Technical Analyst

Job Description: 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. Location: Glenside Responsibilities Provide timely, accurate, courteous, and satisfactory resolutions to issues reported by various University stakeholders, tracked and managed through the Help Desk software. Interface with end‑users via phone, e‑mail, video conferencing, or in‑person to fully understand and document issues and provide Tier1 or occasionally Tier2 support. Perform 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. Perform troubleshooting, parts replacement, system upgrades, basic deployment, and repair on desktops/notebooks/printers. Identify potential issues that could adversely impact end‑user experience and take proactive and corrective action. Review, troubleshoot, and approve operational quality desktops, notebooks, printers, and associated peripherals. Install, maintain, and optimize desktop/notebook configurations at the customer site. Serve as liaison with various functional and academic units on administrative and technical matters. Participate actively in the development of clear procedures, documentation, and knowledge base with an unwavering focus on enhancing customer experience. Maintain a well‑rounded knowledge of the policies and procedures as they pertain to IT and the University. Provide training to faculty, staff, and students on the basic use of University‑owned and supported technology equipment and productivity software. Adjust to multiple demands and shifting priorities; accept responsibility for results of actions. Work 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. Marginal Functions Perform other related duties as assigned for the purpose of ensuring the efficient and effective functioning of the work unit. Qualifications Minimum Requirements: Vocational or technical training or Associate’s Degree preferred; or an equivalent combination of education and experience is required. Required Knowledge, Skills and Abilities: 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. Employment Information Arcadia University is a top‑ranked private university in Greater Philadelphia that provides a values‑based, authentic educational experience. Arcadia offers a competitive benefits package that includes excellent healthcare, generous tuition benefits for employees and their families, retirement benefits, health and wellness programs and resources, and much more. At Arcadia University, our Lived Values are the foundation of our highly regarded, values‑based learning community, which reflects the world in which we want to live. As such, Arcadia actively seeks and welcomes candidates who embrace those values. Arcadia prohibits discrimination against individuals on the basis of ethnicity, national origin, ancestry, race, color, religion, creed, sex, gender, marital status, affectional or sexual orientation, age, gender identity, military or military veteran status, disability, family medical or genetic information, or any other legally protected characteristic. All offers of employment are conditional based on the successful completion of a background check. Employment may not begin until the University accepts the results of the background check. Position Code: AC156F #J-18808-Ljbffr Arcadia University