Technology Support Analyst I

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Note: Current FAU employees must apply as an internal applicant by logging into their existing Workday employee account.

Position Summary:

Florida Atlantic University is seeking a Technology Support Analyst I – 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 include:

• Responsible for handling incoming technical support requests via phone, chat, tickets, and walk-ins.

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

• Provides first-line support for requests related to user management, such as login assistance, password resets, WiFi configurations, and email configurations.

• Responsible for providing 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 knowledgebase.

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

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

The Office of Information Technology at Florida Atlantic University seeks scholars who are committed to supporting the learning needs of students from diverse backgrounds and to thoughtfully engaging all communities in higher education. Florida Atlantic University embodies a culture of strategic and collaborative community engagement that results in mutual benefit to the institution and the various internal and external communities that it serves. 

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: 
• 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) program - https://studentaid.gov/manage-loans/forgiveness-cancellation/public-service 
• Flexible work arrangement plans - https://www.fau.edu/hr/employee_relations/flexwork.php 
• 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

• Employee Educational Scholarship Program (EESP) for eligible Staff/Faculty - Tuition assistance after 6 months of full-time employment. For in-unit faculty, the EESP program may be extended to spouses and dependent children (eligibility rules apply). 

For details on FAU's amazing offers visit us at https://www.fau.edu/hr/benefits/index.php 

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Minimum Qualifications:

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 required.
Preferred Qualifications and Skills:
Solid technical writing skills are necessary, good written and verbal skills are a must, and superior customer service skills are essential.
Experience with supporting mobile devices such as iPhone, Android, and Windows phones is required.
Experience with installing, supporting, and troubleshooting Windows and Mac operating systems and Microsoft Office365 suite is required.
Experience with Active Directory, SCCM, Intune, Exchange, Canvas, Workday, and/or Banner preferred.
Customer service experience is required.
Valid driver's license required.

Salary:

$24.05 per hour.

College or Department:

OIT: Technology Support Services

Location:

Boca Raton

Work Days and Hours:

Monday – Sunday, 40 hours per week between the hours of 7:30 a.m. – 9 p.m. Ability to work outside regular hours when necessary.

Application Deadline:

2024-10-30

Special Instructions to Applicant:

APPLICATION DOCUMENTS REQUIRED:
Resume
OFFICIAL SEALED TRANSCRIPTS REQUIRED:
Final candidate will be required to have official, sealed transcripts and original NACES evaluation, if applicable, sent from their educational institution to Human Resources prior to the start of employment.
PRE-EMPLOYMENT SCREENINGS REQUIRED:
Selected candidates must successfully complete and pass all employment screenings prior to the start of employment. Employment screenings may include a criminal background check (level I and level II), motor vehicle check, credit check, reference checks, alcohol, and drug screening check.
REQUEST FOR ACCOMODATIONS:
Individuals with disabilities requiring accommodation, please call 561-297-3057. 711
As a Hispanic-serving institution, Florida Atlantic University (FAU) is one of the most racially and ethnically diverse institutions in the Florida state university system. We are committed to recruiting and retaining talented faculty and staff. We embrace our shared responsibility to create and celebrate a welcoming and inclusive campus environment for all. Our community features excellent schools, a vibrant and safe community, and a sub-tropical climate conductive to year-round outdoor activities.