With three campuses along Colorado’s Front Range, FRCC is the state’s largest community college. We enroll close to 28,000 students annually from our diverse service area, which offers a variety of cultural and recreational activities.
Each year approximately 5,000 FRCC students transfer to four-year universities and FRCC offers more than 36 career training programs that prepare students for immediate employment and rewarding careers. Last year, more than 5,000 high school students took concurrent enrollment classes with us, earning college credit without having to pay college tuition. And we were recently ranked as one of the “Top Online Colleges” in the country by Newsweek.
One of FRCC’s main goals is to offer educational excellence for everyone. The college’s strong commitment to student success means we start by creating an inclusive and equitable environment—one where both students and employees feel they belong and are supported. FRCC’s focus on diversity, equity and inclusion is woven into the fabric of our college conversations and decision-making processes. We are actively seeking to hire a workforce that reflects the diversity of our student body.
The college is also an emerging Hispanic Serving Institution. For us, becoming an HSI is an intentional commitment to being a college where our Latinx (and other historically marginalized) students thrive.
FRCC employees and leaders work hard to create a culture of collaboration, innovation and pride. We’re looking to hire people who share these values—along with our commitment to student success, equity and excellence.
Who You Are
As the Senior Support Analyst (SSA), you will provide college-wide technical expertise and customer service to the on-site and remote students, staff and faculty of Front Range Community College (FRCC). This position promotes operational efficiency, collaboration and communication. As the SSA, you will own several responsibilities, including partnerships with various disciplines as a program owner, manager or member for Information Technology Services (ITS) assigned projects and mentor for ITS student employees, all functioning under departmental requirements.
This position may have the opportunity to work remotely up to one day a week, requires a strong on-campus presence and will need to travel to all three FRCC campuses occasionally.
Please note: You need to be a Colorado resident on your first day of employment.
SALARY: $55,080 - $57,834
BENEFITS: Please click here to find more information about APT & Faculty Benefits
SELECTION PROCESS: Position will remain open until filled with a priority deadline of December 23, 2024. This posting may be used to fill multiple or similar positions.
Preliminary screening will be made on the basis of a completed application package submitted by the candidate. In your application, please include a resume and cover letter that specifically addresses how your background and experience align with requirements, qualification and responsibilities of the Senior Support Analyst.
Primary Duties
Technical Daily Operations:
Efficiently manage and prioritize tasks to provide end-user support, collaborating with IT colleagues, to ensure timely resolution of incidents and requests while delivering hardware, software, and event support.
Efficiently manage and prioritize tasks and escalations, deploying new equipment and software while maintaining asset management and data integrity.
Provide comprehensive end-user, office, and classroom support for device and peripheral set up, troubleshooting, repairs, maintenance and upgrades.
Provide basic account, phone, network, and application support and troubleshooting.
Collaborate with various ITS teams to resolve issues and ensure timely incident resolution to meet user satisfaction.
Ensure documentation is accurate and up-to-date, provide basic hardware and software training, and handle software installations and upgrades.
Support events and video conferences.
Mentor and Train Student Employees:
The SSA provides direction, oversight, and mentoring to IT Student Employees.
Train and mentor student employees, setting knowledge goals, tracking progress, and assessing competency, while directing and managing workloads.
Maintain and update the training document library
Ensure consistency in training programs across campuses and functional areas.
Provide performance feedback to the IT Manager, recommending further training or advanced opportunities when necessary.
Technology and Program Ownership:
Working as an ITS Technology Owner or Program Owner within assigned area(s) of responsibility, collaborate with ITS and various college departments. In partnership with key stakeholders, develop technical roadmaps, gather requirements and conduct technology and performance metric reviews.
Work with peers to set ITS standards, implement consistent solutions, and identify ways to streamline processes and enhance services for departments and students.
Engage other members of IT as needed to automate solutions, improve performance, and resolve issues.
Meet with departments to discuss technology updates and needs, improve assigned technologies, research new solutions, and ensure IT requirements are met.
Lead conversations regarding IT performance, departmental concerns, and opportunities for improvement. Escalate issues to IT management as needed.
Work with SSAs to maintain documentation, create user guides, and support departmental roadmaps and operational plans.
Process Improvement:
Manage and contribute to projects following FRCC IT guidelines, including planning, monitoring, reporting, and ensuring successful completion.
Identify areas for improvement, define key metrics, collect and analyze data, engage stakeholders for buy-in, and implement data-driven enhancements.
Special Projects and Other Duties as Assigned
Required Competencies
Customer Service: Addresses customer concerns in a professional courteous and timely manner. Provides escalation support for major incidents.
Communication: Communicates effectively with individuals from diverse backgrounds and chooses words carefully in communications. Presents oneself clearly and articulately when speaking to assure that others fully comprehend the intended message.
Attention to Detail: Thoroughly accomplishes a task. Plans and organizes time and resources efficiently. Mindful without being paralyzed by analysis.
Continuous Learning: Eagerly acquires necessary technical knowledge, skills. Desires to acquire knowledge and skills necessary to perform job more effectively.
Technical Skills: Familiar with technical support procedures including installation, configuration, testing, modification, maintenance, troubleshooting, repair, monitoring and support of mobile and desktop information technology systems.
Flexibility: Changes direction quickly when needed and maintains a continual improvement mindset.
Professionalism: Maintains confidentiality and discretion, works independently with minimal direction.
Mission, Vision & Values: Embraces the mission, vision and values of FRCC. Understands the importance of the work that you do to support institutional goals.
Relationships Building: Maintains and fosters relationships of the department and takes opportunities to listen for improvement to improve services.
Equity Mindedness: Works with employees and students while incorporating equity, diversity, and inclusive excellence which will support the goals of FRCC and help them feel they belong. Learns to view department operations through an equity lens. Calls attention to processes that lead to inequity in serving students. Understands the College's equity goals and how your role supports FRCC's ability to achieve those goals.
Collaboration: Works with colleagues across departments to find innovative solutions for students and employees further student engagement.
Data Usage: Reviews data within the department, paying attention to what it shows about our performance and its impact on productivity. Works with their supervisor to brainstorm changes that can be implemented to improve a program or service that the department provides.
Cultural Self-Awareness: Examines own beliefs and acknowledge own biases and how they have impacted or may impact the ability to serve students, staff and other stakeholders.
Cultural Competence: Becomes knowledgeable about the ways to communicate and support those we serve of other backgrounds.
Operational Planning: Understands the college's strategic plan and how your work supports each of them. Understands the department's expectations to find proactive ways to support the goals of the department.
Leading from the Middle: Leads from where you are by closely examining your responsibilities for the department and bringing new ideas to your supervisor.
Team Building: Participates in team building exercises and strives to build positive and collaborative relationships with colleagues cross-functionally.
Qualifications & Requirements Required Education/Training & Work Experience
Associate's degree or higher in a computer-related field and two (2) years of experience providing desktop computer or classroom technology support. Experience should be within the last four (4) years.
OR
Bachelor’s degree and demonstrated experience providing desktop computer or classroom technology support. Experience should be within the last four (4) years.
Welcoming. Respectful. Inclusive. Together, we are FRCC.
Company Description:
With three campuses along Colorado’s Front Range, Front Range Community College is the state’s largest community college. We enroll close to 28,000 students annually from our diverse service area, which offers a variety of cultural and recreational activities.
Each year approximately 5,000 FRCC students transfer to four-year universities. FRCC offers more than 36 career training programs that prepare students for immediate employment and rewarding careers. Last year, more than 5,000 high school students took concurrent enrollment classes with us, earning college credit without having to pay college tuition. And we were recently ranked as one of the “Top Online Colleges” in the country by Newsweek.
One of FRCC’s main goals is to offer educational excellence for everyone. The college’s strong commitment to student success means we start by creating an inclusive and equitable environment—one where both students and employees feel they belong and are supported. FRCC’s focus on diversity, equity and inclusion is
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