EDP Systems Analyst I Bristol Community College

EDP Systems Analyst I

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Category : Classified

Department : Information and Technology Services

Location : Fall River, MA

Posted : Closes :

Closes : Type :

Type : Position ID : 182449

Position ID : 182449

POSITION TITLE : EDP Systems Analyst I

WORK SCHEDULE : This will be an 8AM 4PM shift from Tuesday Saturday.

POSITION STATUS : This is a full-time, state-funded, AFSCME Unit 1, Grade 19, Step 1, unit-classified position with benefits.

SALARY : $63,064.30 annually.*

Appointments from outside the bargaining unit begin at Step 1.

STATEMENT OF DUTIES :

As part of the Tech Team, the EDP Systems Analyst I provides customer-focused technology support at all college help desks.

They are responsible for duties such as, but not limited to, providing assistance and resolution for issues with educational technology, hardware and software systems, wired and wireless systems, media support for college events, and classroom and office technologies in person, online, and via telephone.

The Analyst will spend a portion of their time assisting users at the help desk and in the field, as well as develop skills as a subject matter expert in support of areas of technology, such as but not limited to, networking, device management / inventory, curriculum software, information security, classroom technology, social media or user training.

The Analyst ensures appropriate and accurate escalation and documentation of incidents that require resolution by other groups within and / or beyond the Tech Team.

Dedication to customer support for all college constituents is vital to the Analyst’s job functions. They also supervise the activity of student employees and interns as needed.

ESSENTIAL FUNCTIONS, DUTIES AND RESPONSIBILITIES :

• Identify, diagnose, and resolve technology issues including, but not limited to, software and hardware, network, email, phone system, and educational technology requests over the phone, in person, or online.
• Manage trouble tickets by employing appropriate help desk software and help ensure service-level agreements are being tracked and met.
• Respond to issues including troubleshooting the incident cause and resolution or escalation in a timely manner; travel to other Bristol locations to respond to issues.
• Deliver, set up, and configure hardware, software, and peripherals as needed for instruction and college events.
• Perform desktop hardware repair on technology equipment and peripherals and coordinate timely repair of computer equipment requiring third-party vendor contact.
• Maintain current knowledge of emerging information technology trends and developments.
• Exercise good judgment in prioritizing problems and those requiring escalation to the next level of support.
• Develop and / or refine skills as a subject matter expert in an area of technology such as networking, device management / inventory, curriculum software, information security, classroom technology, social media or user training.
• Work collaboratively within the area to maintain the availability and integrity of college systems.
• Develop and maintain documentation of systems, procedures, and user guides.
• Maintain confidentiality surrounding information accessed, stored or processed.
• Prepare project status reports to keep the college informed of activities as requested.
• Provide guidance for student employees and interns.
• Focus on customer service best practices when working with Bristol community members, including faculty, staff, and students.
• Focus on the Commonwealth’s Equity Agenda by applying related best practices throughout all job functions.
• Perform other duties as assigned, consistent with the Collective Bargaining Agreement.

Job Requirements :

EDUCATION AND EXPERIENCE :

REQUIRED QUALIFICATIONS :

Applicants must have at least (A) two years of full-time, or equivalent part-time, professional experience in the field of computer science, information systems, or a closely-related discipline, or (B) any equivalent combination of the required experience and the substitutions below.

SUBSTITUTIONS :

• An Associate degree with a major in the field of computer science, information systems, or a closely-related discipline may be substituted for a maximum of one year of the required experience.
• A Bachelor’s or higher degree with a major in the field of computer science, information systems, or a closely-related discipline may be substituted for the required experience.
• A diploma for completion of a two year full-time, or equivalent part-time, program in a recognized non-degree granting business or vocational / technical school above the high school level with a major in the field of computer programming may be substituted for a maximum of one year of the required experience.
• An official transcript from a recognized business or vocational / technical school as evidence of completion of a program consisting of at least 650 hours of instruction in the field of computer programming may be substituted for a maximum of one year of the required experience.
• Graduation from the computer science, information systems, or a closely-related discipline course of a recognized vocational / technical high school may be substituted for a maximum of one year of the required experience.
• Education toward such a degree or diploma will be prorated on the basis of the proportion of the requirements actually completed.

Additional Required Qualifications :

• Experience providing tier 1 / entry-level technology customer service in a business or educational environment.
• Experience supporting wired and wireless connectivity, network infrastructure, mobile devices, desktops and laptops, classroom technology and Microsoft Office 365.
• Demonstrated sound troubleshooting skills and desire to follow a problem through to resolution.
• Excellent customer service skills and demonstrated strong verbal and written communication skills.
• Demonstrated ability to think logically and act decisively in critical and timely situations.
• Demonstrated ability to adapt to and embrace the continuous evolution in the technology field.
• Reliable transportation in order to travel to and from meetings, trainings, or campus and community locations as required.
• Valid driver’s license required.

Additional Information :

Equal Opportunity / Affirmative Action :

Bristol Community College is an affirmative action / equal opportunity employer and does not discriminate on the basis of race, color, national origin, sex, disability, religion, age, veteran or military status, genetic information, gender identity, or sexual orientation in its programs and activities as required by Title IX of the Educational Amendments of 1972, the Americans with Disabilities Act of 1990, Section 504 of the Rehabilitation Act of 1973, Title VII of the Civil Rights Act of 1964, and other applicable statutes and college policies.

The College prohibits sexual harassment, including sexual violence. Inquiries or complaints concerning discrimination, harassment, retaliation, or sexual violence shall be referred to the College’s Title IX & Equity Compliance Officer, Emmanuel Echevarria at mailto : diversitytitleix@bristolcc.

edu or 774.357.2682; the Massachusetts Commission Against Discrimination; the Equal Employment Opportunities Commission or the United States Department of Education’s Office for Civil Rights.

To apply, visit https : / / apptrkr.com / 5753125

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