Technical Support Analyst

Palm Beach Atlantic University relies on a dedicated ITS team to keep campus technology running smoothly. This onsite role in West Palm Beach, Florida places you on the front line of support for university-issued desktops, laptops, software, and related devices, handling troubleshooting, installations, and ongoing maintenance to ensure dependable ITS service delivery.

Responsibilities

• Respond to Help Desk tickets via the FreshService system, delivering timely support to faculty, staff, and students with IT-related concerns.
• Diagnose and repair hardware and software issues affecting desktops, printers, and peripheral devices.
• Perform basic network troubleshooting, including connectivity issues and printer configurations.
• Maintain accurate ITS asset records for tracking and lifecycle management.
• Assist users with Microsoft 365, email, and collaboration tools.
• Set up new user accounts and provide onboarding training for ITS services.
• Install operating systems, security updates, and required software.
• Document common issues and solutions in the ITS knowledge base.
• Support classroom technology, ensuring projectors, AV controllers, and audiovisual equipment function properly and addressing failures promptly to minimize downtime.
• Update ITS documentation, policies, and procedures.
• Participate in ITS meetings and training to enhance technical skills.
• Assist with ITS inventory management, including tracking decommissioned assets.
• Assist with university event technology setup as needed.

Requirements

• Bachelor's degree in computer science, business, or a related field.
• Customer service orientation, with a focus on stakeholders such as students, faculty, staff, and community partners.
• Professionalism evidenced by timeliness, reliability, communication, and work ethic.
• Christ-first Faith and willingness to provide spiritual support to community members on their Christian faith journey.
• Analytical thinking and decision making to identify trends, link data, and derive actionable strategies.
• Attention to detail with the ability to perform tasks accurately and review details critically.
• Confidentiality and discretion aligned with the position's needs.
• Effective communication skills, both verbal and written, across diverse audiences.
• Ability to establish trust through honest, forthcoming, and reliable actions.
• Problem-solving capability to anticipate, evaluate, diagnose, and resolve issues systematically.
• Results orientation and accountability, with a drive to achieve consistent outcomes.
• Teamwork and collaboration, promoting shared goals and cross-functional cooperation.
• Technical aptitude to learn new technologies as processes evolve.

Technologies

• FreshService
• Microsoft 365

Additional Requirements

• Ability to travel up to 10% of the time.
• Ability to lift or move objects up to 25 pounds.
• Ability to work non-routine hours during certain times of the year.
• Ability to sit for prolonged periods.
• Ability to traverse campus and stairs.