Technology Support Analyst I

Technology Support Analyst I Sam Houston State University is an Equal Employment Opportunity Employer and Smoke/Drug-Free Workplace. All qualified applicants will receive consideration for employment without regard to race, creed, ancestry, marital status, citizenship, color, national origin, sex, religion, age, disability, or protected veteran status. The University takes seriously the initiative to ensure equal opportunity in the workforce and to comply with Title VII as interpreted by the U.S. Supreme Court. Sam Houston State University is an “at-will” employer. Employees with a contract will have additional terms and conditions. Security‑sensitive positions at SHSU require background checks in accordance with Education Code 51.215. Salary : Pay grade 5. Pay Grade Table: Educational and Experience Requirements Associate’s degree in information technology, instructional technology, computer science, business, or a related field required. Bachelor’s degree preferred. Two years of experience in technical support, call center operations, customer service, IT help desk support, instructional technology support, or related areas required. Experience supporting distance learning platforms, digital tools, or educational technology systems is desirable. A combination of education, experience, and training that produces the required knowledge and abilities may be considered. Primary Responsibilities Operational administration and support of Blackboard Learn and enterprise academic technology systems. Support system functionality, platform operations, user management, and integrated teaching and learning technologies. Troubleshoot and analyze technical issues related to enterprise applications, software integrations, authentication services, permissions, account provisioning, and data management processes. Serve as an internal escalation point for technical issues referred from frontline support teams and institutional stakeholders. Assist with management and operational support of platforms such as Blackboard Learn, Simple Syllabus, LinkedIn Learning, and other integrated academic technologies. Support user account provisioning, role management, permissions administration, and data integrity processes across supported systems. Participate in testing, validation, and implementation activities related to software updates, integrations, patches, and new technology deployments. Document troubleshooting processes, operational procedures, configurations, and technical support activities within designated systems and knowledge repositories. Monitor recurring technical issues, identify trends, and recommend operational improvements to enhance system reliability and user experience. Collaborate with internal technical teams, vendors, and institutional stakeholders to support enterprise technology operations and initiatives. Maintain working knowledge of supported enterprise applications, integrations, security practices, and academic technology environments. Participate in professional development activities related to enterprise systems administration, instructional technologies, and emerging digital learning tools. Perform additional duties as assigned. Other Specifications Assist with enterprise application support, troubleshooting system and integration issues, supporting data and user management practices, documenting operational procedures, and conducting platform updates and enhancements. Strong analytical and technical problem‑solving skills, attention to detail, operational awareness, and ability to work effectively within a complex enterprise technology environment supporting online and technology‑enhanced education. Strong organizational skills, analytical thinking, and ability to manage multiple operational and technical responsibilities within a fast‑paced environment. Ability to troubleshoot complex technical issues, analyze system behaviors, maintain accurate operational documentation, and support integrated enterprise applications. Experience working with learning management systems, enterprise applications, identity and access management processes, software integrations, ticketing systems, or academic technology ecosystems is desirable. May occasionally require participation in software testing, implementation projects, maintenance activities, or after‑hours support during critical system updates or institutional technology initiatives. #J-18808-Ljbffr