<div>&nbsp;</div><div>SUMMARY&nbsp;</div><div>In support of the university’s mission and objectives, the Intermediate Technical Support Analyst provides technical support for standard desktop computers, laptops, hardware, software, and related devices, including troubleshooting, installations, and maintenance. &nbsp;</div><div><br></div><div>ESSENTIAL FUNCTIONS</div><div><br>Technical Support &amp; Troubleshooting:&nbsp;</div><ul><li>Provides daily support for PBAU standard desktop computers, laptops, and software through the IT ticketing system (FreshService) to ensure timely issue resolution.&nbsp;</li><li>Diagnoses and resolves hardware and software malfunctions efficiently, documenting all troubleshooting steps and resolutions in the ticketing system.&nbsp;</li><li>Performs hardware repairs, upgrades, and maintenance for IT equipment, including computers, printers, peripherals, and UPS devices.&nbsp;</li><li>Utilizes the ticketing system to monitor, maintain, and ensure the functionality of IT systems, tracking recurring issues for proactive resolutions.&nbsp;</li><li>Maintains accurate IT asset records, including hardware assignments and lifecycle management, using the ticketing system’s inventory module.&nbsp;</li><li>Provides assistance in network troubleshooting, server maintenance, or other IT functions outside of core responsibilities.&nbsp;</li><li>Participates in testing new software, hardware, and emerging technologies to assess potential campus-wide adoption.&nbsp;</li><li>Provides feedback on beta versions of applications or hardware updates before full deployment.</li></ul><div>Classroom Technology Support &amp; Urgency:&nbsp;</div><ul><li>Serves as a critical first responder for classroom technology issues, ensuring that instructional spaces remain operational with minimal downtime.&nbsp;</li><li>Provides immediate, in-person support for faculty experiencing classroom technology failures, prioritizing urgent issues in the ticketing system.&nbsp;</li><li>Troubleshoots and resolves problems with classroom AV systems, projectors, Crestron controllers, and other instructional technology.&nbsp;</li><li>Monitors classroom technology performance, leveraging the ticketing system to track recurring issues and prevent future disruptions.&nbsp;</li></ul><div>User Assistance &amp; Training:&nbsp;</div><ul><li>Assists university employees with computer and office equipment operation while documenting common issues and solutions in the ticketing system for future reference.&nbsp;</li><li>Installs operating systems, software, and updates, ensuring proper configuration and security compliance.&nbsp;</li><li>Provides user training and education on IT best practices, leveraging the ticketing system to track training needs and user-reported challenges.&nbsp;</li></ul><div>IT Support Assistance:&nbsp;</div><ul><li>Assists with setup and technical support for university events&nbsp;</li><li>Assists in compiling IT performance reports and tracking trends in service requests.&nbsp;</li><li>Supports documentation updates for policies, procedures, and technical guides outside of primary troubleshooting duties.&nbsp;</li><li>Fills in for IT staff during absences or high-demand periods.&nbsp;</li><li>Assists in the proper disposal and recycling of outdated IT equipment in accordance with university and environmental guidelines.&nbsp;</li><li>Helps maintain an inventory of decommissioned devices for potential repurposing.&nbsp;</li><li>Attends internal IT department meetings and professional development sessions.&nbsp;</li><li>Participates in optional training or certification opportunities to enhance technical skills</li></ul><div><br>SUPERVISORY RESPONSIBILITY&nbsp;</div><ul><li>Student Employees&nbsp;</li></ul><div><br><br></div><div>EDUCATION: &nbsp;</div><ul><li>Post high school training required; Bachelor's degree preferred, or equivalent experience.&nbsp;</li></ul><div><br>EXPERIENCE: &nbsp;</div><ul><li>3+ years of experience in computer science; Microsoft Office toolkit including Outlook, Word, Excel, PowerPoint, etc., preferred.&nbsp;</li></ul><div><br>ESSENTIAL COMPETENCIES (Knowledge, Skills, and Abilities) &nbsp;</div><ul><li>Customer Service Orientation – Keeps internal and/or external key stakeholder(s), students, parents, faculty, staff and community partners in mind at all times. &nbsp;</li><li>Professionalism – Displays a high level of professionalism, e.g. timeliness, reliability, communication, and work ethic.&nbsp;</li><li>Christ-first Faith – Provides spiritual support to community members, including students, on their Christian faith journey.&nbsp;</li><li>Adaptable/Flexibility – Ability to change or adjust to change.&nbsp;</li><li>Analytical Thinking &amp; Decision Making – Identifies and understands trends and/or issues, connects data points through analysis and logical conclusions/actionable strategies.&nbsp;</li><li>Attention to Detail – Ability to efficiently and accurately focus on a specific task or number of tasks. Reviews details with a critical eye.&nbsp;</li><li>Change Management – Ability to drive and implement change both internally and externally.&nbsp;</li><li>Continuous Improvement – Implement or brainstorm ways to optimize a process.&nbsp;</li><li>Creativity – Ability to think creatively and design creative solutions to problems.&nbsp;</li><li>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.&nbsp;</li><li>Problem-solving – Anticipates, evaluates, diagnoses, and resolves problems in a systematic and fact-based manner.&nbsp;</li><li>Project and Time Management – Effective planning and priority setting. Ability to manage several complex projects simultaneously while working under pressure to meet deadlines.&nbsp;</li><li>Results Orientation &amp; Accountability – Takes accountability and identifies, executes and drives actions to consistently achieve desired results.&nbsp;</li><li>Self-development – Grow one’s self-awareness, abilities, skills, and/or talent.&nbsp;</li><li>Teamwork &amp; 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. &nbsp;</li><li>Technology – Strong aptitude to learn new technologies as department processes evolve.&nbsp;</li></ul><div><br>ADDITIONAL REQUIREMENTS: &nbsp;</div><ul><li>Ability to work non-routine hours during certain times of the year.&nbsp;</li><li>Ability to sit for prolonged periods of time.&nbsp;</li><li>Ability to traverse campus and stairs.&nbsp;</li></ul><div><br></div>

Palm Beach Atlantic University

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