Technical Support Analyst

SUMMARY

In support of the university's mission and objectives, the Technical Support Analyst provides front-line technical assistance for the university-issued desktops, laptops, software, and related devices. This role is responsible for troubleshooting, installations, and maintenance activities to ensure reliable, timely, and effective ITS service delivery.

Monitoring and Troubleshooting Support

• Responds to Help Desk tickets via the FreshService system, providing timely support to faculty, staff, and students with IT-related concerns.
• Diagnoses and resolves hardware and software issues related to desktops, printers, and peripheral devices.
• Performs basic network troubleshooting, including connectivity issues and printer configurations.
• Maintains accurate ITS asset records for tracking and lifecycle management.
• Assists users with Microsoft 365, email, and collaboration tools.
• Sets up new user accounts and provides ITS onboarding training.
• Installs operating systems, security updates, and required software.
• Documents common issues and solutions in the ITS knowledge base.

Classroom Technology Support

• Supports classroom technology, ensuring projectors, AV controllers, and audiovisual equipment function properly.
• Addresses classroom technology failures promptly to minimize instructional downtime.

Administrative and Operational Support

• Updates ITS documentation, policies, and procedures.
• Participates in ITS meetings and training to enhance technical skills.
• Assists with ITS inventory management, including tracking decommissioned assets.
• Assists with university event technology setup, as needed.

EDUCATION

Post high school training, required, bachelor's degree in computer science, business, or related field, preferred.

EXPERIENCE

This is an entry-level position. Prior experience in IT customer service and technical troubleshooting, 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.
• 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.
• 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.
• Establishes Trust – Gains the confidence of others by actions and words that promote being honest, forthcoming, and vulnerable.
• Problem-solving – Anticipates, evaluates, diagnoses, and resolves problems in a systematic and fact-based manner.
• Results Orientation & Accountability – Takes accountability and identifies, executes and drives actions to consistently achieve desired results.
• 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 lift/move objects up to 25 pounds.
• 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.