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Job No. 139729

  • Job Title:
  • Senior Support Analyst
  • Employer:
  • Front Range Community College
  • Location:
  • Westminster , CO
  • Posting Date:
  • 08-Nov-2018
  • Description:
  • GENERAL SUMMARY

    As the largest community college in Colorado, Front Range Community College (FRCC) serves more than 25,000 students attending classes at our three main campuses, two centers and several off site locations in addition to students attending through online classes. Locations include Fort Collins, Longmont and Westminster.

    The Information Technology team at FRCC establishes, monitors and maintains all information technology systems and services for the College. As members of a small team with many responsibilities, the Senior Support Analyst needs to fulfill many different roles within the organization based on specific technology needs, including audio visual and classroom management support. FRCC supports this team with professional development opportunities and systematic cross training.

    The primary responsibilities of the Senior Support Analyst will be determined by their current skill set. We are looking for a variety of skills and experience and will train as needed in areas of assigned secondary responsibility.

    This position will emphasize customer service, collaboration, communication, and process improvement. Adherence and improvement to system-wide and college-wide policies and best practices is essential.

    Senior Support Analysts work closely with the server team in a cooperative teamwork environment as needed. The hours will cover the hours of greatest demand for support services as determined by the Campus Information Technology Services Coordinator. Working at other FRCC campus locations may be required occasionally.



    PRIMARY DUTIES

    Respond to tier two service desk orders as assigned. Act as a backup when tier one support is unavailable or has not been able to resolve issues.

    Working as a Technology Expert and/or Academic Technical Expert within assigned area(s) of responsibility, collaborate with ITS and academic departments.

    Develop academic/IT roadmaps, gather requirements, provide customer service, serve as the college-wide technical expert in assigned area of responsibility and/or serve as the primary technical liaison between IT and the customer.

    Document procedures for area of expertise as required, including creating and maintaining web-based FAQs to provide guidance to FRCC end users in assigned area of expertise.

    Manage ITS assigned projects, plan, monitor, report and drive projects toward successful completion. Facilitate the on-time delivery of project objectives by following established project management methodologies throughout each project.

    Train and mentor IT student technicians.
    Support technologies specific to FRCC or the educational environment as part of a rotational cross training program including, but not limited to imaging PCs and Macs, support for digital signage system, specialized class, audio visual, media and classroom management support.
    Other duties as assigned


    Required Skills
    REQUIRED EDUCATION

    Graduation from an accredited college or university with an associate's degree in computer operations, computer programming, computer science, computer information systems, management information systems, business, business administration, engineering, mathematics, statistics, statistical analysis.
    SUBSTITUTE FOR EDUCATION: Two years’ experience providing desktop support or AV classroom support in a Windows 7 or Windows 10 network environment.


    PREFERRED EDUCATION

    Bachelor's degree from an accredited college or university in computer operations, computer programming, computer science, computer information systems, management information systems or Computer and Electronics technology.
    Required Experience
    REQUIRED EXPERIENCE

    One year of experience providing desktop support in a Windows 7 or Windows 10 network environment OR two years AV support.


    PREFERRED EXPERIENCE

    One year of PC customer support experience in a higher education environment AND an ability to prioritize tasks; ability to determine when to escalate the request to the next level and the ability to identify and refer network and server related problems to the server support staff.

    Excellent customer service skills.

    Experience with a service desk ticketing system.

    Attention to detail, ability to handle multiple tasks; effective communication skills (oral and written), and strong time management and organizational skills.

    OR one year of classroom / AV media support in higher education environment and an ability to prioritize tasks; ability to determine AV solutions that will optimize student success while meeting industry standards
    Licensure/Certification: (Any of the following) Network+ (CompTIA), A+ (CompTIA), MCSA: Windows 10, MCSE: Desktop Infrastructure, help desk specialist, CTS, CTS-D, CTS-I (Certified Technology

    Equipment Skills: Recent experience with audio visual and classroom management support. Experience with Analog to Digital AV conversions.
  •  Contact information:
  • Front Range Community College
  • Westminster, CO 80031
  • United States
  • Employer's Website:
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