Technical Analyst

Arcadia University; Glenside (PA); On-site; USD 42,000 - 64,000; Full time

Job summary

Arcadia University in Glenside, PA, is seeking a Technical Analyst to provide remote and in-person support for software and hardware, delivering excellent customer service to the university community. This role blends strong technical skills with a service mindset to resolve incidents and support IT infrastructure.

You will work with ITSS to install, troubleshoot, and maintain PCs, Macs, printers, and conference devices, document issues, train users, and help develop clear procedures and

Qualifications

• Excellent interpersonal and oral communication skills.
• Ability to work with faculty, staff and administrators.
• Well-developed multitasking and organizational skills.
• Ability to prioritize and exercise independent judgment.
• Familiarity with PC systems, Windows OS, and basic network concepts.

Responsibilities

• Provide timely, courteous resolutions to issues via Help Desk.
• Install, troubleshoot, and repair PCs, Macs, printers, and peripherals.
• Document issues and maintain knowledge base for end users.
• Train faculty, staff, and students on use of equipment and software.
• Collaborate with ITSS and other teams to meet project milestones.

Skills

Interpersonal skills

Multitasking

Organizational skills

Prioritization

Troubleshooting

Network basics

Windows admin

Mac support

Customer service

People skills

Education

Associate's degree or equivalent

Tools

Help Desk software

Video conferencing tools

Printer management

Job description

Job Description

The Technical Analyst at Arcadia University is a key member of a dynamic ITSS (IT) team and will be responsible for performing remote and in-person support for various software and hardware solutions. This role combines strong technical skills with an emphasis on delivering a high level of customer service to the University's community of users.

Location

Glenside

Responsibilities

Essential Functions

• Responsible for providing timely, accurate, courteous, and satisfactory resolutions to issues reported by various University stakeholders. These issues will be tracked and managed through the Help Desk software. Interface with end-users via phone, email, video conferencing, or in-person to fully understand and document issues and provide Tier 1 or occasionally Tier 2 support.
  
• Responsible for on-site and/or remote installation, implementation, maintenance, troubleshooting and/or repair of computers (PC/MAC, laptops/desktops), video-conference devices, phones, notebooks, printers, and associated peripherals. Performs troubleshooting, parts replacement, system upgrades, basic deployment, and repair on desktops/notebooks/ printers.
  
• Identifies potential issues that could adversely impact end-user experience and takes proactive and corrective action.
• Reviews troubleshoot and approve operational quality desktops, notebooks, printers, and associated peripherals. Installs maintain and optimize desktop /notebook configurations at the customer site.
  
• Serves as liaison with various functional and academic units on administrative and technical matters.
  
• Participates actively in the development of clear procedures, documentation, and knowledge base with an unwavering focus on enhancing customer experience. Have a well-rounded knowledge of the policies and procedures as it pertains to IT and the University.
  
• Provides training to faculty, staff, and students on the basic use of University-owned and supported technology equipment and productivity software.
  
• Adjusts to multiple demands and shifting priorities; accepts responsibility for results of actions.
  
• Works with the Information Technology Support Services team and other teams within IT to support the achievement of project milestones and deliver on internal and/or external commitments.
  

Marginal Functions

• Performs other related duties as assigned for the purpose of ensuring the efficient and effective functioning of the work unit.

Qualifications

Minimum Requirements

• Vocational or technical training or Associate's Degree preferred;
  Or, an equivalent combination of education and experience is required.

Required Knowledge, Skills and Abilities

• Excellent interpersonal and oral communication skills.
  
• Ability to work with faculty members, staff and administrators.
  
• Well-developed multitasking and organizational skills.
  
• Ability to prioritize and exercise independent judgment.
  
• Demonstrated resourcefulness and the ability to use initiative and to learn new skills.
  
• Accuracy and attention to detail.
  
• Ability to handle confidential information and materials.
  
• Strong troubleshooting skills.
  
• Understanding of the fundamentals of network and server/desktop administration, installations, upgrades, techniques, tools, materials, and equipment.
  
• Knowledge of processes and resources required to perform analytical and technical tasks on PC systems, and Windows Operating System.
  
• Mac/Apple support and experience helpful.
  
• Ability to physically perform general office requirements including equipment removal and installation in many diverse office environments.
  
• Someone who enjoys technology and working with people.
  
• An individual who has an interest in a broad spectrum of technology and can grow that skill set with minimal guidance.
  
• A background in technology service and support where the expected quality level was high to elite.
  
• Familiarity working with third-party software content platforms.

Arcadia University

Arcadia University is a top-ranked private University in Greater Philadelphia that provides a values-based, authentic educational experience by placing students at the center. The Institute of International Education has consistently ranked Arcadia first in the nation for study abroad, and the Princeton Review has ranked Arcadia among the "Best in the Northeast" for 10 consecutive years. The University's graduate programs in Physical Therapy, Physician Assistant, Education, and Public Health are nationally ranked in their respective categories by U.S. News & World Report, which cites Arcadia for being among the top study abroad programs and a top performer for social mobility. Arcadia is home to a close-knit and welcoming community that supports students throughout their journey. Arcadia's quality academic programs, unique approach to a liberal arts education, and supportive community guide students toward degree completion and career success. Learn more about our vibrant community at www.arcadia.edu.

Values

We welcome candidates who can contribute to the excellence of our community. The successful candidate will demonstrate examples of ways they will incorporate our values in their work.

Equal Opportunity Statement

At Arcadia University, our Lived Values are the foundation of our highly regarded, values-based learning community, which reflects the world in which we want to live. As such, Arcadia actively seeks and welcomes candidates who embrace those values. Arcadia prohibits discrimination against individuals on the basis of ethnicity, national origin, ancestry, race, color, religion, creed, sex, gender, marital status, affectional or sexual orientation, age, gender identity, military or military veteran status, disability, family medical or genetic information, or any other legally protected characteristic. All offers of employment are conditional based on the successful completion of a background check. Employment may not begin until the University accepts the results of the background check.

Benefits Package

Arcadia offers a competitive benefits package that includes excellent healthcare, generous tuition benefits for employees and their families, retirement benefits, health and wellness programs and resources, and much more.

Position Code

AC156F