Technology Support Analyst I

Florida Atlantic University•Boca Raton, FL

1d•$45,000 - $52,000•Onsite

About The Position

Florida Atlantic University is seeking a Technology Support Analyst I in Boca Raton, FL. 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.

Nice To Haves

Experience supporting the following mobile devices: iPhone, Android, and Windows phones.
Solid technical writing skills.
Good written and verbal communication, and superior customer service skills are essential.
Valid driver's license.

Responsibilities

Handles 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 user management requests, including login assistance, password resets, and Wi-Fi and email configuration.
Supplies 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

Medical (PPO/HMO $50 per month single & $180 per month family)
Dental
Vision
Life Insurance
Flexible Spending plans
Employee Assistance Program (EAP)
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 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).