Junior Technical Support Analyst

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Position: Junior Technical Support Analyst

Department: Academy Technology Services (ATS)

Hours: Full-time, generally 8:30 am-5:00 pm; some flexibility required

FLSA: Non-exempt

Salary Range: $26 - $30 per hour, based on experience and qualifications.

Milton Academy is an independent college preparatory K–12 school, boarding and day in grades 9–12, located just south of Boston.

Milton Academy cultivates in its students a passion for learning and a respect for others. Embracing diversity and the pursuit of excellence, we create a community in which individuals develop competence, confidence and character. Our active learning environment, in and out of the classroom, develops creative and critical thinkers, unafraid to express their ideas, prepared to seek meaningful lifetime success and to live by our motto, “Dare to be true.”

Milton Academy is seeking a Junior Technical Support Analyst to provide technical support, service, and training to faculty, students, and staff across a wide range of technology needs.

This role serves as a key point of contact for the Helpdesk and supports users with desktop and laptop computers, tablets, applications, peripherals, and network-based services. The Junior Technical Support Analyst will troubleshoot technical issues, respond to Helpdesk calls and requests, and assist community members in resolving hardware, software, and connectivity problems.

diagnosing and repairing hardware and software issues on Apple, Chrome, and Windows devices, as well as supporting a variety of related peripherals and technology tools.

A strong commitment to customer service is essential. The ideal candidate is patient, approachable, and enjoys working with a diverse community of users with varying levels of technical experience. This person should be comfortable explaining technology clearly and helping others build confidence in solving technology-related challenges.

Install, configure, maintain, repair and upgrade computer software, computer hardware, and related peripherals.

Provide tier-one support for faculty, staff, and student computers and devices. Troubleshoot and resolve hardware, software, and operating system problems that span a wide-range of complexity. Document troubleshooting processes and resulting problem resolutions. Openly and broadly share problem resolutions.

Maintain timely and accurate Help Desk records. Make effective use of Help Desk records to identify patterns, systemic problems, and end-user training needs.

Maintain timely and accurate inventory records for all computer equipment. Execute replacement cycles that are appropriate to the specific use of office, lab, classroom, library, dorm, and common-space equipment.

Work with user communities to assess, plan, and mitigate the impact of hardware, software, and/or operating system changes.

Research, evaluate and recommend tools and technologies that support and/or improve the department’s ability to provide efficient and effective services to the community.

Proactively maintain knowledge of industry trends, software upgrades/releases/patches, and hardware advancements. Ensure that operating systems, applications, and hardware meet recommended industry standards. Test, plan, and deploy upgrades with minimal interruptions to service.

Execute tasks as part of projects undertaken by the group; document issues and results.

Acquire and maintain industry…