Technical Support Analyst

Position Overview

This position reports to the Help Desk Manager assisting staff, faculty, and students with tier 1 technical support of desktop, laptop, iphones/ipads, applications and related technology. Support includes specification, installation, and testing of computer systems and peripherals as well as training and assisting the campus community. The ideal candidate has a “can-do” attitude, is a self-starter, and is willing to take on any new challenge that is presented to them.

Primary Responsibilities:

• Demonstrate discretion and independent judgment, provide technical support and troubleshooting assistance to the campus via email, telephone, office visits, and classroom visits. Judgment is critical in supporting faculty and students in active classrooms, and staff in office operations.

• Maintain computer labs on campus as well as the virtual lab environment to ensure they are up to date and operational.

• Provide technical support for college owned hardware and software such as Microsoft Office suite, Windows and MAC operating systems as well as Apple iOS; and Mac OS X client configuration and management.

• Prepare equipment for deployment which includes imaging devices to ensure they are end user ready.

• Set up network accounts, network printers, email programs and web browsers. Reset network account passwords for faculty, staff and students.

• Assist with maintaining internal IT equipment and keep an accurate count of what is on site and what is needed.

• Mentor student workers in technical campus support; answer questions, direct responses, assign work orders; may participate in student training sessions.

• Lift and move computers, monitors, and other hardware as required.

• Assist with troubleshooting and maintaining the AV on campus.

• Perform other duties as assigned.
  
  

Qualifications:

• Bachelor’s Degree preferred

• 2-4 years of experience in a technology environment, successfully serving customers

• Strong written and oral communication skills. Proficient in documentation, reporting and knowledge transfer. Strong organizational skills.

• Ability to work independently and as part of a team, be able to perform under pressure.

• Ability to use independent judgment

• Ability to work nights and weekends when required is a must.

• Able to work in a collaborative team-oriented environment

• Ability to effectively prioritize and execute tasks in a high-pressure environment

• Strong knowledge of Windows and Mac OS

• Strong troubleshooting skills with Windows, Mac OS, iOS, Google
  
  

Application Materials Should Include:

• 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, our values, and our desire to be a more diverse, equitable and inclusive institution of higher learning.

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

Vaccinations and Work Location 

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.

The COVID-19 vaccine and booster for which an individual may be eligible are highly recommended for students, faculty and staff. Merrimack College does not require proof of COVID vaccination for enrollment, employment or to be a guest on our campus. 

Statement on Our Mission

Merrimack College is a Catholic Augustinian institution of higher education committed to building a culturally and racially diverse