Junior Technical Support Analyst

Milton Academy • Milton, MA

4d • Onsite

About The Position

Milton Academy is seeking a Junior Technical Support Analyst in Academy Technology Services to provide technical support, service, and training to faculty, students, and staff. The role is a key Helpdesk contact, assisting users with desktop and laptop computers, tablets, applications, peripherals, and network-based services. It diagnoses and repairs hardware and software issues across Apple, Chrome, and Windows devices and supports related peripherals and technology tools. The position calls for a patient, approachable service professional who can explain technology clearly and help a diverse community with varying levels of technical experience build confidence in resolving technology challenges.

The Analyst installs, configures, maintains, repairs, and upgrades computer software, hardware, and peripherals; provides tier-one support; troubleshoots operating-system and connectivity issues; and maintains accurate Helpdesk and equipment inventory records. The role also uses support records to identify patterns, systemic problems, and training needs, and works with user communities to plan for and mitigate the effects of technology changes.

The Analyst researches and evaluates technology, keeps current with industry developments and product updates, ensures systems meet recommended standards, and tests and deploys upgrades with minimal service interruptions. The position also contributes to team projects, documents issues and results, and pursues relevant industry, product, and vendor certifications as appropriate. The role is supervised by the Manager of User Experience and has no supervisory responsibilities.

Requirements

• At least 1–3 years of experience supporting desktop and laptop hardware, operating systems (Windows and Mac), and commonly used applications.
• Advanced knowledge of Windows operating systems, including the ability to maintain, troubleshoot, configure, secure, and optimize Windows for varied user environments.
• Ability to work collaboratively and cooperatively in a team environment.
• Ability to work efficiently under stress and time pressure, prioritize multiple projects, and adapt to shifting priorities.
• Ability to solve problems independently and as part of a team.
• Excellent verbal and written communication skills.
• Excellent customer service skills, good judgment, courtesy, tact, and sensitivity when working with a diverse user community.
• Understanding of confidentiality issues.
• Receptiveness to supervision and professional development.
• Ability to work at a computer for up to 8 hours each day in conjunction with OSHA requirements.
• Manual dexterity to install and troubleshoot technical equipment.
• Ability to lift up to 10 pounds and move equipment.
• Ability to move around the Milton Academy campus without restriction.

Nice To Haves

• B.S./B.A. degree or equivalent experience.
• A+ certification and vendor certifications.
• Experience with macOS.

Responsibilities

• Install, configure, maintain, repair, and upgrade computer software, hardware, and related peripherals.
• Provide tier-one support for faculty, staff, and student computers and devices.
• Troubleshoot and resolve hardware, software, operating-system, and connectivity problems across a wide range of complexity.
• Document troubleshooting processes and resolutions, and share resolutions broadly.
• Maintain timely and accurate Helpdesk records and use them to identify patterns, systemic problems, and end-user training needs.
• Maintain accurate computer equipment inventory records.
• Execute equipment replacement cycles appropriate to office, lab, classroom, library, dorm, and common-space use.
• Work with user communities to assess, plan, and mitigate the impact of hardware, software, and operating-system changes.
• Research, evaluate, and recommend tools and technologies that improve departmental services.
• Keep current with industry trends, software upgrades, releases and patches, and hardware advancements.
• Ensure operating systems, applications, and hardware meet recommended industry standards.
• Test, plan, and deploy upgrades with minimal interruption to service.
• Perform tasks on group projects and document issues and results.
• Acquire and maintain industry-standard, product-specific, and vendor certifications as appropriate.
• Provide technical support, service, and training to faculty, students, and staff.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed