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Senior Technical Systems Analyst - Columbus, OH

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Req ID :
Date Posted :
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Job Category :
Information Technology
Location :
Columbus, OH US

We have an opening for an experienced, innovative, strategic Senior Technical Systems Analyst in our Columbus, OH office. Does this sound like you?


This is a senior position within the department reporting to the Manager, Business Systems Technology.  The Senior Technical Systems Analyst takes on more significant leadership and customer-facing responsibilities including project management, program coordination, training, and documentation responsibilities. The Senior Technical Systems Analyst is also an advanced technical analyst, and is responsible for maintaining a deep, advanced understanding of the tools, software, and technologies used to develop and distribute educational materials.


They will primarily be responsible for operation and deployment of Product & Finance Ops department Apple Macintosh hardware and software. The key role of the Senior Technical Systems Analyst is to ensure that all technical or hardware problems related to user-reported issues, projects, proof-of-concept (POC), user acceptance testing (UAT), or other SEG-specific issues are being actively managed and moved towards resolution. Additionally, the Senior Technical Systems Analyst is responsible for coordinating with corporate teams and maintaining hardware/software/ imaging requirements and standards for School Education Group departments actively supported by Business Systems Technology.

Additional responsibilities include providing Tiers 1-3 desktop support to end-users by installing, configuring, supporting, upgrading, troubleshooting, and remediation issues pertaining to current and future versions of common operating systems and off-the-shelf software including Microsoft, Adobe, Apple Macintosh OS, Adobe, and VPN; configuring and supporting end user network access and connectivity other systems, such as FTP’s Mass Transit, etc; utilization of corporate tools according to standard operating procedures; and documenting technical issues/solutions.


Your contribution to the team includes:


  • Monitor departmental support box: answer end-user questions and resolving support issues in a timely manner
  • Installing, configuring, supporting, upgrading, troubleshooting, and remediating issues pertaining to current and future versions of the Macintosh OS, hardware, networking, and production-critical applications
  • Installing, configuring, upgrading, and reimaging new/reissued Macintosh hardware in accordance with corporate standards
  • Primary point-of-contact and representative for Macintosh issues or topics that are escalated to corporate and/or external vendors for resolution
  • Conducting daily monitoring of systems
  • Assisting end-users in learning new technology and processes
  • Documentation of technical issues and coordinating with corporate and external resources to develop appropriate response and solution
  • Integration of automated processes through use of scripts and available technology


What you’ll need to be successful:


  • Bachelor’s Degree
  • ITIL, CompTIA, A+ Certification, Apple Certified Technician, etc. (ACSP, AMCT, ACS, ACSA, ACTC)
  • At least 5 years in a customer-facing IT support role
  • Demonstrate extensive knowledge of Macintosh and Windows computers, hardware, and supporting technologies
  • Strong interpersonal, communication, and organization skills
  • Ability to learn new technologies and application features easily
  • Experience with a ticket tracking database system a plus
  • Project management experience preferred
  • Systems analysis experience beneficial
  • Operations knowledge of server and network components a plus
  • Experience in training non-technical staff on applications and operations is helpful


Why work for McGraw-Hill Education? You’ll have the opportunity to unlock your potential, both professional and personally. Click here to learn more!


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