TECHNICAL SUPPORT ANALYST

As one of the great gardens of the world located just 30 miles outside of Philadelphia, Longwood Gardens is rooted in a steadfast mission of bringing joy and inspiration to everyone through the beauty of nature, conservation, and learning. Across our many departments, each and every staff member creates the magic that makes our Gardens distinctive. Our team of dynamic professionals is what sets us apart, and our spirit of legacy, innovation, and opportunity is what guides us. While beauty is our heart, our people are our soul.

Longwood Gardens seeks a full-time Technical Support Analyst to join our Information Technology team. In this role, you will provide on-site, day-to-day technical support to end users by troubleshooting hardware and software issues, answering support calls, and resolving problems promptly. You will ensure all activities are accurately recorded in the work order system and collaborate with other IT team members on projects spanning point-of-sale systems, enterprise applications, and endpoint detection and response to support cybersecurity priorities. Responsibilities include:

• Troubleshooting, diagnosing, and resolving hardware, software, and peripheral issues, escalating complex incidents to Tier 2/3 support as needed
• Deploying, configure, upgrading, and supporting Windows and macOS workstations
• Installing, relocating, and maintaining IT equipment across multiple campus locations
• Configuring, troubleshooting, and supporting video conferencing and audiovisual systems
• Providing backup support for daily IT operations, including troubleshooting core infrastructure services
• Evaluating and remediating endpoint cybersecurity issues, including malware and security compliance
• Managing support tickets, prioritizing workloads to meet service level expectations
• Delivering technical support independently while maintaining excellent customer service

The ideal candidate will have:

• A bachelor's degree in a technology related field is preferred or an associate's degree with two to four years of experience in a technical support role
• Proficiency with Microsoft Windows and macOS operating systems, Microsoft 365, Teams, SharePoint
• Demonstrated experience troubleshooting and resolving a range of hardware and software issues
• The ability to effectively manage and prioritize ticket requests within an assigned support queue
• Strong customer service skills, with the ability to communicate clearly and professionally, both verbally and in writing, with employees at all organizational levels
• Ability to quickly learn new technologies and independently apply new skills and solutions

Longwood Gardens is committed to nurturing a diverse and inclusive environment that celebrates the complexities and differences of all living things. We welcome and respect diverse backgrounds, life experiences, and perspectives. Diversity creates a more beautiful world, sparks innovation, and unites us.