Position Overview
The IT Support Analyst for Shared Services is an on-campus position focused on the technology support needs of the faculty, staff, and students at the NewSchool of Architecture & Design. The IT Support Analyst’s primary responsibilities include helpdesk case management, end-user troubleshooting & issue resolution,oom technology management, hardware & software inventory management, end-user orientation and training, and special project work as designated by members of the technology team.

The IT Support Analyst will need to provide an exceptionally high level of timely customer service to the faculty, staff, and students at NewSchool. The position will require proficiency in managing incoming support issues and multiple priorities. To be successful in the role will require strong communication and teamwork skills in addition to being energetic, pro-active, and possess strong attention to detail.

The IT Support Analyst will be located on campus of NewSchool of Architecture & Design in San Diego, CA.

 

Responsibilities

HELPDESK - CASE MANAGEMENT: (50%)

  • Primary contact for end-user technology related issues
  • Ensure timely resolution and/or escalation of all technology related helpdesk tickets
  • Effective and timely communication to end-users in need of technology assistance
  • Resolution of Tier 1 and Tier 2 technical support issues. Prompt escalation of Tier 3 issues.

CLASSROOM TECHNOLOGY MANGEMENT: (15%)

  • Primary contact for alloom audio/visual equipment o i.e., projectors, smart boards, cameras, A/V equipment
  • Resolution of faculty hardware, software, or account issues that occur while teaching

HARWARE & SOFTWARE INVENTORY MANAGEMENT: (15%)

  • Configuration, maintenance, and troubleshooting of college hardware o i.e., laptops, desktops, thin-clients, printers, phones, etc.
  • Maintain user accounts for network, email, phones, and any other system access
  • Comprehensive asset management of all hardware and software owned by the College
  • Ensure the orderly storage of department equipment (i.e., new, used, and to be recycled)

END-USER ORIENTATION & TRAINING: (10%)

  • Provide new employee IT Orientation (i.e., account onboarding, equipment delivery, training, etc.)
  • Provide end-users beginner to intermediate technology training o Delivery by written, video-recorded, and/or live training online, in-person group, and/or 1:1
  • Ongoing development of online IT Knowledgebase documentation for end-user self-help

PROJECTS / OTHER: (10%)

  • Assist IT Team with technology projects beyond IT Support
  • Other duties as assigned


Qualifications

EDUCATION AND/OR EXPERIENCE:

  • This position requires a four-year college degree and 1-2 years’ experience in an IT user support role. Additional years of relevant IT experience may be substituted for each uncompleted year of schooling.

TECHNOLOGY SKILLS REQUIREMENTS:

  • Strong technical expertise with a wide range of technologies, including but not limited to: o Windows OS, particularly Windows 10 and associated hardware o Microsoft 365 and Microsoft Office Suites o Audio/visual Equipment (i.e., projectors, smart boards, cameras, audio, etc.) o Basic networking skills (i.e., LAN, WLAN, OS troubleshooting, etc.)
  • Proficiency with hardware diagnosis and repair
  • Familiarity with LMS systems (i.e., Canvas, Blackboard, Moodle, etc.)
  • Familiarity with Mac OS and iOS 

COMPETENCIES:

  • Strong interpersonal and problem-solving skills in a diverse environment
  • Demonstrated ability to work calmly and professionally with a solid focus on client service
  • Excellent customer service, communication, and organizational skills.
  • Ability to manage multiple projects and tasks simultaneously
  • Ability to work independently and with teams. High degree of initiative and dependability.

 

Working Conditions

·       Sedentary work. Exerting up to 10 to 15 pounds of force occasionally and/or a negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects. Stooping and bending the body downward and forward.

·       Normal office conditions. Flexible work schedule required at times.

·       May require travel to other locations occasionally.

Benefits and Perks

  • Medical, Vision, and Dental
  • Life and AD&D
  • Short and Long-Term Disability
  • Flexible Spending Account
  • Voluntary Benefits
  • Commuter Benefits
  • 401K Retirement Plan
  • Paid Holidays
  • Floating Holidays
  • Personal Days
  • Vacation Time
  • Sick Leave
  • Employee Assistance Program


Pre-Hire Requirement

  • Must be authorized to work in the United States
  • Ambow Education Inc does not provide employment sponsorship


About Ambow Education USA

Ambow Education USA has a mission to redefine the way higher education operates and services its community. Formed in 2020 following the acquisition of Bay State College (Boston) in 2017 and NewSchool of Architecture & Design (San Diego) in 2020, Ambow Education plays an integral part in the delivery of critical services to students, faculty, and staff.

The ever-changing landscape of higher education provides great opportunities to seek better ways to serve students, faculty, and staff. Ambow Education USA Shared Service is pursuing such opportunities to engage educational leaders from varied disciplines for their visionary, innovative, and strategic thinking to build a best-in-class shared service organization. Our goal is to deliver cost effective operational services, first class customer/user experiences and valuable insight into business performance.


Ambow Education USA is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, gender identity, sexual orientation, pregnancy, and pregnancy-related conditions, or any other characteristic protected by law.

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