TECHNICAL SUPPORT ANALYST

Longwood Gardens, PA; Kennett Square (Chester County); On-site; USD 52,000 - 76,000; Full time

Job summary

Longwood Gardens seeks a full-time Technical Support Analyst to join the IT team in Kennett Square, PA. You will provide on-site, day-to-day technical support, troubleshoot hardware and software issues, answer support calls, and resolve problems promptly while documenting actions in the work order system.

Responsibilities include deploying and supporting Windows/macOS workstations, configuring devices, supporting video conferencing, and assisting with cybersecurity initiatives.

Qualifications

• Bachelor’s degree preferred or Associate’s with 2–4 years in technical support.
• Proficiency with Windows and macOS, Microsoft 365 tools, Teams, and SharePoint.
• Ability to troubleshoot hardware and software issues and manage support tickets.
• Strong written and verbal communication across organizational levels.

Responsibilities

• Troubleshoot hardware, software, and peripheral issues; escalate to Tier 2/3 as needed.
• Deploy, configure, upgrade, and support Windows and macOS workstations.
• Install, relocate, and maintain IT equipment across campus locations.
• Configure and support video conferencing and AV systems.
• Provide backup support for daily IT operations and core services.
• Address endpoint cybersecurity issues and ensure security compliance.
• Manage support tickets and prioritize workloads to meet SLAs.
• Deliver independent technical support with excellent customer service.

Skills

Customer service

Problem solving

Ticket management

Clear communication

Learning new tech

Education

Bachelor’s degree in technology

Associate’s degree + 2–4 years experience

Tools

Microsoft Windows

macOS

Microsoft 365

Teams

SharePoint

Job description

If you are unable to complete this application due to a disability, contact this employer to ask for an accommodation or an alternative application process.

TECHNICAL SUPPORT ANALYST

Full Time Front Line Kennett Square, PA, US

4 days ago Requisition ID: 1402

As one of the great gardens of the world located just 30 miles outside of Philadelphia, Longwood Gardens is rooted in a steadfast mission of bringing joy and inspiration to everyone through the beauty of nature, conservation, and learning. Across our many departments, each and every staff member creates the magic that makes our Gardens distinctive. Our team of dynamic professionals is what sets us apart, and our spirit of legacy, innovation, and opportunity is what guides us. While beauty is our heart, our people are our soul.

Longwood Gardens seeks a full-time Technical Support Analyst to join our Information Technology team. In this role, you will provide on-site, day-to-day technical support to end users by troubleshooting hardware and software issues, answering support calls, and resolving problems promptly. You will ensure all activities are accurately recorded in the work order system and collaborate with other IT team members on projects spanning point-of-sale systems, enterprise applications, and endpoint detection and response to support cybersecurity priorities. Responsibilities include:

• Troubleshooting, diagnosing, and resolving hardware, software, and peripheral issues, escalating complex incidents to Tier 2/3 support as needed
• Deploying, configure, upgrading, and supporting Windows and macOS workstations
• Installing, relocating, and maintaining IT equipment across multiple campus locations
• Configuring, troubleshooting, and supporting video conferencing and audiovisual systems
• Providing backup support for daily IT operations, including troubleshooting core infrastructure services
• Evaluating and remediating endpoint cybersecurity issues, including malware and security compliance
• Managing support tickets, prioritizing workloads to meet service level expectations
• Delivering technical support independently while maintaining excellent customer service

The ideal candidate will have:

• A bachelor’s degree in a technology related field is preferred or an associate’s degree with two to four years of experience in a technical support role
• Proficiency with Microsoft Windows and macOS operating systems, Microsoft 365, Teams, SharePoint
• Demonstrated experience troubleshooting and resolving a range of hardware and software issues
• The ability to effectively manage and prioritize ticket requests within an assigned support queue
• Strong customer service skills, with the ability to communicate clearly and professionally, both verbally and in writing, with employees at all organizational levels
• Ability to quickly learn new technologies and independently apply new skills and solutions

Longwood Gardens is committed to nurturing a diverse and inclusive environment that celebrates the complexities and differences of all living things. We welcome and respect diverse backgrounds, life experiences, and perspectives. Diversity creates a more beautiful world, sparks innovation, and unites us.