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# Technical Support Analyst

- **Company:** Palm Beach Atlantic University
- **Location:** West Palm Beach, FL, United States
- **Salary:** $40,560 - $42,640
- **Contract:** Permanent contract
- **Skills:** Microsoft Windows, Collaborative Software, Networking Basics, Software Engineering, Information Technology, User Accounts
- **Published:** November 5, 2026
- **Apply:** https://www.indeed.com/viewjob?jk=4f4e89925bc73248

## About the Role

Post high school training, required, bachelor's degree in computer science, business, or related field, preferred., This is an entry-level position. Prior experience in IT customer service and technical troubleshooting, preferred., * 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., * 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.

## Description

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.