Tech Support Analyst I — IT Helpdesk & End-User Support

Florida Atlantic University; Boca Raton (FL); On-site; USD 45,000 - 52,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

Life Insurance

Flexible Spending plans

PSLF program

Sick Leave Pool

Job summary

Florida Atlantic University in Boca Raton seeks a Technology Support Analyst I to provide frontline technical support for FAU users, handling requests via phone, chat, tickets, and in-person visits. You will log and resolve tickets, assist with login, password resets, Wi-Fi, and email configuration, and support hardware/software for desktops and devices.

The role requires a Master’s or Bachelor’s with 2 years of experience, strong writing and communication skills, and a valid driver’s license.

Qualifications

• Master's degree from an accredited institution in an appropriate area of specialization; or a bachelor's degree from an accredited institution in an appropriate area of specialization and two years of appropriate experience.
• Experience supporting mobile devices: iPhone, Android, Windows phones.
• Solid technical writing skills.
• Good written and verbal communication and customer service skills.

Responsibilities

• Handle incoming technical support requests via phone, chat, tickets, and walk-ins.
• Create, log, update, and resolve technology tickets using the ticketing system.
• Provide first-line support for login assistance, password resets, Wi-Fi and email configuration.
• Support installation, configuration, maintenance, and support of hardware and software for desktops, laptops, mobile devices, LANs and WANs.
• Basic troubleshooting of software, network, and hardware-related issues.
• Create documentation for the knowledge base.

Skills

Technical support

Customer service

Technical writing

Verbal communication

Written communication

Education

Master's degree

Bachelor's degree + 2 years experience

Job description

Florida Atlantic University in Boca Raton seeks a Technology Support Analyst I to provide frontline technical support for FAU users, handling requests via phone, chat, tickets, and in-person visits. You will log and resolve tickets, assist with login, password resets, Wi-Fi, and email configuration, and support hardware/software for desktops and devices.

The role requires a Master’s or Bachelor’s with 2 years of experience, strong writing and communication skills, and a valid driver’s license.