Technical Support Analyst

Palm Beach Atlantic University•West Palm Beach, FL

About The Position

In support of the university's mission and objectives, the Technical Support Analyst provides front-line technical assistance for university-issued desktops, laptops, software, and related devices. The role handles troubleshooting, installations, and maintenance to ensure reliable, timely, and effective ITS service delivery. The analyst supports faculty, staff, and students through the FreshService Help Desk, resolves hardware and software issues, assists with Microsoft 365 and related tools, and provides basic network troubleshooting. The role also maintains ITS asset records, sets up accounts, supports onboarding, installs operating systems and software, and documents solutions in the ITS knowledge base. The position supports classroom technology by ensuring projectors, AV controllers, and other audiovisual equipment function properly and by responding promptly to failures. Additional work includes maintaining ITS documentation, participating in meetings and training, assisting with inventory management, and providing technology setup for university events as needed.

Requirements

Post-high-school training is required.
Ability to travel up to 10% of the time.
Ability to lift or move objects up to 25 pounds.
Ability to work non-routine hours during certain times of the year.
Ability to sit for prolonged periods.
Ability to traverse campus and stairs.

Nice To Haves

A bachelor's degree in computer science, business, or a related field is preferred.
Prior experience in IT customer service and technical troubleshooting is preferred.

Responsibilities

Respond to Help Desk tickets via the FreshService system and provide timely support to faculty, staff, and students with IT-related concerns.
Diagnose and resolve hardware and software issues involving desktops, printers, and peripheral devices.
Perform basic network troubleshooting, including connectivity issues and printer configurations.
Maintain accurate ITS asset records for tracking and lifecycle management.
Assist users with Microsoft 365, email, and collaboration tools.
Set up new user accounts and provide ITS onboarding training.
Install operating systems, security updates, and required software.
Document common issues and solutions in the ITS knowledge base.
Support classroom technology and ensure projectors, AV controllers, and audiovisual equipment function properly.
Address classroom technology failures promptly to minimize instructional downtime.
Update ITS documentation, policies, and procedures.
Participate in ITS meetings and training to enhance technical skills.
Assist with ITS inventory management, including tracking decommissioned assets.
Assist with university event technology setup as needed.

Benefits

Medical, dental, and vision insurance options.
Short-term disability, long-term disability, and employer-paid life insurance.
Employee Assistance Program for confidential personal and work-life support.
Wellness Program, including access to the Greene Complex Health & Fitness Center.
Retirement Savings Plan with a 7.25% employer match.
Generous 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 leave.
Paid parental leave.
Spiritual retreat days.
Tuition benefit for eligible full-time employees and their dependents for courses at PBA.
Free parking.
One complimentary meal per week in the Fraser Dining Hall.
10% discount at the PBA Campus Store.
Commuter discounts for Brightline and Tri-Rail.
Free admission to the Norton Museum of Art.