Technical Support Analyst
About The Position
The Technical Support Analyst provides front-line technical assistance for university-issued desktops, laptops, software, and related devices in support of the university's mission and objectives. The role troubleshoots, installs, and maintains technology to support reliable, timely, and effective ITS service delivery. The analyst responds to Help Desk tickets for faculty, staff, and students; addresses hardware, software, basic network, and classroom technology issues; maintains asset records and documentation; assists with user accounts, onboarding, and Microsoft 365; and supports university events as needed. This is an entry-level position located at Palm Beach Atlantic University in West Palm Beach, Florida.
Requirements
- Post-high-school training is required.
- Ability to travel up to 10% of the time.
- Ability to lift or move objects weighing 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.
- Strong aptitude for learning new technologies as department processes evolve.
Nice To Haves
- A bachelor's degree in computer science, business, or a related field.
- Prior experience in IT customer service and technical troubleshooting.
Responsibilities
- Respond to Help Desk tickets through the FreshService system, providing timely IT support to faculty, staff, and students.
- 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, including projectors, AV controllers, and audiovisual equipment.
- 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.
- 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.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
Associate degree
