TCS Education System Hiring for Regional Senior IT Support Analyst at Anaheim, CA Full Time

Job Title: Regional Senior IT Support Analyst

Department: Information Technology

Job Purpose:

This position is responsible for promoting a high-quality experience to the community of staff, educators and students who contact the California Site Support Team. The person filling this role will spend approximately 75% of their time providing end user support and 25% on quality enhancement activities, and IT projects that benefit the California College Campuses: TCSPP & POCSaybrook and Colleges of Law. Working closely with the Director of IT Services, this individual will plan, coordinate, direct, and provide direction to IT Support Analyst team members, and support for daily IT operational activities. This individual should have flexibility to travel up to 60% to various campus locations around Southern California. This role will be responsible of filling in for other team members and traveling to several California College Campuses.

Position responsibilities include but are not limited to:

• Manage and report on multiple simultaneous projects and deadlines.
• Must be able to respond to support calls and urgent Fire-calls from the Helpdesk as an escalation point during or outside of campus business hours; be ready and available to support Faculty, Staff and Students.
• Accountable for ensuring overall California Site Support service level expectations are met.
• Accountable for ensuring that training is provided to all TCSPP, POCSaybrook, COL, California college campuses faculty, staff and students.
• Daily tracking and reporting of ticketing system and oversee the California team queue: TCSPP, POCSaybrook, & COL.
• Work closely with corporate office to establish workstation standardization and automation.
• Monitor customer satisfaction feedback and ensure all quality issues, customer complaints, and training items are addressed. Resolve all customer service problems and report issues to Director of IT Services or Site Support Manager.
• Drive Site Support team performance, efficiency, and quality of work through coaching, problem solving, workload management, training and oversight. Including researching new technologies and implementing them throughout the campus.
• Ensure that Site Support team practices are consistently aligned with established policies and procedures. Suggest improvements to these on a regular basis with the goal of improving service levels.
• Coordinate with Site Support staff on schedules to ensure coverage levels are met.
• Perform the role, on an as needed basis to several campuses, of a Site Support Technician.
• Ensure leadership is aware of current outages, issues, escalations or concerns by providing end-of day reports.
• Maintain and promote professional and upbeat atmosphere.
• Participate in special projects and other duties as assigned.
• Enforce and promote the following: Teamwork, Respect, Integrity, Innovation and Customer Focus.

Required Qualifications:

• Proficiency with a variety of Windows operating systems and software including Windows 11, Windows 10, MS Office, and Mac OSX.
• Ability to meet deadlines, manage multiple priorities and handle sensitive and pressured situations.
• Ability to work in and foster a collaborative team environment
• Ability to work flexible shifts, which may include evenings and/or weekends and peak periods including, but not limited to the beginning of each semester and service launch dates.

Knowledge and Skills:

• Excellent troubleshooting and critical thinking skills.
• Excellent troubleshooting and implementation of audio-visual technology.
• Excellent interpersonal, verbal and written communication skills with the ability to translate technical concepts into user-friendly English

Education:

• Bachelor’s degree or equivalent job experience required

Experience:

• 4-6 years of experience providing desktop/call center support.

Certifications or Licensure:

• MCSE or MCSA , or ACHDS certification preferred

Preferred Qualifications:

• Experience producing report and technical documentation is preferred
• Experience working in Higher Education is preferred

Working Conditions:

• Ability to lift up to 50LBS
• Sitting for long periods working in front of a computer
• Able to work off-shift schedules when needed
• Travel when necessary
• Working within close proximity of others

Compensation & BenefitsThis opportunity is budgeted at $75,000 – 90,000 base compensation. Additional compensation factors may impact total compensation. To learn more about our competitive benefits and additional rewards, including generous paid time-off, medical and dental insurance coverage, life and disability insurance, retirement plan with employer contribution, multiple flexible spending accounts, tuition reimbursement, click the link below.

https://www.tcsedsystem.edu/careers/

TCS Education System is an Equal Opportunity Employer.