methods of solving technical support problems. Audits support desk data systems to ensure data collected is accurate for reporting. Assists with routine quality assurance checks. Provides guidance, training and serves as a point of contact for ticket escalation for Support Desk student employees. Participates in projects assigned to the SHSU Online Support Desk. Attends weekly team meetings. Proactively reviews current operating protocols for process improvement. Develops technology training resources and facilitates skill building workshops. Assist with the facilitation of weekly team meetings. Responsible for analyzing Support Desk team data for usage and trends. Alongside the Support Desk Manager, create required individual and team reports. Performs other related duties as assigned.