The IT Support Analyst I for Shared Services is responsible for all of the technology support needs of the faculty, staff, and students at NewSchool of Architecture & Design. The IT Support Analyst I's primary responsibilities include helpdesk system 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 I will need to provide an exceptionally high level of customer service to the faculty, staff, and students at NewSchool of Architecture & Design. The IT Support Analyst I should have a strong understanding of ITSM concepts and possess a high level of 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 I will be located on campus in San Diego, CA.

Responsibilities

• NewSchool of Architecture & Design Helpdesk System Management
• 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
• Management of Student Helpdesk Technicians
• Ensure uninterrupted coverage of 8AM to 5PM M-F Student Helpdesk Technician schedule
• Day to day oversight of Student Helpdesk Technicians
• Ongoing professional development of Student Helpdesk Technicians
• End-User Troubleshooting & Issue Resolution
• Resolution of Tier 1 and Tier 2 technical support issues
• Resolution or escalation of Tier 3 technical support issues
• Classroom Technology Management
• Primary contact for audio/visual equipment
• i.e., projectors, smart boards, cameras, A/V equipment
• Resolution of faculty hardware, software, or account issues that occur while teaching
• Hardware & Software Inventory Management
• Configuration, maintenance, and troubleshooting of College hardware
• 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
• Provide new employee IT Orientation (i.e., account onboarding, equipment delivery, training, etc.)
• Provide end-users beginner to intermediate technology training
• 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

• Special Project Work

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

Technical Experience

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

Qualifications

• 3-5 years’ experience in an IT user support role
• Four-year college degree, or a combination of education and relevant experience
• Strong interpersonal and problem-solving skills in a diverse environment
• Demonstrated ability to work calmly, professionally, and with attention to detail with a solid focus on client service
• Excellent communication skills, both written and verbal
• Ability to juggle multiple, and often conflicting priorities, while working independently in a fast-paced environment
• Ability to work independently in a fast-paced and mission-driven environment

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. Must be available to work a flexible schedule.
• Travel is primarily local during the business day. May require travel to other locations occasionally.

Benefits and Perks

• Medical, Vision, and Dental
• Life, AD&D, Short, and Long-Term Disability
• Paid Vacation Time, Sick Time, Floating Holidays, Personal Days and Paid Holidays

Pre-Hire Process

• Must be authorized to work in the United States
• Ambow Education USA 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 NewSchool of Architecture & Design (San Diego) 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.