Technology Support Analyst I

Florida Atlantic University is seeking a Technology Support Analyst I in Boca Raton, FL.

The Technology Support Analyst I receives incoming requests from the Manager of Technology Support Services within Enterprise Support to resolve or expedite the resolution of computer-related problems. The nature and functionality of the projects vary by individual and change over time as necessary to accomplish the University’s academic mission.

Serves as a staff member for Technology Support Services within Enterprise Support and is responsible for providing technical support to the FAU user community.

Summary of Responsibilities:

• Handles incoming technical support requests via phone, chat, tickets, and walk-ins.

• Create, log, update, and resolve technology tickets effectively and efficiently using the appropriate ticketing system.

• Provides first-line support for user management requests, including login assistance, password resets, and Wi-Fi and email configuration.

• Supplies first-line support for the installation, configuration, maintenance, and support of hardware and software for desktops, laptops, wireless and cellular devices, peripherals, LANs, and WANs.

• Basic troubleshooting of software, network, and hardware-related issues.

• Creates documentation and knowledge-sharing communication to support the Office of Information Technology’s technical support knowledge base.

• Maintain/enhance technical expertise level by keeping current with industry standards and technical trends.

• Performs other job-related duties for the position as assigned.

FAU Benefits and Perks

If Benefits & Perks are important to you, then FAU is the place to be! Working at FAU has its perks! In addition to helping drive change and having a positive impact by supporting our students, staff, and faculty, FAU offers, As a nationally recognized Carnegie R1 research institution and one of only 13 universities nationwide to also hold Carnegie designations for Opportunity and Community Engagement, Florida Atlantic is advancing discovery, driving economic growth, and preparing graduates to lead in a rapidly changing world.

As South Florida’s Hometown University, Florida Atlantic serves as a destination for learning, culture, athletics, and community engagement. Through NCAA Division I athletics, world-class performing arts and cultural events, public lectures, gallery exhibitions, environmental education programs, and one of the nation’s largest Osher Lifelong Learning Institutes, Florida Atlantic welcomes thousands of residents, visitors, and learners to its campuses each year.

From inspiring environmental education programs to providing enriching experiences for retirees, professionals, families, and sports fans, Florida Atlantic is deeply connected to the communities it serves. Through these experiences and partnerships, the university helps strengthen the region’s cultural vitality, workforce, economy and quality of life.

Master’s degree from an accredited institution in an appropriate area of specialization; or a bachelor’s degree from an accredited institution in an appropriate area of specialization and two years of appropriate experience.

Preferred Qualifications:

Experience supporting the following mobile devices: iPhone, Android, and Windows phones.

Solid technical writing skills.

Good written and verbal communication, and superior customer service skills are essential.

Valid driver’s license.

• Excellent benefit packages including Medical (PPO/HMO $50 per month single & $180 per month family), Dental, Vision, Life Insurance, Flexible Spending plans, Employee Assistance Program (EAP) and much more.

• State retirement options including tax-deferred annuities and Roth 403(b) plans.

• State employees Public Service Loan Forgiveness (PSLF) (https://studentaid.gov/manage-loans/forgiveness-cancellation/public-service) program.

• Sick Leave Pool Program.

• Paid time off (eligible employees) including vacation and sick leave, 1 personal day, 9 paid holidays, and paid winter break (at President’s discretion).

• Paid Community Engagement Volunteer Service Day (https://www.fau.edu/hr/documents/community-engagement-volunteer-leave4-2015.pdf)