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Information Technology
Technical Support Analyst - Lab Support #6245
The Technical Support Analyst is responsible for providing second level technical support for external Capella customers (learners & faculty) and some internal customers (Course Development). Duties include providing support for the Virtual Lab Environment (VLE) used by learners and faculty in the BSIT, MSIT, and other programs; maintaining problem tracking databases; and developing operating instructions and support documentation. Special emphasis is given to constantly improving system management and incident resolution processes. Position responsibilities may include after-hours support.
Responsibilities:
- Provides reliable and timely administration and support of Capella's VLE as part of the IT Lab team.
- Create and manage VMware virtual machines required for various BSIT and MSIT courses.
- Provides complex Web application support to external and some internal customers over the phone and by email.
- Coordinates problem escalation to other IT staff and vendors. Communicates progress and resolution status/expectations to IT staff and customers.
- Analyzes and evaluates system performance and reliability of the VLE, and recommends permanent solutions for recurring problems. Using trend data, works with team members to develop service objectives and monitors progress against objectives.
- Meets and exceeds departmental service level metrics and provides feedback to improve service levels.
- Keeps apprised of new technology.
- Documents procedures and processes.
- Provide statistics on system usage and performance
- Completes special projects or other tasks assigned within the agreed upon timeframe and level of quality.
Qualifications:
- Skills and Knowledge
- Four-year college degree (preferred) or equivalent work experience.
- Three or more years experience in Windows and Unix system administration (incl. scripting).
- Experience with VMware server virtualization.
- Experience with SQL Server or Oracle a plus.
- Proficient with using incident/problem management tools.
- Proven ability to learn new technology quickly.
- Must be an excellent communicator and place a high degree of importance in developing and maintaining customer relationships.
- Must be able to solve problems within the context of the larger picture.
- Educational setting experience is a plus.
- Physical/Mental Demands
- Self-starter who has ability to prioritize tasks, stay organized, and make details a high priority.
- Excellent oral and written communication skills.
- Must possess a strong desire to see projects through to completion.
- Ability to work on multiple tasks simultaneously.
- Ability to work productively despite frequent interruptions.
- Standard office environment.
- Consistently demonstrates a high level of integrity and professionalism.
This position is based in Capella's corporate headquarters in Minneapolis, Minnesota and relocation assistance is not provided.
Please forward cover letter and resume |
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