Technical Support Analyst

Palm Beach Atlantic University; West Palm Beach (FL); In loco; USD 40.000 - 52.000; Tempo pieno

Vantaggi offerti da questo lavoro

Tuition Benefit for eligible full-time

Free parking

One complimentary meal per week

Wellness program

Employer-Paid Life Insurance

Descrizione del lavoro

Palm Beach Atlantic University is seeking an entry-level Technical Support Analyst to provide front-line support for university desktops, laptops, software, and peripherals. You will respond to Help Desk tickets, diagnose hardware and software issues, assist with Microsoft 365, and onboard new users.

The role includes classroom technology support, asset management, and collaboration with ITS. A post-high school credential and a bachelor’s degree are preferred; strong customer service and

Competenze

• Entry-level IT position with emphasis on customer service and technical troubleshooting.
• Bachelor’s degree preferred; post-high school training required.
• Experience in IT customer service is a plus, but not required.

Mansioni

• Provide front-line technical support for university desktops, laptops, and peripherals.
• Respond to Help Desk tickets via FreshService system.
• Diagnose hardware and software issues and perform basic network troubleshooting.
• Assist with Microsoft 365, email, and collaboration tools; onboard new users.
• Support classroom technology and audiovisual equipment; assist with event technology as needed.

Conoscenze

Customer service

IT troubleshooting

Microsoft 365

Onboarding/training

Communication

Teamwork

Attention to detail

Formazione

Bachelor's degree in CS/Business/related field

Post-high school training required

Strumenti

FreshService

AV equipment

Windows OS

Printer setup

IT asset management

Descrizione del lavoro

SUMMARYIn support of the university's mission and objectives, the Technical Support Analyst provides front-line technical assistance for the university-issued desktops, laptops, software, and related devices. This role is responsible for troubleshooting, installations, and maintenance activities to ensure reliable, timely, and effective ITS service delivery.Monitoring and Troubleshooting SupportResponds to Help Desk tickets via the FreshService system, providing timely support to faculty, staff, and students with IT-related concerns.Diagnoses and resolves hardware and software issues related to desktops, printers, and peripheral devices.Performs basic network troubleshooting, including connectivity issues and printer configurations.Maintains accurate ITS asset records for tracking and lifecycle management.Assists users with Microsoft 365, email, and collaboration tools.Sets up new user accounts and provides ITS onboarding training.Installs operating systems, security updates, and required software.Documents common issues and solutions in the ITS knowledge base.Classroom Technology SupportSupports classroom technology, ensuring projectors, AV controllers, and audiovisual equipment function properly.Addresses classroom technology failures promptly to minimize instructional downtime.Administrative and Operational SupportUpdates ITS documentation, policies, and procedures.Participates in ITS meetings and training to enhance technical skills.Assists with ITS inventory management, including tracking decommissioned assets.Assists with university event technology setup, as needed.EDUCATIONPost high school training, required, bachelor's degree in computer science, business, or related field, preferred.EXPERIENCEThis is an entry-level position. Prior experience in IT customer service and technical troubleshooting, preferred.ESSENTIAL COMPETENCIESCustomer Service Orientation – Keeps internal and/or external key stakeholder(s), students, parents, faculty, staff and community partners in mind at all times.Professionalism – Displays a high level of professionalism, e.g. timeliness, reliability, communication, and work ethic.Christ-first Faith – Provides spiritual support to community members, including students, on their Christian faith journey.Analytical Thinking & Decision Making – Identifies and understands trends and/or issues, connects data points through analysis and logical conclusions/actionable strategies.Attention to Detail – Ability to efficiently and accurately focus on a specific task or number of tasks. Reviews details with a critical eye.Confidentiality – Maintains the necessary confidentiality and discretion required for the position.Effective Communication – Expresses ideas and information in a clear and concise manner both verbally and in writing to convey clear, well-articulated messaging across a wide variety of audiences.Establishes Trust – Gains the confidence of others by actions and words that promote being honest, forthcoming, and vulnerable.Problem-solving – Anticipates, evaluates, diagnoses, and resolves problems in a systematic and fact-based manner.Results Orientation & Accountability – Takes accountability and identifies, executes and drives actions to consistently achieve desired results.Teamwork & Collaboration – Creates a climate that fosters commitment to a common vision and shared values that promote cooperation and working together through trust and support of others both departmentally and cross-functionally.Technology – Strong aptitude to learn new technologies as department processes evolve.ADDITIONAL REQUIREMENTSAbility to travel up to 10% of time.Ability to lift/move objects up to 25 pounds.Ability to work non-routine hours during certain times of the year.Ability to sit for prolonged periods of time.Ability to traverse campus and stairs.Benefits & PerksJoin a Christ-first university community committed to academic excellence, spiritual growth, and investing in the well-being of its employees. Palm Beach Atlantic University offers a competitive and comprehensive benefits package designed to support your health, financial well-being, professional growth, and work-life balance.Health, Wellness, and RetirementMedical, Dental, and Vision Insurance OptionsShort-Term Disability, Long-Term Disability, and Employer-Paid Life InsuranceEmployee Assistance Program (EAP) for confidential personal and work-life supportWellness Program, including access to the Greene Complex Health & Fitness CenterRetirement Savings Plan with a 7.25% employer matchTime Away from WorkGenerous Paid Holiday Time Off, including Good Friday and Easter Monday; the day before and after Thanksgiving; and a two-week Christmas Break.Vacation and Sick LeavePaid Parental LeaveSpiritual Retreat DaysAdditional BenefitsTuition Benefit for eligible full-time employees and their dependents for courses at PBA.Additional Employee PerksFree parkingOne complimentary meal per week in the Fraser Dining Hall10% discount at the PBA Campus StoreCommuter discounts for Brightline and Tri-RailFree admission to the Norton Museum of Art