Technology Support Analyst I

Florida Atlantic University • Boca Raton, FL

18d • $50,000 - $55,000 • Onsite

About The Position

Florida Atlantic University’s Office of Information Technology is seeking a detail-oriented and customer-focused Technology Support Analyst I in Boca Raton, FL to provide first-line technical assistance to our vibrant campus community. In this role, you’ll be the go-to resource for troubleshooting hardware, software, and network issues, managing support tickets, and ensuring smooth technology experiences for students, faculty, and staff. If you thrive in a dynamic environment and enjoy learning new technologies, this is an excellent opportunity to make a meaningful impact. The Technology Support Analyst I receives incoming requests from the Manager of Technology Support Services within Enterprise Support to resolve or expedite the resolution of computer-related problems. The nature and functionality of the projects vary by individual and change over time as necessary to accomplish the University's academic mission. Serves as a staff member for Technology Support Services within Enterprise Support and is responsible for providing technical support to the FAU user community.

Requirements

• Master's degree from an accredited institution in an appropriate area of specialization; or a bachelor's degree from an accredited institution in an appropriate area of specialization and two years of appropriate experience.
• Resume
• OFFICIAL SEALED TRANSCRIPTS REQUIRED: Final candidate will be required to have official, sealed transcripts and original NACES evaluation, if applicable, sent from their educational institution to Human Resources prior to the start of employment.
• PRE-EMPLOYMENT SCREENINGS REQUIRED: Selected candidates must successfully complete and pass all employment screenings prior to the start of employment. Employment screenings may include a criminal background check (level I and level II), motor vehicle check, credit check, reference checks, alcohol, and drug screening check.

Nice To Haves

• Valid driver's license.
• Customer service experience.
• Experience with installing, supporting, and troubleshooting Windows and Mac operating systems and Microsoft Office365 suite.
• Experience with supporting mobile devices such as iPhone, Android, and Windows phones.
• Solid technical writing skills are necessary, good written and verbal skills are a must, and superior customer service skills are essential.

Responsibilities

• Responsible for handling incoming technical support requests via phone, chat, tickets, and walk-ins.
• Create, log, update, and resolve technology tickets effectively and efficiently using the appropriate ticketing system.
• Provides first-line support for requests related to user management, such as login assistance, password resets, WiFi configurations, and email configurations.
• Responsible for providing first-line support for the installation, configuration, maintenance, and support of hardware and software for desktops, laptops, wireless and cellular devices, peripherals, LANs, and WANs.
• Basic troubleshooting of software, network, and hardware-related issues.
• Creates documentation and knowledge-sharing communication to support the Office of Information Technology’s technical support knowledge base.
• Maintain/enhance technical expertise level by keeping current with industry standards and technical trends.
• Performs other job-related duties for the position as assigned.

Benefits

• Excellent benefit packages including Medical (PPO/HMO $50 per month single & $180 per month family), Dental, Vision, Life Insurance, Flexible Spending plans, Employee Assistance Program (EAP), and much more.
• State retirement options, including tax-deferred annuities and Roth 403(b) plans.
• State employees Public Service Loan Forgiveness (PSLF) program.
• Sick Leave Pool Program.
• Paid time off (eligible employees), including vacation and sick leave, 1 personal day, 9 paid holidays, and paid winter break (at the President’s discretion).
• Paid Community Engagement Volunteer Service Day
• Employee Educational Scholarship Program (EESP) for eligible Staff/Faculty - Tuition assistance after 6 months of full-time employment. For in-unit faculty, the EESP program may be extended to spouses and dependent children (eligibility rules apply).

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Number of Employees: 1,001-5,000 employees