Technical Support Analyst

The Technical Support Analyst serves as a key resource for faculty and staff by providing timely and professional technical assistance that ensures a smooth end user experience. The role focuses on troubleshooting and resolving a variety of technical issues, supporting endpoint devices, and assisting with software and system needs across the organization. In addition to day to day support, the analyst collaborates with team members to improve technology processes, contribute to projects, and help maintain a stable and dependable IT environment.

This is a full-time position reporting to the Senior Director of Infrastructure and Cloud. The role requires regular interaction with end users and does not include supervisory responsibilities, though the Technical Support Analyst may receive direction from other College personnel for specific projects or initiatives. This position requires the ability to work onsite at our King of Prussia, PA office up to three days per week, or as needed to complete tasks and provide support for onsite events.

Job Scope

This position plays a key role in maintaining the organization’s IT environment by providing hands-on support, troubleshooting, and resolving a wide range of Tier 1 and Tier 2 issues. This position manages and maintains hardware and software, performs maintenance on endpoint devices, and supports both Microsoft and Apple platforms. The role serves as a primary point of contact for faculty and staff, contributes to process improvements, collaborates with higher level and technology team members, maintains technology asset inventories, and participates in departmental or cross-functional projects to ensure the efficient and secure operation of the organizational technology.

Expected Contributions

• Serve as the first point of contact, responding to emails, calls, and inbound technical support tickets received from both faculty and professional staff.
• Provide timely and reliable assistance to end users with hardware and software issues, ensuring support requests for assistance are addressed and resolved in a professional manner.
• Support, maintain, and troubleshoot a variety of hardware and software platforms, including laptops, mobile devices, printers, etc. This includes diagnosing issues, performing repairs or upgrades, installing and configuring software, and assisting end users with technical problems.
• Suggest improvements to processes and procedures to streamline the deployment and operation of technology.
• Collaborate with higher-tier support staff to resolve complex technical issues efficiently.
• Actively participate in technical team meetings by providing progress updates, sharing insights, and contributing to troubleshooting, process improvements, and project initiatives.
• Contribute to the creation of technical documentation and knowledge articles that help support faculty and staff
• Participate in departmental or cross-functional projects as needed.

Essential Qualifications and Competencies

• Bachelor’s degree in Computer Science, Information Technology, or a related field, or an equivalent combination of education and relevant experience.
• Two to five years of experience in end user or systems support, including use of ITSM and remote management tools.
• Experience with Apple operating systems preferred.
• Strong diagnostic and problem-solving abilities.
• Excellent organizational skills with the ability to prioritize tasks effectively.
• Strong communication and interpersonal skills.
• Solid understanding of computer systems, software, and IT best practices.

The College provides an award-winning culture and offers a competitive total compensation package that includes:

• Lucrative Time Off (25-40 Days PTO, Paid Family Medical Leave, 11 Paid Holidays)
• Retirement Savings Plan with Supplemental Contribution and Match
• Tuition Remission and Reimbursement
• Medical, Dental, Vision, and Wellness Benefits
• Company-paid Short Term and Long-Term Disability
• Flexible, hybrid, and remote work schedules

The target hiring range is $50,500.00-$60,000.00

***The salary of the candidate selected for this role will be based on a variety of factors, including but not limited to departmental budgets, qualifications, experience, education, licenses, specialty, and training. The hiring range represents The College’s good faith and reasonable estimate of possible compensation at the time of posting. Applications for this opening will be accepted through Saturday February 7, 2026.

In policy and practice, we encourage diversity and provide equal employment opportunities to all individuals based on job-related qualifications and ability to perform a job. We are committed to maintaining a welcoming and inclusive environment.

The American College of Financial Services is an E-Verify Employer.