SUMMARY
In support of the university's mission and objectives, the Technical Support Analyst provides front-line technical assistance for the university-issued desktops, laptops, software, and related devices. This role is responsible for troubleshooting, installations, and maintenance activities to ensure reliable, timely, and effective ITS service delivery.
Monitoring and Troubleshooting Support
- Responds to Help Desk tickets via the FreshService system, providing timely support to faculty, staff, and students with IT-related concerns.
- Diagnoses and resolves hardware and software issues related to desktops, printers, and peripheral devices.
- Performs basic network troubleshooting, including connectivity issues and printer configurations.
- Maintains accurate ITS asset records for tracking and lifecycle management.
- Assists users with Microsoft 365, email, and collaboration tools.
- Sets up new user accounts and provides ITS onboarding training.
- Installs operating systems, security updates, and required software.
- Documents common issues and solutions in the ITS knowledge base.
Classroom Technology Support
- Supports classroom technology, ensuring projectors, AV controllers, and audiovisual equipment function properly.
- Addresses classroom technology failures promptly to minimize instructional downtime.
Administrative and Operational Support
- Updates ITS documentation, policies, and procedures.
- Participates in ITS meetings and training to enhance technical skills.
- Assists with ITS inventory management, including tracking decommissioned assets.
- Assists with university event technology setup, as needed.
EDUCATION
Post high school training, required, bachelors degree in computer science, business, or related field, preferred.
EXPERIENCE
This is an entry-level position. Prior experience in IT customer service and technical troubleshooting, preferred.
ESSENTIAL COMPETENCIES
- Customer Service Orientation - Keeps internal and/or external key stakeholder(s), students, parents, faculty, staff and community partners in mind at all times.
- Professionalism - Displays a high level of professionalism, e.g. timeliness, reliability, communication, and work ethic.
- Christ-first Faith - Provides spiritual support to community members, including students, on their Christian faith journey.
- Analytical Thinking & Decision Making - Identifies and understands trends and/or issues, connects data points through analysis and logical conclusions/actionable strategies.
- Attention to Detail - Ability to efficiently and accurately focus on a specific task or number of tasks. Reviews details with a critical eye.
- Confidentiality - Maintains the necessary confidentiality and discretion required for the position.
- Effective Communication - Expresses ideas and information in a clear and concise manner both verbally and in writing to convey clear, well-articulated messaging across a wide variety of audiences.
- Establishes Trust - Gains the confidence of others by actions and words that promote being honest, forthcoming, and vulnerable.
- Problem-solving - Anticipates, evaluates, diagnoses, and resolves problems in a systematic and fact-based manner.
- Results Orientation & Accountability - Takes accountability and identifies, executes and drives actions to consistently achieve desired results.
- Teamwork & Collaboration - Creates a climate that fosters commitment to a common vision and shared values that promote cooperation and working together through trust and support of others both departmentally and cross-functionally.
- Technology - Strong aptitude to learn new technologies as department processes evolve.
ADDITIONAL REQUIREMENTS
- Ability to travel up to 10% of time.
- Ability to lift/move objects up to 25 pounds.
- Ability to work non-routine hours during certain times of the year.
- Ability to sit for prolonged periods of time.
- Ability to traverse campus and stairs.
Benefits & Perks
Join a Christ-first university community committed to academic excellence, spiritual growth, and investing in the well-being of its employees. Palm Beach Atlantic University offers a competitive and comprehensive benefits package designed to support your health, financial well-being, professional growth, and work-life balance.
Health, Wellness, and Retirement
- Medical, Dental, and Vision Insurance Options
- Short-Term Disability, Long-Term Disability, and Employer-Paid Life Insurance
- Employee Assistance Program (EAP) 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
Time Away from Work
- 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
Additional Benefits
- Tuition Benefit for eligible full-time employees and their dependents for courses at PBA.
Additional Employee Perks
- 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