Intermediate Technical Support Analyst

SUMMARY 

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.  

ESSENTIAL FUNCTIONS

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.

Classroom Technology Support & Urgency: 

• 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. 

User Assistance & Training: 

• 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. 

IT Support Assistance: 

• 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 

EDUCATION:  

• 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.