Technology Support Analyst I

Job Level
Entry-level position
Job Category
  • Information Technology
Job Status
Areas of Responsibility
  • Support / Help desk

Posting Details

Posting Information

This position is security-sensitive and thereby subject to the provisions of the Texas Education Code §51.215, which authorizes the employer to obtain criminal history record information.




Technology Support Analyst I

FLSA status


Hiring Salary

$2,520 – $3,708 per month

Occupational Category



Acad Instruct Tech and Dist Learn

Open Until Filled


Educational and Experience Requirement

Associate’s Degree or sixty hours of college and two years of experience required. Working technical knowledge of current network protocols, operating systems and standards, including Windows and Mac OS, Microsoft office, printers, basic multimedia systems and e-mail applications is required. Experience with Blackboard Learning Management Systems (LMS) and/or in a Help Desk environment is preferred or experience in a related field. A combination of education, experience, and training that would produce the required knowledge and abilities could be considered.

Nature & Purpose of Position

Provides problem analysis, instructional support, and comprehensive assistance to users (classroom-based, hybrid and fully online) of the university’s Learning Management System, incorporated third party software and applications, and any associated technology as required to ensure the goals of the Academic Instructional Technology and Distance Education Department are successfully accomplished.

Primary Responsibilities

Provides technical support to users of the Blackboard Learning Management System (LMS) or associated/incorporated third-party software with any issues or problems. Communicates via email, telephone and/or remote access software that might be utilized by the department. Systematically and professionally troubleshoots any level of problem including those requiring escalation to higher levels of attention. Provides the necessary instruction, direction and support to resolve the issue to the satisfaction of the client. Provides guidance and instruction to student employees on the SHSU Online Tech Team and performs other duties as requested by the supervisor and other senior members of the Academic Instructional Technology and Distance Education Department. Performs other related duties as assigned.

Other Specifications

Ability to set priorities and procedures for accomplishing work based on previous experience and knowledge of organizational policies and procedures, as well as, on occasion, developing solutions to seemingly new situations and issues. Work is of moderate technical complexity and problems are resolved based on knowledge from training, experience and/or college level courses. Policy interpretation is limited to situations which have been previously defined and where parameters have been established. Requires a high level of confidentiality and integrity. Receives general supervision/direction but requires the ability to work unsupervised to meet the goals of the department.

Full Time Part Time

Full Time


EEO Statement

EEO Statement

Sam Houston State University is an Equal Opportunity/Affirmative Action Plan Employer and Smoke/Drug-Free Workplace. All qualified applicants will receive consideration for employment without regard to race, creed, ancestry, marital status, citizenship, color, religion, sex, national origin, age, veteran status, disability status, sexual orientation, or gender identity. Sam Houston State University is an “at will” employer. Security sensitive positions at SHSU require background checks in accordance with Education Code 51.215.