Technical Support Analyst

This position reports to the Help Desk Manager and provides tier 1 technical support to staff, faculty, and students. Support includes troubleshooting and maintaining desktops, laptops, mobile devices, applications, classroom AV systems, and related technology. The analyst will prepare and deploy computer setups, assist with labs, and ensure first‑level IT support is delivered effectively. As the first point of contact, this position represents the IT department and requires professionalism, strong communication skills, and a customer‑first mindset.

The ideal candidate has a “can‑do” attitude, demonstrates independent problem‑solving, and adapts quickly to new technologies, including basic use of AI tools to support troubleshooting and efficiency.

• Serve as the first point of contact at the IT Help Desk, delivering Tier 1 technical support to faculty, staff, and students in person, by phone, and by email. Act as the face of IT for the campus community, modeling professionalism, patience, and empathy in every interaction.
• Troubleshoot and resolve issues with computers, mobile devices, applications, and peripherals. Escalate appropriately only after independent troubleshooting and review of documentation.
• Leverage AI‑powered tools and knowledge bases to assist with problem resolution and ticket management.
• Provide high‑level troubleshooting and support for classroom and meeting AV systems, ensuring minimal downtime during live classes/events. Support Zoom/Teams and other collaboration tools used in teaching and administrative meetings.
• Maintain campus computer labs and virtual lab environments, ensuring software is current, systems are secure, and the environment is fully operational for teaching and learning.
• Communicate technical issues and solutions clearly to non‑technical users.
• Create, update, and maintain technical documentation, FAQs, and user guides for repeatable issues. Contribute to the Help Desk knowledge base, including AI‑enhanced troubleshooting content.
• Mentor and guide student workers, assigning and reviewing work, and ensuring quality of service. Collaborate with IT colleagues on escalated issues and cross‑departmental projects.
• Stay current with emerging technologies, including AI, cybersecurity best practices, and campus‑supported applications. Recommend process improvements to enhance efficiency, customer experience, and service quality.
• Other duties as assigned, including flexibility to support special events, projects and on‑call needs occasionally requiring evening or weekend work.

• Bachelor’s Degree preferred
• Equivalent technical education, certifications (e.g., CompTIA A+), or relevant IT support experience strongly considered.
• 1 – 3 years of experience in a technology environment, successfully serving customers
• Strong written and verbal communication skills; ability to explain technical concepts clearly to non‑technical users.
• Customer service focus with ability to build trust and represent IT positively.
• Ability to both work as a team and independently, showing initiative and resourcefulness without over‑reliance on escalation.
• Ability to use independent judgment and critical thinking. Strong problem‑solving skills are a must.
• Ability to prioritize and execute tasks in a high‑pressure environment.
• Familiarity with AI tools for support workflows and troubleshooting.
• Strong knowledge of Windows and Mac OS.
• Strong troubleshooting and problem‑solving skills across Windows, MacOS, iOS, and Google Workspace.

• Resume
• Cover letter stating motivation and interest in the position, citing experience relevant to the qualifications and including experience with, and commitment to, our Catholic Augustinian mission and our values.

This position is subject to the successful completion of a criminal background check.

This is an on‑campus position as employees are essential in order to provide a fully on‑campus, residential college experience for our students and the community.

Merrimack College is a Catholic Augustinian institution of higher education committed to building an accepting and…