Intermediate Technical Support Analyst
South Florida Tech Hub
SUMMARY: Provide day-to-day support services for PBAU standard desktop computers and laptops, software and related devices, installations, diagnostic activities, and triage of related software and hardware malfunctions. Provide basic supervision to Technical Support Analysts, or at the discretion of the management team, coordinate with other support staff, in the delivery of technical support services to specific locations within PBAU. May work on medium to large scale projects, in addition to providing support services as determined by the management team. Possess advanced knowledge and skills related to PC operating systems (Windows, MacOS) and PBAU standard desktop computer and laptop design, function, and related resources for service request resolution.
Act as primary contact and liaison for assigned support team. Assumes responsibility and accountability for performing repairs, upgrades, moves, installation, and maintenance of information systems hardware, including terminals, printers, computers, peripherals, ups, and technology equipment. Assists users with the general operation of their computer/office equipment and Office applications, performs hardware upgrades, installs operating systems, installs new software and software upgrades. The analyst will also analyze and recommend, as needed: equipment, hardware, and software replacement or upgrades. This position provides problem tracking, resolution, and continual education to university employees as well as ongoing technical support and maintenance of information systems equipment throughout all PBAU locations. Excellent written and verbal communication skills are required.
Qualifications: The strong candidate will have strong organizational skills to create, adhere to, and maintain systems set in place for efficient practices in the IT department. Exceptional customer service abilities in order to provide service to and for university employees. Excellent written and verbal communication skills are required to communicate effectively with a wide variety of university constituents including administration, faculty, staff, students, as well last outside third-party vendors.
The successful candidate will be a team player with an ability to work effectively with a wide variety of university members both inside and outside analyst’s direct reporting relationship. The highly desired candidate will also have strong collaborative skills to be able to work with others as a team, leading teams at times, and work across teams and departments to accomplish university objectives.
An ability to deploy, maintain, and repair computer-related hardware including Dell and iMac labs, kiosks, laptops, RFID pads, scanners, iOS, and Android devices, NovoPro for screen sharing and digital signage is required. A familiarity with the following various technologies used in the operation of the library including Sassafras
(LabMaps), EZProxy, Deep Freeze, JAWS, ContentDM, MS Office, SPSS, and OpenKiosk is highly desired; as is Scripting in PowerShell, WSH (e.g. VBScript), batch (.bat). Library Systems Administration and Library User Support experience are desired.
Education and/or Experience: A Bachelor’s degree (B.S or B.A) from a four-year college or university is required with a major in computer science, business, or related field preferred. Two to three years of experience in a related field is required.