Applications will be accepted until the position is
filled. Initial review of applications will begin on
Wednesday, June 30th so applications should
be submitted by that time for guaranteed consideration.
Bemidji State University (BSU) and NORTHWEST TECHNCIALL
COLLEGE (NTC) invite applicants to join our team as the
Technical Support Analyst. BSU and NTC
provide a rigorous academic environment with the opportunity to
enjoy a fun, robust, outdoor culture. The proximity to the
lake and the surrounding north woods allows easy access to an
assortment of recreation. BSU and NTC are members of the
Minnesota State system of colleges and universities.
BSU’s vision is to educate people to lead inspired lives. To
accomplish BSU’s vision, the University prioritizes creating a
culture in which diversity is embraced and all people are safe,
welcome, and validated. BSU also prioritizes increasing engagement
with Indigenous communities to become a destination
university. BSU enrolls around 5,000 students and offers more
than 70 undergraduate majors and eight graduate degrees
encompassing arts, sciences and select professional programs. BSU’s
Fundamental Values include civic engagement and
leadership, international and multicultural understanding, belief
in the power of the liberal arts, and environmental
NTC has prepared students for fulfilling careers in high-demand
fields for more than 50 years. The college’s accessible,
affordable, hands-on programs also help the region’s employers meet
their ever-growing need for a highly skilled workforce. NTC serves
more than 1,000 students with an excellent education, an
open-enrollment policy and affordable tuition. Students may pursue
nearly 40 degree, diploma and certificate programs in six distinct
career paths. Classes are offered on campus, online, or as a
combination of both.
The Technical Support Analyst provides
technical support for both Bemidji State University and Northwest
Technical College students and employees. This position
administers multiple software solutions, provides training, creates
technical documentation for end users, conducts research, and
develops and recommends new technologies and policy
Responsibilities of the Technical Support Analyst
- Providing timely telephone, electronic and in-person
support and problem resolution
for BSU and NTC employees and students regarding all IT issues.
Supported by the accurate and detailed use of ITSM tools, the
Analyst defines, researches, analyzes and documents problems to
determine appropriate course of actions for rapid resolution.
Position is responsible for escalating tickets to other technical
experts as appropriate, and coordinating and delegating tasks to
student employees. Support resolution and status will be relayed to
clients and captured and maintained in the ITS knowledgebase system
for referral. Percent of Time: 45%
- Administering enterprise level software
solutions including, but not limited to, the IT Service
Management software, Qualtrics, and O365 products for BSU and NTC
campuses. Responsible for: the setup, troubleshooting and
maintenance of these software solutions; adding and removing users
and devices; insuring security protocols are adhered to and
solutions are up to date; ensuring licensing is accurate and is
renewed on a timely basis; communicating software changes or
issues; and training users. Based on consultations with
campus stakeholders, the Analyst reviews and recommends
improvements and goals to the IT service catalog and service-level
agreements. Following ITIL best practices, the Analyst
creates value through the identification of process improvement
lifecycles, particularly related to IT service management.
Percent of Time:
- Creating internal and external (public)
documentation of technical procedures for use by
BSU and NTC communities. Clear, coherent, and concise
documentation will be organized and maintained in the knowledge
system based on established style guidelines. Knowledge base
articles will be made available to relevant communities and will be
searchable and referable. In addition, the Technical
Support Analyst will assist with training of faculty, staff, and
students by use of in person or web-based training methods.
Percent of Time: 10%
- Researching, developing, and recommending
new technologies and policy improvements. Prepares
documentation to share with leadership teams, technicians, and
clients. Makes recommendations and assists with implementation of
improved work methods for Tech Support and assists in training end
users as technology evolves. Ensures BSU and NTC adapt
successfully to an ever-changing technological environment.
Percent of Time: 5%
- Performing other duties as assigned to ensure
the smooth functioning of the department and maintain the
reputation of the organization as a viable business partner.
Percent of Time: 5%
Minimum qualifications for this position
- Bachelor’s Degree, technical college degree, or two years of
professional experience in the Information Technology field.
- Previous IT service-desk experience.
- Working knowledge of a variety of computer platforms including
Apple and Windows OS, printers, mobile devices, and peripherals,
sufficient to analyze, solve or recommend solutions.
- Working knowledge of network and server concepts and protocols
sufficient to diagnose or troubleshoot issues.
- Working knowledge of a variety of software applications
including Microsoft Office and Internet applications sufficient to
analyze, solve or recommend solutions.
- Experience and ability to effectively manage medium to large
projects in a cross-functional environment.
- Strong interpersonal verbal and communications skills.
Preferred qualifications include:
- Experience with ITSM administration.
- ITIL/ITSM Certification or familiarity working in ITIL
- IT certifications (e.g. Microsoft Certified Solutions Expert -
MCSE, AppleCare Technician training, etc.).
- 3+ years of experience working in a higher education or
corporate support desk environment.
- Demonstrated ongoing IT professional development.
- Demonstrated knowledge of and interest in, or experience with,
diverse cultures and populations.
For more details: https://bemidjistate.peopleadmin.com/
Apply for Vacancy Posting 46546, on the
Minnesota Management and Budget website: http://mn.gov/mmb/careers/
If you are unable to apply online, please contact the job
information line at 651.259.3637
For additional information about the application process, go to
Inquiries about the position:
Marie Bock, IT Infrastructure and Development Supervisor
Phone: (218) 755-2250
If you have general questions about this posting or submitting
an application, contact Teresa Hanson at email@example.com