Support Analyst III / Team Lead

Support Analyst III / Team Lead - Dental Department: Lyon College Information Technology Primary Assignment: Lyon College School of Dental Medicine Location: Little Rock, Arkansas Reports To: Associate Director of IT Services Direct Reports: Support Analyst I, Support Analyst II, AV Specialist II Employment Status: Full-Time Classification: Exempt

Position Summary The Support Analyst III / Team Lead - Dental is a member of the Lyon College Information Technology Department with primary responsibility for supporting the Lyon College School of Dental Medicine (LCSDM). The position serves as the senior on-site Information Technology representative for the Dental campus and provides both advanced technical support and direct supervision of IT personnel assigned to the site. The Support Analyst III / Team Lead coordinates and delivers technology services supporting Dental faculty, staff, students, clinical operations, classrooms, simulation environments, and administrative functions. The position directly supervises the Support Analyst I, Support Analyst II, and AV Specialist II assigned to the Dental location and is responsible for workload coordination, employee development, performance management, scheduling, service quality, and local operational effectiveness. Although primarily assigned to LCSDM, this position operates within the broader Lyon College IT organization and follows institutional technology standards, processes, security requirements, service-management practices, and departmental priorities. The position works collaboratively with colleagues across IT Services, Infrastructure, Enterprise Applications, Media Services, Instructional Technology, Information Security, and other institutional technology functions. The position serves as the principal day-to-day IT Services contact for Dental leadership, coordinates technology priorities and support activities at the Dental site, provides advanced troubleshooting and escalation support, and ensures that Dental technology needs are effectively connected with the appropriate resources throughout Lyon College Information Technology. The position reports to the Associate Director of IT Services and maintains a strong operational relationship with Dental leadership. Appropriate central IT functional areas govern enterprise architecture, infrastructure, enterprise applications, media services, instructional technology, information security, and related institutional standards. The successful candidate will be a highly capable technical professional and people leader who is equally comfortable supervising employees, solving complex technical problems, coordinating priorities, communicating with senior leadership, and providing excellent service in a fast-paced academic and clinical environment. Essential Duties and Responsibilities

1. Advanced Technical Support and Escalation - 30%

• Provide advanced Tier II and Tier III technical support for Dental faculty, staff, students, and clinical operations.
• Diagnose and resolve complex issues involving workstations, laptops, peripherals, printers, authentication, applications, network connectivity, remote applications, classroom technology, and related systems.
• Serve as the primary on-site escalation resource for technical issues that cannot be resolved through standard Helpdesk processes.
• Support technology used within clinical, simulation, instructional, administrative, and common-use environments.
• Assist users with institutional services including identity and authentication systems, Google Workspace, Microsoft technologies, remote applications, Zoom, and other supported platforms.
• Coordinate resolution of incidents involving systems owned by Infrastructure, Enterprise Applications, Media Services, Instructional Technology, Information Security, or external vendors.
• Participate in troubleshooting clinical technology and systems, including integration with axiUm and other Dental applications, while coordinating application-specific issues with the appropriate system owners.
• Provide on-site technical assistance during significant incidents, outages, and service disruptions.
• Document incidents, resolutions, and recurring technical issues within the College's service-management system.
• Provide assistance to other Lyon College locations and users when departmental needs require, consistent with the position's membership in the institution-wide IT organization.

2. Staff Supervision and Dental IT Operations - 30%

• Directly supervise IT personnel assigned to the Dental campus, including the Support Analyst I, Support Analyst II, and AV Specialist II.
• Assign and coordinate daily work based on operational priorities, employee skills, workload, and service needs.
• Establish clear performance expectations for direct reports and provide regular coaching, feedback, and guidance.
• Conduct performance evaluations in accordance with College and departmental procedures.
• Address performance, attendance, conduct, and service-quality concerns in consultation with the Associate Director of IT Services and Human Resources as appropriate.
• Support employee development through mentoring, cross-training, professional development planning, and assignment of progressively responsible work.
• Coordinate staff scheduling and coverage to ensure appropriate support for Dental academic, clinical, administrative, and special-event activities.
• Review service requests and project assignments to ensure timely ownership, escalation, communication, and completion.
• Promote effective teamwork and collaboration among Dental IT personnel and across the broader Lyon College IT Department.
• Ensure staff follow institutional IT policies, technical standards, documentation requirements, security practices, and customer-service expectations.
• Assist with recruitment, interviewing, onboarding, and training of technology personnel assigned to the Dental location.
• Identify staffing, workload, training, and resource needs and make recommendations to the Associate Director of IT Services.
• Foster a professional, responsive, collaborative, and service-oriented team environment. Dental IT Site Leadership and Service Coordination - 15%
• Serve as the principal day-to-day IT Services contact for LCSDM leadership.
• Coordinate technology support priorities for the Dental location.
• Maintain awareness of clinical schedules, academic activities, major events, and other operational requirements that may affect technology support.
• Coordinate with Dental leadership regarding service concerns, operational priorities, technology needs, and upcoming initiatives.
• Communicate planned outages, service interruptions, significant incidents, and technology changes to appropriate Dental stakeholders.
• Serve as the initial on-site IT incident coordinator during significant technology disruptions and engage appropriate central IT leadership as required.
• Identify recurring service issues and recommend operational, technical, staffing, or procedural improvements.
• Assist the Associate Director of IT Services with evaluating service quality, workload, support trends, and overall effectiveness of Dental IT operations.
• Promote consistent use of institutional IT support processes and established service channels.
• Ensure that local practices remain aligned with Lyon College Information Technology policies, technical standards, security requirements, and service expectations. Clinical, Academic, and Specialized Technology Support - 10%
• Support technology used within Dental clinical, simulation, classroom, laboratory, and instructional environments.
• Develop familiarity with the operational requirements of clinical systems and the technology dependencies associated with patient care.
• Assist with deploying, testing, troubleshooting, and maintaining specialized Dental technology in cooperation with system owners and vendors.
• Coordinate with Enterprise Applications on clinical and administrative systems.
• Coordinate with Infrastructure on networking, servers, endpoints, telecommunications, security systems, and related infrastructure.
• Coordinate with Media Services and Instructional Technology on classroom, audiovisual, Zoom Room, simulation, and instructional technology.
• Participate in testing and implementation of technology changes that may affect Dental operations.
• Assist with technology readiness for academic terms, clinical activities, examinations, special events, and other major operational periods.
• Maintain appropriate awareness of FERPA, HIPAA, information-security, and institutional privacy requirements when supporting users and systems. Projects, Implementations, and Vendor Coordination - 10%
• Serve as the on-site technical lead or representative for assigned Dental technology projects.
• Participate in planning, implementation, testing, deployment, and post-implementation support for new systems and technologies.
• Coordinate on-site activities involving technology vendors, contractors, and service providers.
• Work with the Associate Director of IT Services and other IT leaders to ensure projects conform to institutional technical architecture, security requirements, and operational standards.
• Assist with technology procurement planning, equipment replacement, lifecycle management, and deployment.
• Identify dependencies, risks, scheduling concerns, and resource requirements associated with Dental technology projects.
• Participate in project meetings with Dental leadership, vendors, facilities personnel, and other institutional stakeholders as required.
• Ensure appropriate documentation and handoff of completed projects into normal operational support.
• Represent the broader Lyon College IT Department when coordinating local projects and ensure appropriate functional teams are involved when work crosses technical areas. Documentation, Asset Management, Departmental Participation, and Other Duties - 5%
• Maintain accurate technical and operational documentation for the Dental environment.
• Assist with hardware and software inventory, lifecycle tracking, equipment deployment, and disposition.
• Develop and maintain site-specific procedures, troubleshooting documentation, support instructions, and escalation information.
• Support business continuity, disaster recovery, and operational readiness activities involving Dental technology.
• Participate fully in Lyon College Information Technology departmental meetings, planning activities, training, professional development, and operational initiatives.
• Collaborate with IT personnel serving Batesville, Little Rock, Cabot, and other Lyon College locations.
• Contribute to institution-wide IT projects, standards, documentation, and service improvements.
• Perform other duties consistent with the responsibilities and level of the position. Supervisory Responsibilities The Support Analyst III / Team Lead has direct supervisory responsibility for assigned Dental IT personnel, currently

including:

• Support Analyst I
• Support Analyst II
• AV Specialist II

Supervisory responsibilities include:

• establishing work priorities;
• assigning and reviewing work;
• scheduling and ensuring appropriate coverage;
• coaching and mentoring employees;
• setting performance expectations;
• conducting performance evaluations;
• addressing performance and conduct concerns;
• identifying training and development needs;
• participating in recruitment and hiring;
• onboarding new staff;
• recommending personnel actions when appropriate;
• and promoting effective teamwork and professional service delivery. The Team Lead exercises supervisory authority in coordination with the Associate Director of IT Services and in accordance with Lyon College policies and procedures.

Leadership and Decision-Making Responsibilities The Support Analyst III / Team Lead is expected to exercise substantial independent judgment in the daily operation of technology services at LCSDM while operating within the policies, standards, and governance structure of Lyon College Information Technology.

The position is authorized to:

• establish daily priorities for Dental IT personnel;
• assign and coordinate staff work;
• adjust coverage based on operational needs;
• resolve or escalate service issues;
• communicate directly with Dental leadership regarding operational technology matters;
• coordinate vendors and on-site technical activities;
• recommend technical, staffing, and operational changes;
• and make routine implementation decisions within established institutional IT standards. The position does not independently establish institutional architecture or technical standards for functional areas governed by other IT departments.

When an issue involves Infrastructure, Enterprise Applications, Media Services, Instructional Technology, Information Security, or another specialized area, the Team Lead coordinates the Dental requirement with the appropriate functional leader. The Associate Director of IT Services retains responsibility for broader IT Services strategy, significant personnel matters, major escalations, institutional priorities, and overall IT Services operations. The Support Analyst III / Team Lead should view the Dental campus as the position's primary area of operational responsibility while remaining an active member and leader within the institution-wide IT organization. Operational Relationship with Dental Leadership The Support Analyst III / Team Lead maintains a close operational relationship with the Dean and other designated LCSDM leadership.

Dental leadership provides input regarding:

• clinical and academic priorities;
• service requirements;
• operational schedules;
• technology needs;
• customer-service concerns;
• and the effectiveness of technology support.

The position is expected to function as a trusted technology partner to Dental leadership while remaining a member of Lyon College Information Technology. Formal supervision of IT employees, personnel decisions, institutional IT standards, security requirements, technical governance, and departmental priorities remain within Lyon College Information Technology. Required Qualifications

• Associate degree in Information Technology, Computer Science, Information Systems, or a related field; equivalent combination of education, professional training, and relevant experience may be considered.
• Minimum of four years of progressively responsible information technology support experience.
• Demonstrated experience providing leadership, supervision, work coordination, or mentoring within an information technology environment.
• Demonstrated experience troubleshooting complex hardware, software, operating system, networking, authentication, and peripheral issues.
• Experience providing advanced end-user technical support in a professional environment.
• Strong written and verbal communication skills.
• Demonstrated ability to communicate effectively with technical and non-technical users at all organizational levels.
• Ability to supervise employees, establish priorities, provide constructive feedback, and address performance concerns appropriately.
• Ability to independently prioritize multiple competing issues and determine appropriate escalation.
• Demonstrated commitment to excellent customer service.
• Ability to document technical issues, procedures, and resolutions clearly and accurately.
• Ability to work collaboratively across technical teams and organizational departments.
• Ability to maintain confidentiality and appropriately handle sensitive institutional, employee, student, and patient-related information.

Preferred Qualifications

• Bachelor's degree in Information Technology, Computer Science, Information Systems, or a related field.
• Five or more years of progressively responsible IT support experience.
• Prior direct supervisory experience in an information technology environment.
• Prior experience serving as a senior technician, team lead, site lead, or technical supervisor.
• Experience working in higher education, healthcare, dentistry, or another clinical environment.
• Experience supporting clinical applications or electronic health record systems.
• Experience with axiUm or comparable dental or clinical systems.
• Experience supporting Microsoft Remote Desktop Services or remote application environments.
• Experience with Google Workspace, Microsoft Windows, Active Directory, identity-management platforms, and multifactor authentication.
• Experience supporting enterprise audiovisual, classroom, conferencing, or Zoom Room environments.
• Experience coordinating vendors, contractors, technology deployments, or technical projects.
• Familiarity with IT service-management practices and ticketing systems.
• Familiarity with HIPAA, FERPA, cybersecurity, and privacy requirements applicable to higher education and healthcare environments.

Knowledge, Skills, and Abilities

The successful candidate should demonstrate:

• Advanced troubleshooting and analytical skills.
• Effective staff supervision, coaching, and performance-management skills.
• Ability to assign and delegate work appropriately while maintaining accountability for outcomes.
• Strong judgment and the ability to remain composed during high-impact technical incidents.
• Ability to distinguish between urgent operational issues and problems requiring strategic or cross-functional escalation.
• Ability to lead through both formal supervisory authority and collaboration.
• Strong organizational and time-management skills.
• Ability to translate technical information for faculty, clinicians, administrators, students, and senior leadership.
• Ability to establish productive relationships with demanding or highly specialized users.
• Ability to balance customer-service expectations with security, technical standards, and institutional policy.
• Ability to work effectively in an environment where technology availability can directly affect clinical and academic operations.
• Willingness to take ownership of problems through resolution rather than merely referring users between technical teams.
• Ability to identify process improvements and recurring technical risks.
• Ability to mentor and develop technical personnel.
• Ability to work effectively as part of a distributed, institution-wide IT department while maintaining primary responsibility for a specific campus environment.

Working Conditions

• Primary work location is the Lyon College School of Dental Medicine in Little Rock, Arkansas.
• The position is a member of Lyon College Information Technology and may periodically support work at other College locations.
• Work is primarily performed in office, classroom, simulation, laboratory, and clinical environments.
• Regular movement throughout a multi-floor facility is required.
• Position may require occasional work outside normal business hours for system maintenance, projects, outages, major events, or emergency support.
• Some travel to other Lyon College locations may be required.
• The employee must be able to safely move, install, and support standard information technology equipment.
• The position may require lifting and moving equipment weighing up to approximately 50 pounds, with assistance or appropriate equipment when necessary.

Service and Leadership Philosophy The Support Analyst III / Team Lead is first and foremost a member of Lyon College Information Technology, with primary responsibility for leading technology support at the School of Dental Medicine. The position is expected to represent both the needs of the Dental program within IT and the standards, capabilities, and responsibilities of the broader IT Department within Dental. The Team Lead is responsible not only for personal technical performance, but also for the effectiveness, development, professionalism, and service quality of the team assigned to the Dental location. Success in this position is demonstrated through reliable operations, effective staff leadership, strong communication, productive relationships with Dental leadership and users, appropriate delegation and escalation, collaboration with other IT teams, continuous improvement, and consistent application of Lyon College technology standards.