Support Analyst jobs in Santa Fe, NM

Compensation:

$16.54 - $20.46 hourly dependent upon education, experience and placement

Compensation Type:

Non-Exempt

Employment Type:

Regular

Grade:

NE06

Position Summary

The Workstation Support Analyst is responsible for supporting technology to computer labs, laptop carts, classrooms and end users.

• Workstation Support Analyst I: This position will be responsible for providing primarily non customer facing technical support of the operation of campus computer labs, laptop carts, classrooms and end user as well as assists with first-line end user technical support as needed. This is accomplished by making decisions interpreting conflicting, delayed and ambiguous information received via telephone, email, ticketing system, and on-site regarding computer hardware and software, printers, smart phones, and other devices while dealing with unsettled and rapidly changing circumstances and information. This can include finding patterns in seemingly unrelated information to identify problems, outages, or other technical issues and notifying proper IT contacts.

• Workstation Support Analyst II: This position will be responsible for providing front-line, end-user technical support of the operation of campus computer labs, laptop carts and classrooms as well as assists with second-line end user technical support as needed. This is accomplished by making decisions interpreting conflicting, delayed and ambiguous information received via telephone, email, ticketing system, and on-site regarding computer hardware and software, printers, smart phones, and other devices while dealing with unsettled and rapidly changing circumstances and information. This can include finding patterns in seemingly unrelated information to identify problems, outages, or other technical issues and notifying proper IT contacts. This position does have a rotation through evening and weekend hours and is often working with a reduced crew. This requires the ability to make sound decisions without necessarily having the same responsiveness in people resources as is available during the day shifts. Workstation Analyst II is expected to mentor Workstation Analyst I.

• Workstation Support Analyst III: This position will be responsible for providing second-line end user technical support by troubleshooting and resolving problems including processing warranty claims on failed hardware and working with vendor technical support as needed. This is accomplished by making decisions interpreting conflicting, delayed and ambiguous information received via telephone, email, ticketing system, and on-site regarding computer hardware and software, printers, smart phones, and other devices while dealing with unsettled and rapidly changing circumstances and information. This can include finding patterns in seemingly unrelated information to identify problems, outages, or other technical issues and notifying proper IT contacts. Workstation Analyst III is expected to mentor Workstation Analyst I and II.MAJOR DUTIES

• During a cyber incident this position will likely be called upon to assist in a variety of aspects that directly or indirectly relate to their normal job duties. This could happen at any time of the day or any day of the week. This may involve abnormal work schedules and the possibility of working with a reduced crew to provide the best optimized coverage depending on the type of cyber incident. This also involves following proper Incident Response plans.

• Provides interpretation and translation of technical information between IT teams and customers for better clarity, understanding, and resolution of technical issues.

• Protects, handles and is privy to confidential information that may be directly or indirectly related to job duties.

• Documents and maintains procedures, changes, project statuses, issues, resolutions, training material and other help documents to aid in troubleshooting future issues.

• Collaborate closely with end-users to understand their requirements, troubleshoot problems, and provide timely solutions, ensuring a high level of customer satisfaction.

• Assists with Help Desk Coverage

• Coordinates special projects as assigned.

• Performs related duties.

• Researches and prepares new equipment purchases for delivery. This includes single orders and bulk orders.

• Researches, troubleshoots and prepares viable returned equipment for reissue.

• Researches and prepares computers for disposal following at a minimum the appropriate NM Codes and SJC electronic disposal processes. The level of data destruction above NM Codes and SJC electronic disposal processes is determined through research and analysis.

• Maintains and updates computers for labs, classrooms, laptop carts and employee computers as needed.

• Escalates technical issues to Workstation Support Analyst II and III as needed.

• Coordinates the work of assigned student workers and enforces computer lab policies for employees and customers.

• Prepares, delivers, maintains and updates computers for labs, classrooms and laptop carts. Assists in preparing, delivering, maintaining and updating employee computers as needed.

• Supplies computer labs with paper and other supplies.

• Assists with maintaining computer lab cleanliness to reduce spread of infectious diseases from computer surfaces.

• Assists and fills in for Workstation Support I as needed.

• Escalates technical issues to Workstation Support Analyst III as needed.

• The Workstation Support Analyst II position denotes a higher level of technical expertise and responsibilities compared to the Workstation Support Analyst I role.

• Prepares and delivers computers for staff, and faculty; reimage and redeploy computers; delivers and installs new printers.

• Assists with maintaining computer equipment cleanliness to reduce spread of infectious diseases from computer surfaces.

• Assists and fills in for Workstation Support I and II as needed.

• Escalates technical issues to User Services Architect as needed.

• The Workstation Support Analyst III position denotes a higher level of technical expertise and responsibilities compared to the Workstation Support Analyst II role.

KNOWLEDGE REQUIRED BY THE POSITION

• Knowledge of technology user service principles and practices.

• Knowledge of the operation and maintenance of computer hardware, software and peripherals.

• Knowledge of problem analysis and troubleshooting principles.

• Knowledge of college policies and procedures.

• Knowledge of supervisory principles and practices.

• Skill in customer service

• Skill in the operation of computers and job related software programs.

• Skill in decision making and problem solving.

• Skill in interpersonal relations and in dealing with the public.

• Skill in oral and written communication.

• Skill in working effectively with a wide range of constituencies in a diverse community.

• Must possess strong verbal and written communication skills.

• Skill in problem solving, time management, listening and critical thinking.

• Understand and work effectively with diverse academic, socioeconomic, cultural, special needs and ethnic backgrounds.

SUPERVISORY CONTROLS

The supervisor assigns work in terms of general instructions. The supervisor spot-checks completed work for compliance with procedures, accuracy, and the nature and propriety of the final results.

GUIDELINES

Guidelines include San Juan College security policies, industry best practices, and college and department policies and procedures. These guidelines require judgment, selection, and interpretation in application.

COMPLEXITY/SCOPE OF WORK

• The work consists of related specialized duties. Frequent interruptions and changes to industry standards and technology updates contribute to the complexity of the position.

• The purpose of this position is to provide entry level technical backend support for User Services. Success in this position results in the provision of computer services to User Services.

• The purpose of this position is to provide technical support for the operation of campus classroom computers, computer labs and laptop carts. Success in this position results in the provision of computer services to students.

• The purpose of this position is to provide specialized support to end users. Success in this position results in the provision of computer services to end users and contributes to the efficiency and effectiveness of a variety of college operations.

CONTACTS

• Contacts are typically with co-workers, other college personnel, faculty, staff, students, vendors, and members of the general public.

• Contacts are typically to give or exchange information, to resolve problems, to provide services, or to motivate or influence persons; or to justify, defend or solve matters.

PHYSICAL DEMANDS/ WORK ENVIRONMENT

• The work is typically performed while intermittently sitting, standing, stooping or walking. The employee frequently lifts heavy objects, uses tools or equipment requiring a high degree of dexterity, and distinguishes between shades of color.

• The work is typically performed in an office or computer lab.

SUPERVISORY AND MANAGEMENT RESPONSIBILITY

This position supervises or assists in supervising student employees.

MINIMUM QUALIFICATIONS

• Knowledge and level of competency commonly associated with completion of specialized training in the field of work, in addition to basic skills typically associated with a High School diploma.

• Sufficient experience to understand the basic principles relevant to the major duties of the position, usually associated with the completion of an apprenticeship/ internship or having had a similar position for 6 months.

• Knowledge and level of competency commonly associated with completion of specialized training in the field of work, in addition to basic skills typically associated with an Associate’s degree.

• Sufficient experience to understand the basic principles relevant to the major duties of the position and the Workstation Support Analyst I role, usually associated with the completion of an apprenticeship/ internship or having had a similar position for one to two years.

• Knowledge and level of competency commonly associated with completion of specialized training in the field of work, in addition to basic skills typically associated with an Associate’s degree.

• Sufficient experience to understand the basic principles relevant to the major duties of the position the Workstation Support Analyst I and II roles, usually associated with the completion of an apprenticeship/ internship or having had a similar position for two or more years.

VALUES STATEMENT

San Juan College is committed to serving the needs of our students through a process of continuous quality improvement. We uphold and affirm the following iCARE values:

• Innovation
• Collaboration
• Accountability
• Respect
• Excellence

The following REQUIRED documents must be submitted with application in order to be considered. Upload all required documents under the Application Questions 2 section for "Additional Documents Required".

• Cover Letter (Required)
• Curriculum Vitae (CV) or Resume (Required)
• List of 3 Supervisor References. (Required)
• Unofficial Transcripts (Optional)

This position will remain open until filled with the first review of applications occurring on Monday, December 2, 2024.

Job Type: Full-time

Benefits:

• Dental insurance
• Flexible spending account
• Health insurance
• Life insurance
• Paid time off
• Retirement plan
• Vision insurance

Schedule:

• 8 hour shift
• Monday to Friday

Experience:

• Help desk: 1 year (Preferred)
• Windows: 1 year (Preferred)

Ability to Commute:

• Farmington, NM 87402 (Required)

Ability to Relocate:

• Farmington, NM 87402: Relocate before starting work (Required)

Work Location: In person