Palm Beach Atlantic University is hiring a
Intermediate Technical Support Analyst
📍 West Palm Beach, FL
Technical Support & Troubleshooting:
- Provides daily support for PBAU standard desktop computers, laptops, and software through the IT ticketing system (FreshService) to ensure timely issue resolution.
- Diagnoses and resolves hardware and software malfunctions efficiently, documenting all troubleshooting steps and resolutions in the ticketing system.
- Performs hardware repairs, upgrades, and maintenance for IT equipment, including computers, printers, peripherals, and UPS devices.
- Utilizes the ticketing system to monitor, maintain, and ensure the functionality of IT systems, tracking recurring issues for proactive resolutions.
- Maintains accurate IT asset records, including hardware assignments and lifecycle management, using the ticketing system’s inventory module.
- Provides assistance in network troubleshooting, server maintenance, or other IT functions outside of core responsibilities.
- Participates in testing new software, hardware, and emerging technologies to assess potential campus-wide adoption.
- Provides feedback on beta versions of applications or hardware updates before full deployment.
- Serves as a critical first responder for classroom technology issues, ensuring that instructional spaces remain operational with minimal downtime.
- Provides immediate, in-person support for faculty experiencing classroom technology failures, prioritizing urgent issues in the ticketing system.
- Troubleshoots and resolves problems with classroom AV systems, projectors, Crestron controllers, and other instructional technology.
- Monitors classroom technology performance, leveraging the ticketing system to track recurring issues and prevent future disruptions.
- Assists university employees with computer and office equipment operation while documenting common issues and solutions in the ticketing system for future reference.
- Installs operating systems, software, and updates, ensuring proper configuration and security compliance.
- Provides user training and education on IT best practices, leveraging the ticketing system to track training needs and user-reported challenges.
- Assists with setup and technical support for university events
- Assists in compiling IT performance reports and tracking trends in service requests.
- Supports documentation updates for policies, procedures, and technical guides outside of primary troubleshooting duties.
- Fills in for IT staff during absences or high-demand periods.
- Assists in the proper disposal and recycling of outdated IT equipment in accordance with university and environmental guidelines.
- Helps maintain an inventory of decommissioned devices for potential repurposing.
- Attends internal IT department meetings and professional development sessions.
- Participates in optional training or certification opportunities to enhance technical skills
SUPERVISORY RESPONSIBILITY
- Student Employees
- Post high school training required; Bachelor's degree preferred, or equivalent experience.
EXPERIENCE:
- 3+ years of experience in computer science; Microsoft Office toolkit including Outlook, Word, Excel, PowerPoint, etc., preferred.
ESSENTIAL COMPETENCIES (Knowledge, Skills, and Abilities)
- 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.
- Adaptable/Flexibility – Ability to change or adjust to change.
- 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.
- Change Management – Ability to drive and implement change both internally and externally.
- Continuous Improvement – Implement or brainstorm ways to optimize a process.
- Creativity – Ability to think creatively and design creative solutions to problems.
- 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.
- Problem-solving – Anticipates, evaluates, diagnoses, and resolves problems in a systematic and fact-based manner.
- Project and Time Management – Effective planning and priority setting. Ability to manage several complex projects simultaneously while working under pressure to meet deadlines.
- Results Orientation & Accountability – Takes accountability and identifies, executes and drives actions to consistently achieve desired results.
- Self-development – Grow one’s self-awareness, abilities, skills, and/or talent.
- 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 work non-routine hours during certain times of the year.
- Ability to sit for prolonged periods of time.
- Ability to traverse campus and stairs.
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