GENERAL SUMMARY The Systems Analyst and Support Engineer is responsible for supporting, analyzing, maintaining, and improving the College's information systems and technical services. This position assists in the execution of IT functions including technical support, systems administration, customer service, troubleshooting, user training, documentation, and the development of technical solutions. In addition, the position performs systems analysis, data analysis, reporting support, data extraction, transformation, and loading processes, and assists with integrations between College systems, applications, databases, and third-party platforms. The role helps ensure that data moves accurately and securely between systems, supports operational reporting and decision-making, identifies process and data issues, and works with users, vendors, and IT staff to improve system functionality, data quality, workflow efficiency, and the effective use of technology across the College. DUTIES AND RESPONSIBILITIES Examples of duties performed by this position include: 1. Administer and provide troubleshooting and support for on-premises, SaaS, and managed solutions as assigned. 2. Provide reports as required using a variety of reporting tools, including but not limited to Entrinsik Informer and Excel. 3. Develop and provide training to staff on reporting tools, queries, SaaS platforms, and the SIS. 4. Support the LMS used by the College. 5. Provide occasional general Tier 1 Support (basic help desk resolution and service desk delivery) including: 6. a. Both software and hardware troubleshooting 7. b. Assisting users with password resets in various systems 8. Provide specific Tier 2 Support (in-depth technical support) including: 9. a. Both software and hardware troubleshooting 10. b. Occasional hardware installation and maintenance Systems Analyst and Support Engineer Glen Oaks Community College Page 2 of 3 11. Elicit requirements using interviews, document analysis, requirements workshops, storyboards, surveys, site visits, business process descriptions, use cases, scenarios, event lists, business analysis, competitive product analysis, task and workflow analysis, and/or viewpoints. 12. Decompose high-level business and user requirements into detailed functional and non-functional requirements at a level appropriate for users, developers, vendors, and others responsible for implementing or evaluating the solution. 13. Develop, analyze, prioritize, and organize requirement specifications, data mapping, diagrams, and flowcharts for solutions development and testing. 14. Write requirement specifications according to standard templates, using natural language simply, clearly, unambiguously, and concisely. 15. Support implementation and maintenance of applicable CIS Controls and Safeguards, particularly those relating to asset management, account and access management, data recovery, security monitoring, incident response, and security awareness and skills training.