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.