UNIV - Information Systems/Business Analyst I- IT: College of Health Professions

Job Description Summary

This Business Analyst I position provides front-line technical support services for the College of Health Professions with an emphasis on customer service and end-user support for students, faculty, and staff. Supports classroom technology, instructional spaces, and end-user computing environments by responding to walk-in requests, service tickets, and on-site classroom support needs in both in-person and virtual learning settings.

Works as a member of a team of analysts to deliver consistent, reliable, and customer-focused technology services that support teaching, learning, research, and academic operations. Performs technical troubleshooting, user assistance, and routine support activities in accordance with established policies, procedures, and service standards.

Reports to the College of Health Professions IT Manager and operates under general supervision.

Entity

Medical University of South Carolina (MUSC - Univ)

Worker Type

Employee

Worker Sub-Type​

Classified

Cost Center

CC000224 CHP - Information Technology

Pay Rate Type

Salary

Pay Grade

University-05

Pay Range

39,764.00 - 56,670.00 - 73,576.000

Scheduled Weekly Hours

40

Work Shift

Job Description

Job Duties

35%

Provides day-to-day support for students in the use of laptops and other technology by managing walk-in requests and Service Now ticket requests as needed. Assist in orienting students regarding the use of university and college hardware, software and networking infrastructure. Provide other assistance in support of faculty and students in classrooms, online and in-person as necessary.

30%

Assists in technology training for faculty and staff. Assist in managing Service Now tickets and provide other assistance in support of faculty and staff as necessary.  

25%

Assists in upgrading CHP's hardware and software (including new computer workstations, portable computers, research systems, file servers, software, and menu systems) such that users operate with the best technical network services possible. Assists in troubleshooting post-installation as needed.

10%

Performs additional administrative, supervisory, and management duties as required to ensure the smooth operation of services related to the College’s educational technology.

Preferred Qualifications

• Experience providing front-line technical support in a higher education, academic, or instructional environment, including direct support for students, faculty, and staff

• Demonstrated customer service experience in a technology support role, with the ability to communicate technical information clearly and professionally to non-technical users

• Experience supporting classroom technology, instructional spaces, or academic computing environments (e.g., lecture capture, audiovisual systems, classroom PCs, or instructional software)

• Familiarity with IT service management or ticketing systems (e.g., ServiceNow or similar platforms) and adherence to documented support processes and service standards

• Ability to work effectively in a team-based support model, collaborating with other analysts to deliver consistent and reliable technical services

• Experience supporting macOS operating systems, common productivity tools, and basic networking concepts in an enterprise or academic setting

• Strong organizational skills with the ability to prioritize multiple requests, manage interruptions, and respond effectively in a fast-paced, customer-facing environment

• Prior experience supporting in-person and virtual learning technologies is preferred

Additional Job Description

Minimum Requirements: A high school diploma and two years experience in computer system development and modification. A bachelor's degree in a related area may be substituted for the required work experience. Physical Requirements: (Note: The following descriptions are applicable to this section: Continuous - 6-8 hours per shift; Frequent - 2-6 hours per shift; Infrequent - 0-2 hours per shift) Ability to perform job functions in an upright position. (Frequent) Ability to perform job functions in a seated position. (Frequent) Ability to perform job functions while walking/mobile. (Frequent) Ability to work indoors. (Continuous) Ability to work in confined/cramped spaces. (Infrequent) Ability to bend at the waist. (Frequent) Ability to fully use both hands/arms. (Continuous) Ability to perform repetitive motions with hands/wrists/elbows and shoulders. (Frequent) Ability to reach in all directions. (Frequent) Possess good finger dexterity. (Continuous) Ability