Technical Analyst

The Technical Analyst at Arcadia University is a key member of a dynamic ITSS (IT) team and will be responsible for performing remote and in-person support for various software and hardware solutions. This role combines strong technical skills with an emphasis on delivering a high level of customer service to the University's community of users.

Glenside

• Responsible for providing timely, accurate, courteous, and satisfactory resolutions to issues reported by various University stakeholders. These issues will be tracked and managed through the Help Desk software. Interface with end-users via phone, email, video conferencing, or in-person to fully understand and document issues and provide Tier 1 or occasionally Tier 2 support.
• Responsible for on-site and/or remote installation, implementation, maintenance, troubleshooting and/or repair of computers (PC/MAC, laptops/desktops), video-conference devices, phones, notebooks, printers, and associated peripherals. Performs troubleshooting, parts replacement, system upgrades, basic deployment, and repair on desktops/notebooks/ printers.
• Identifies potential issues that could adversely impact end-user experience and takes proactive and corrective action.
• Reviews troubleshoot and approve operational quality desktops, notebooks, printers, and associated peripherals. Installs maintain and optimize desktop /notebook configurations at the customer site.
• Serves as liaison with various functional and academic units on administrative and technical matters.
• Participates actively in the development of clear procedures, documentation, and knowledge base with an unwavering focus on enhancing customer experience. Have a well-rounded knowledge of the policies and procedures as it pertains to IT and the University.
• Provides training to faculty, staff, and students on the basic use of University-owned and supported technology equipment and productivity software.
• Adjusts to multiple demands and shifting priorities; accepts responsibility for results of actions.
• Works with the Information Technology Support Services team and other teams within IT to support the achievement of project milestones and deliver on internal and/or external commitments.

• Performs other related duties as assigned for the purpose of ensuring the efficient and effective functioning of the work unit.

• Vocational or technical training or Associate's Degree preferred;
  Or, an equivalent combination of education and experience is required.

• Excellent interpersonal and oral communication skills.
• Ability to work with faculty members, staff and administrators.
• Well-developed multitasking and organizational skills.
• Ability to prioritize and exercise independent judgment.
• Demonstrated resourcefulness and the ability to use initiative and to learn new skills.
• Accuracy and attention to detail.
• Ability to handle confidential information and materials.
• Strong troubleshooting skills.
• Understanding of the fundamentals of network and server/desktop administration, installations, upgrades, techniques, tools, materials, and equipment.
• Knowledge of processes and resources required to perform analytical and technical tasks on PC systems, and Windows Operating System.
• Mac/Apple support and experience helpful.
• Ability to physically perform general office requirements including equipment removal and installation in many diverse office environments.
• Someone who enjoys technology and working with people.
• An individual who has an interest in a broad spectrum of technology and can grow that skill set with minimal guidance.
• A background in technology service and support where the expected quality level was high to elite.
• Familiarity working with third-party software content platforms.

Arcadia University is a top-ranked private University in Greater Philadelphia that provides a values-based, authentic educational experience by placing students at the center. The Institute of International Education has consistently ranked Arcadia first in the nation for study abroad, and the Princeton Review has ranked Arcadia among the "Best in the Northeast" for 10 consecutive years. The University's graduate programs in Physical Therapy, Physician Assistant, Education, and Public Health are nationally ranked in their respective categories by U.S. News & World Report, which cites Arcadia for being among the top study abroad…