Job Description

TCS Education System is currently seeking a REGIONAL IT SUPPORT ANALYST to join the IT department!

This position is responsible for promoting a high-quality experience to the community of staff, educators and students who contact the Site Support Team. The analyst will spend approximately 75% of their time providing end user support, and traveling to other affiliate campuses, including 25% on quality enhancement activities, and IT projects that benefit the assigned campuses. This role will work closely with the IT Regional Support Manager, and support for daily IT operational activities. This opportunity is based out of our campus location in Ventura, CA or Santa Barbara, CA.

POSITION RESPONSIBILITIES INCLUDE, BUT ARE NOT LIMITED TOO:

• Provide excellent customer service while using technical, analytical and communication skills to accurately identify client needs and provide effective solutions.
• 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.
• Must support TCS Helpdesk as a “Helpdesk Specialist” by stepping in when additional coverage is required, including weekends. In addition, assist all TCS affiliate schools remotely, while staff and faculty are working from home.
• Act as educator and coach to help college staff, faculty and students adopt and use core institutional technologies effectively.  
• Actively contribute to the development and implementation of training materials and programs that promote the roll-out and use of technology.
• Present technology adoption training on campus 2 times each month for faculty and staff.
• Daily tracking and reporting of ticketing system and oversee the COL queue.
• 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 IT Regional Support Manager.
• Coordinate with team members and IT Regional Support Manager with important events that require onsite assistance to ensure coverage levels are met.
• Respond to and fulfill requests to meet Service Level Agreements. 
• 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.

ESSENTIAL KNOWLEDGE, SKILLS, AND ABILITIES:

• 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.
• Proficiency with a variety of Windows operating systems and software including 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.

POSITION QUALIFICATIONS:

• Bachelor’s degree or equivalent job experience required
• 4-6 years of experience providing desktop/call center support.
• MCSE or MCSA , or ACHDS certification preferred
• Experience producing report and technical documentation is preferred
• Experience working in Higher Education is preferred

Company Description

TCS Education System was founded in 2009 as a nonprofit organization with a mission of preparing innovative, engaged, purposeful agents of change who serve our global community. TCS Education System features a network of specialized institutions, which are backed by a model of education that prepares socially responsible, culturally competent professionals in applied fields such as psychology, law, health care, and education. TCS Education System partners—The Chicago School of Professional Psychology, The Santa Barbara & Ventura Colleges of Law, Pacific Oaks College & Children’s School, Dallas Nursing Institute, and Saybrook University—each offer scholarship, training, and service opportunities directed to a specific career path while providing a transformative educational experience. For more information, visit www.tcsedsystem.edu.