North Dakota Center For Distance Education

The Technical Support Analyst role is to offer technical assistance and address hardware, software, and network issues of schools, students, parents, and staff. Analyze and interpret technical procedures for non-technical users, prioritize problem resolution, track progress, and escalate when necessary. Also, troubleshoot issues in collaboration with users and vendors and contribute to system monitoring, software and hardware installation, and user training. The Technical Support Analyst will maintain internal websites, keeping them updated and upgraded. This position will actively seek opportunities to enhance support processes and resources to improve customer satisfaction and provide system administration support to the IT team, with mentorship and guidance.

Duties and Tasks

Manage helpdesk system to assist in troubleshooting and resolving technical issues. Analyze helpdesk data to identify system gaps and measure the support teams' performance. Train clients in the use of applications and computer systems. Provide basic Microsoft365 application, SharePoint, and cloud system administration support. Generate necessary documentation and knowledge base support articles. Develop procedures for non-technical users. Prepare, deploy, and support NDCDE devices and updates. Support user password resets and troubleshooting. Perform maintenance and updates of online resources (SharePoint, Knowledge Base, webpages, etc.) Assist the NDCDE IT team with implementing and researching new technologies, including compatibility testing.

Minimum Qualifications

Associate's degree in information technology, Computer Science, a related field, or equivalent required. High school diploma may be considered with additional experience or certifications. At least 1 year of experience in a technical support or help desk role. Familiarity with operating systems like Windows, macOS, and Linux. Knowledge of software applications, network systems, hardware components, and troubleshooting methods. Some experience with remote desktop applications and help desk software. A proven record of providing exceptional customer service, with the ability to empathize with and prioritize customer needs. Ability to analyze and solve technical issues and explain complex information in simple, clear terms to non-technical users. Demonstrated time management and task prioritization skills. Strong communication skills, both written and verbal, with the ability to explain technical concepts in user-friendly terms to non-technical customers. Ability and willingness to work evenings and weekends if required.

Preferred Qualifications

A bachelor's degree in information technology, Computer Science, or a related field. 3+ years of technical support experience. Helpdesk or technical support experience in a customer facing environment. Relevant industry-standard certifications such as Customer Support Specialist (CSS), CompTIA A+, Network+, Security+, or similar are desirable. Familiarity with educational systems such as Student Information Systems (SIS) and Learning Management Systems (LMS). Basic familiarity with cloud systems like Microsoft/Office 365, Dynamics 365, CRM, and Azure. Prior experience working in a K-12 or higher education setting. Knowledge of universal web design concepts. Advanced analytical and problem-solving abilities, including the ability to diagnose complex technical issues and propose effective solutions.

About Team ND

"Far and away the best prize life offers is the chance to work hard at work worth doing." - Theodore RooseveltMore than 7,500 talented, hard-working people across sixty-three agencies have come together as Team North Dakota. At Team ND, we are driven to succeed through gratitude, humility, curiosity and courage. Our purpose is to empower people, improve lives, and inspire success. Join us in being legendary.Total Rewards: The State of North Dakota is committed to providing team members with a strong and competitive rewards package that support you, your health and your family.Considering a new position on Team ND? How does your current position stack up? Use our Total Rewards Calculator to estimate.

Application Procedures

Applicants are screened based on qualifications, online screening questions, an interview, and a background and criminal investigation. Applicants must be legally authorized to work in the United States.All application materials must be received on or before the closing date by 11:59 pm and must include the following documents:Cover letter with a summary that clearly explains how the applicant's work experience is related to the and minimum qualifications.ResumeThree professional referencesCollege transcripts (unofficial transcripts are acceptable)Complete NDCDE online applicationAnyone needing assistance or accommodation during any part of the application or interview process please contact Laurie Tuma at 701.298.4852 or ndcde.hr@k12.nd.us. TTY users may use Relay North Dakota at 1.800.366.6888.Learn more about NDCDE at https://www.cde.nd.gov/

Equal Employment Opportunity

The State of North Dakota and this hiring agency do not discriminate on the basis of race, color, national origin, sex (including sexual orientation and gender identity), genetics, religion, age or disability in employment or the provisions of services and complies with the provisions of the North Dakota Human Rights Act.As an employer, the State of North Dakota prohibits smoking in all places of state employment in accordance with N.D.C.C. Sect. 23-12-10.