Technical Support Analyst
Posted
Summary
Front-line IT support role at Palm Beach Atlantic University: responding to help desk tickets (FreshService), troubleshooting desktops, laptops, printers and basic network issues, supporting Microsoft 365 users, managing assets, and keeping classroom AV technology running for faculty, staff, and students.
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.