Senior Technical Support Analyst

SUMMARY 

In support of the University’s mission, the Senior Technical Support Analyst provides advanced technical support, troubleshoots complex IT issues, and ensures the reliability of technology at the university. This role supervises and mentors’ junior IT team leads medium- to large-scale projects and optimizes IT service delivery through the ticketing system. 

ESSENTIAL FUNCTIONS

Monitoring and Troubleshooting  

• Provides expert-level support for PBAU standard desktop computers, laptops, and software via the IT ticketing system (FreshService). 

• Diagnoses and resolves complex hardware, software, and Tier 2 network issues to minimize disruptions. 

• Provides advanced IT support for major university events, including AV setup and troubleshooting. 

• Analyzes system performance data to identify trends and areas for improvement, recommend hardware/software replacements, and improve overall performance. 

• Evaluates and test new hardware, software, and security solutions before campus-wide implementation. 

Project and Classroom Management 

• Leads IT projects, including technology upgrades, system optimizations, and process improvements. 

• Serves as the primary technical lead for classroom technology support, ensuring instructional spaces remain fully operational. 

• Trains faculty on classroom technology usage and proactively prevent recurring issues. 

• Serves as a liaison between faculty, staff, and IT leadership by ensuring clear communication on technology needs and challenges. 

IT Asset and Infrastructure Management 

• Oversees inventory management and hardware lifecycle, from procurement to deployment. 

• Ensures IT assets are properly tracked, maintained, and decommissioned per departmental policies. 

• Stays current with industry best practices and emerging technologies 

• Assists network, security, and infrastructure teams as needed to meet departmental goals.

SUPERVISORY RESPONSIBILITY  

• Student Employees 

EDUCATION:  

• Bachelor's degree in computer science, business, or related field, required. 

EXPERIENCE:  

• 3+ years of experience in computer and networking hardware and software systems, required.  

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. 
• Confidentiality – Maintains the necessary confidentiality and discretion required for the position. 
• Continuous Improvement – Implement or brainstorm ways to optimize a process. 
• Develops Others – Ability to promote continuous improvement within teams and/or individuals. 
• 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 travel up to 10% of time. 
• 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. 
• Ability to lift/move objects up to 50 pounds.