Junior Technical Support Analyst

Position: Junior Technical Support Analyst

Department: Academy Technology Services (ATS)

Location: Warren Hall

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.”

Summary of Position:

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.

Responsibilities include: 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.

Essential Functions and Responsibilities:

Operations and Support

• 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.

Technology, Planning, and Research

• 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 standard, product specific, and vendor certifications as appropriate.

Supervision to be received: Supervised by the Manager of User Experience

Supervision to be exercised: None.

Education

Preferred:

• B.S./B.A. or equivalent experience
• A+ certification and vendor certifications

Experience

Required:

• At least 1-3 years of experience supporting desktop/laptop computer hardware, operating systems, (Windows and Mac) and commonly used applications.

• Advanced knowledge of Windows operating systems. Ability to maintain, troubleshoot, configure, secure, and optimize Windows to meet the needs of a variety of user environments.

Preferred: Experience with MacOS preferred.

Physical Abilities:

Required:

• Must be able to work at a computer for up to 8 hours each day in conjunction with OSHA requirements.

• Manual dexterity to install and troubleshoot technical equipment.

• Must be able to lift up to 10 pounds and move equipment.

• Must be able to move around the Milton Academy campus without restriction.

Other required experience and abilities:

Required: Work collaboratively and cooperatively in a team environment. Work efficiently; work well under stress and time pressures with the ability to prioritize multiple projects and shifting priorities. Problem solve independently and as part of a team. Excellent verbal and written communication skills. Possess excellent customer service skills, exhibit good judgment, be courteous, and display tact and sensitivity in dealing with a diverse user community. Must understand issues of confidentiality. Must be receptive to supervision and professional development.

All interested internal candidates must complete an application for promotion or transfer and inform your supervisor as soon as possible.

The essential functions and basic skills have been included in this job description; it is not intended to be construed as an exhaustive list of all functions, responsibilities, skills and abilities. Additional functions and requirements may be assigned by supervisors as deemed appropriate. This position description is subject to change at any time.

Milton Academy is an equal opportunity employer. All qualified applicants will receive consideration for employment and will not be discriminated against on the basis of any category protected by federal, state, or local law, including but not limited to race, color, sex, sexual orientation, gender identity, gender expression, religion, disability, age, genetic information, veteran status, ancestry, citizenship or national or ethnic origin.