Technical Support Analyst

Merrimack College • North Andover, MA

144d

About The Position

This position reports to the Help Desk Manager and provides tier 1 technical support to staff, faculty, and students. Support includes troubleshooting and maintaining desktops, laptops, mobile devices, applications, classroom AV systems, and related technology. The analyst will prepare and deploy computer setups, assist with labs, and ensure first-level IT support is delivered effectively. As the first point of contact, this position represents the IT department and requires professionalism, strong communication skills, and a customer-first mindset. The ideal candidate has a “can-do” attitude, demonstrates independent problem-solving, and adapts quickly to new technologies, including basic use of AI tools to support troubleshooting and efficiency.

Requirements

• Bachelor’s Degree preferred.
• Equivalent technical education, certifications (e.g., CompTIA A+), or relevant IT support experience strongly considered.
• 1 - 3 years of experience in a technology environment, successfully serving customers.
• Strong written and verbal communication skills.
• Customer service focus with ability to build trust and represent IT positively.
• Ability to both work as a team and independently, showing initiative and resourcefulness.
• Ability to use independent judgment and critical thinking.
• Ability to prioritize and execute tasks in a high-pressure environment.
• Familiarity with AI tools for support workflows and troubleshooting.
• Strong knowledge of Windows and Mac OS.

Nice To Haves

• Experience with Google Workspace.
• Strong troubleshooting and problem-solving skills across Windows, MacOS, iOS.

Responsibilities

• Serve as the first point of contact at the IT Help Desk, delivering Tier 1 technical support to faculty, staff, and students in person, by phone, and by email.
• Troubleshoot and resolve issues with computers, mobile devices, applications, and peripherals.
• Leverage AI-powered tools and knowledge bases to assist with problem resolution and ticket management.
• Configure, image, and deploy computers and mobile devices, ensuring they are secure, updated, and user-ready.
• Provide high-level troubleshooting and support for classroom and meeting AV systems.
• Maintain campus computer labs and virtual lab environments, ensuring software is current and systems are secure.
• Communicate technical issues and solutions clearly to non-technical users.
• Create, update, and maintain technical documentation, FAQs, and user guides for repeatable issues.
• Mentor and guide student workers, assigning and reviewing work, and ensuring quality of service.
• Stay current with emerging technologies, including AI, cybersecurity best practices, and campus-supported applications.

Benefits

• Equal Opportunity Employer

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: Bachelor's degree