Intermediate Technical Support Analyst

Job Details

Job Location: Palm Beach Atlantic University

• West Palm Beach

• West Palm Beach, FL

Position Type: Full Time

Salary Range: Undisclosed

Intermediate Technical Support Analyst

SUMMARY:

Provide day-to-day support for all hardware, software, installation, and diagnostic activities pertaining to Palm Beach Atlantic University IT systems.

JOB RESPONSIBILITIES:

Project Management and Customer Service

• Provides maintenance and repairs for university-owned computers.

• Provides advanced, higher-level support to Tier 1 and Tier 2 support tiers by providing escalated work that requires advanced root cause analysis.

• Investigates, diagnoses, and resolves complex problems for Tier 2 support systems, databases, networks, mobile data, and security teams before escalation.

• Creates, updates, and deploys computer images, software, and security application packages used to distribute updates consistently throughout the institution's computing environment.

• Develops scripts and software deployment packages for mass deployment and automation.

• Respond to requests for technical assistance in person, via phone, or electronically.

• Track and route problems and requests and document resolutions.

• Installs, upgrades, and configures system hardware, network printing. directory structures, rights, security, and software on individual Windows and Apple computers.

• Monitors supplies and equipment necessary to ensure continuous operations.

• Coordinates delivery and installation of software, hardware, and network components.

• Complies with schedule adherence to ensure overall service level targets are achieved.

• Identifies and provides input on unique or recurring customer problems.

• Stay current with system information, changes, and updates.

• Maintains a variety of documentation, including operational procedures and troubleshooting guidelines for the knowledge base.

• Maintain the Helpdesk system for all requests assigned, and work to ensure the timely resolution of appeals.

• Provide second-level support for problem requests escalated by the Helpdesk and coordinate with PBAU personnel and vendors to resolve issues.

• Participate in PC Support After Hours On-Call services (non-business hours) by Information Technology Services Departmental Policies and Procedures.

• Supports technology implementations/upgrades.

• Troubleshoot software. hardware, and network issues.

• Provides users with technical support, both written and verbal.

• Resolves computer issues in person and remotely.

• Responds to the needs and questions of users concerning their access to resources on the network.

• Completes ALL required maintenance and support certifications promptly.

• Excellent written and verbal communication skills required.

• Work effectively in a team environment.

• Other duties as assigned.

Reference and Instruction

• Provide in-person and online reference service and consultation in areas of research to the learning community.

• Collaborate with faculty to promote information literacy and provide patrons library instruction sessions onsite or virtually through the University's course management system.

• Design and lead workshops in the library's instruction classroom.

Research, Scholarship, Creative Activity

• Create tools designed to give general and course-specific library resource guidance to students and faculty, to include LibGuides and other online tools.

• Engage in an active life of scholarship appropriate to the instructional and service role of the academic librarian.

• Provide collection development services in one or more subject disciplines.

• Participate as a member of the University Faculty, including serving on University and Library committees as assigned.

• Participates actively in regional, state, and/or national professional organizations.

• Engages in professional development activities to increase knowledge and skills in areas of primary responsibility by attending educational workshops, reviewing professional publications, and establishing a personal network.

QUALIFICATIONS:

• CompTIA A+, CompTIA Network +, or comparable certification is preferred.

• Working knowledge, experience, and certification of the ITIL framework are preferred.

• Working knowledge of Microsoft Intune, Azure, Azure AD, and Azure Virtual Desktop Infrastructure is a big plus.

• Strong verbal, written, and interpersonal communication skills in the English language; ability to speak Spanish highly desirable.

EDUCATION AND EXPERIENCE:

• Bachelor's degree (B.S or B.A) from a four-year college or university is required. Advanced degree in computer science, business, or related field preferred.

Qualifications