IT Support Analyst III

Job Description

Job Description

IT Support Analyst III

Why Texas Association of School Boards

Established in 1949, TASB has grown alongside Texas to meet the evolving needs of the school boards it serves.

Today, 500 employees work together to promote educational excellence for Texas public schoolchildren. TASB offers high-quality services that help 1,023 school districts operate more efficiently and effectively in serving more than 5.5 million public school students statewide.

We feel privileged to work alongside talented team members who are passionate about putting people first and empowering local school district leaders. The TASB team is adaptable and responsive to the needs of our members. 

Our culture is reflected in TASB Together, which guides the way we work and encourages employees to learn, grow, and contribute in alignment with our TASB Mission:

The Texas Association of School Boards promotes educational excellence for Texas schoolchildren through the advancement of good governance, valuable learning experience for school leaders, and public school advocacy. We also provide high-quality services and programs to school districts – helping them operate more efficiently and effectively . 

As part of its commitment to employee growth and development, TASB offers competitive pay and rich benefits, including a 2:1 match of retirement contributions up to 5% after one year, (which means that if you contribute 5% to the plan, TASB will contribute 10%), onsite daycare, onsite gym, wellness program, tuition reimbursement, remote and hybrid work options for certain roles, flexible schedules, and more. 

Every role at TASB thoughtfully complements our commitment to supporting school boards and championing public education across Texas. If you consider your work exceptional and share the values that help TASB support school boards, keep reading!

About You

As the IT Support Analyst III, you will provide advanced end-user technical support and serve as the primary operational owner for audiovisual services and routine user access administration. This position will also support the user account lifecycle, processes approved access changes, maintains conference room and event technology, resolve end-user hardware and software issues, ensure service requests are completed accurately, securely, and in accordance with established procedures. 

A Typical Day 

• Use incident management system (Team Dynamix) to document and track all service requests (phone and ticketing system) from receipt through resolution. 
• Assist users with basic and increasingly complex functional questions related to standard hardware and operating systems. 
• Perform user account lifecycle administration, including account creation, modification, deactivation, and routine maintenance across approved enterprise systems. 
• Install, configure, and maintain audiovisual equipment, including projectors, displays, microphones, speakers, video conferencing systems, and related peripherals. 
• Provide technical support and troubleshooting assistance for audiovisual systems, resolving hardware and software issues promptly to minimize downtime. 
• Coordinate and support audiovisual setups for meetings, conferences, presentations, and events, including equipment setup, testing, and operation. 
• If you’re still reading, we’d love to meet you!

How You’ll Make an Impact

• Function as primary contact for end-user computing service requests reported to the TechOps Service Desk. Take ownership of incidents until resolved or ownership is transferred to an appropriate party. 
• Unpack, configure, deploy, maintain, and repair computers, printers, and other hardware and software. 
• Analyze incident records and make recommendations to reduce number of severity of incidents and/or increase end-ser computing productivity. 
• Assist IT system administrators by researching and troubleshooting service interruptions. 
• Have at least two areas of subject matter expertise assigned for primary escalation of support. Responsible for training staff to provide support in those designated areas of expertise. 
• Evaluate, test, and make purchase recommendations for new products or versions. Analyze current support posture and implement alternative support techniques. 
• Perform all other duties assigned to maintain compliance with all established TASB policies, TechOps guidelines and procedures, software, and media licensing requirements. 

Skills For Success

Education and Experience: 

• High school diploma. 
• 3+ years of experience in providing end-user technical support in a Microsoft environment, particularly in areas of Windows 11, Active directory, Entra ID and Office 365. 
• 2+ years of hands-on audiovisual support, including installation, configuration, troubleshooting, and maintenance of audiovisual equipment and systems. 
• Certification or training in audiovisual training such as Certified Technology Specialist (CTS) or CompTIA A+ preferred. 

Knowledge, Skills, and Abilities: 

• Knowledge of audiovisual technologies and tools, such as projectors, displays, microphones, speakers, video conferencing systems, and related software. 
• Familiarity with audiovisual protocols, codecs, compression techniques, and video streaming technologies. 
• Strong technical skills in network connectivity, signal routing, and audiovisual integration, with the ability to diagnose and resolve complex technical issues. 
• Strong problem-solving skills, with the ability to analyze technical issues and apply resolutions in high-pressure situations. 
• Excellent communication and interpersonal skills, with the ability to effectively communicate technical concepts to non-technical users and collaborate with cross-functional teams. 
• Customer-focused mindset, with a commitment to delivering exceptional service and support to end-users, striving to exceed their expectations. 
• Effective organizational skills, with the ability to manage multiple tasks, prioritize workloads, and meet deadlines in a fast-paced environment. 
• Ability to work independently and as part of a team, collaborating with cross-functional teams to achieve common goals and objectives. 
• Ability to lift and carry equipment up to 30lbs is required. 
• Ability to assist users outside of normal business hours. 

The TASB Difference

• Enjoy competitive pay and rich benefit offerings. 
• Be part of a collaborative environment where every contribution impact Texas public schoolchildren. 
• Thrive in a culture that promotes bringing your whole self to work every day and emphasizes healthy boundaries and work-life balance. 
• Learn and grow individually and together through frequent professional development, wellness seminars, and more. 
• Work alongside transparent leaders with an open and consistent feedback approach.
• Celebrate as a team with meaningful (and fun) events and tokens of appreciation throughout the year. 

Posting Notices

• Salary commensurate with experience. 
• The health and safety of our employees and members is our top priority. 
• The Association is an equal opportunity employer and will not discriminate against an individual based on any of the following personal characteristics protected by law: race, color, national origin, religion, sex (including in relation to marital status, pregnancy, pay, sexual orientation or gender identity), age, disability, genetics or veteran status.
• This position does not qualify for visa sponsorship. 
• Any job offer is contingent upon receipt of results of a satisfactory background check. 

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