The Technical Support Specialist is part of a dynamic team of technology professionals providing tier 1 and tier 2 technical support to classroom, lab, research, and administrative areas across the university. This role performs routine support tasks and may provide limited technical support directly to faculty, staff, and students by following documented procedures in service of all academic and strategic objectives for Vanderbilt University. The Technical Support Specialist is a self-starter, excellent communicator, and a natural problem solver who can work both independently and collaboratively as part of a team.About the Work Unit:Vanderbilt University Information Technology is a human-centric organization that advances our university by delivering innovative solutions and frictionless experiences through collaboration.The Support Services team is the group responsible for providing endpoint management and support for VUIT. The team includes all on-campus and remote support for students, faculty, and staff and includes the helpdesk and lifecycle teams. Team members support anyone and everyone on campus in-person, remote, and via phone, text, chat, email, and ticketing. Support Services is responsible for providing outstanding customer support and team members exhibit strong interpersonal, technical, and written skillsDuties and Responsibilities:Key Functions and Expected Performance: Providing onsite and remote technical support for endpoint computing (40%):
Answers and troubleshoots incoming incidents and requests
Under direct supervision, provides world class IT support via a combination of excellent customer service, fast response times, reliable technical solutions, and personal ownership of all end-user technical issues.
Advocates timely response and resolution for customer needs throughout request process
Executes efficient business processes, under direct supervision, that allows successful assistance to customers across all areas of Vanderbilt. While this person may have a primary school or area of support, he/she utilizes standard processes and enhanced knowledge base to expand reach to other areas as well.
Resolves customer issues in a timely manner and documents problems and resolution as required within ITSM system, Knowledge Base, etc.
Maintains a high workload, consistently and successfully resolving a large number of issues relative to other technical support team members, all while maintaining high quality work in areas related to customer service, adherence to defined processes, and written/system documentation.
Engaging with end-users (40%):
Continuously communicates during the lifecycle of open tickets
With help from supervisors, advises customers on best practices related to systems, data, and network security and integrity
Utilizes various systems to interact with customers directly to offer solutions
Using proactive strategies and solutions to reduce or prevent problems (10%):
Evaluate customer tickets to determine the appropriate support level
Under direct supervision, resolves, dispatches, or escalates concerns to supervisors or senior support staff as necessary
Provides solutions for customer technology needs based on knowledge articles and support from supervisors and colleagues
Performing administrative duties (10%):
Documents and maintains end-user issues in central ticketing systems, knowledge bases, etc.
Supervisory Relationships:This is an individual contributor role reporting directly to the Lead Technical Support Specialist.Education and Certifications:
Associates degree is preferred
Qualifications:
2 years of relevant experience is necessary
Experience performing basic computer troubleshooting tasks is necessary
A functional understanding of current computer hardware and software is necessary
Experience with system image and application management through MDM solutions, such as: SCCM, Intune, AirWatch, etc. is preferred
Ability to clearly articulate technical concepts to end-users with various levels of technical proficiency is necessary
Information Technology’s Guiding Principles:
Trust and Respect- VUIT cultivates a community built on trust, mutual respect, and inclusivity, where all members feel valued and supported. We prioritize honesty, dignity, empathy, and a willingness to listen and understand.
Professionalism- VUIT strives to maintain a culture of maturity, accountability, and integrity to best represent the University and self. Have a sense of humility and poise in your work and daily interactions.
Collaborate- VUIT commits to being inclusive in solution design where we value sharing within and partnering across the university. We are intentional about including our colleagues and preventing silos.
Bias-to-Action- VUIT is seen as a changemaker by exhibiting a decisive, self-starter, take-action approach with a willingness to make decisions without excessive deliberation. Personal initiative is recognized as a key part of the creative process.
Communicate- Communication (written, verbal and non-verbal), within and outside VUIT, is open, thoughtful, welcoming, clear, proactive, concise yet complete, always honest, and delivered kindly.
Innovate- VUIT pledges to be bold and challenge the status quo by inspiring a culture of creativity that promotes growth and advancement for the university.
Celebrate Each Other- We are intentional in showing appreciation for the work of others by valuing and acknowledging meaningful contributions at all levels of the organization.
Optimize- VUIT will practice continuous and thoughtful optimization of our solutions and services to increase our human and technological capacity. Capacity drives innovation.
Commitment to Equity, Diversity, and InclusionAt Vanderbilt University, we are intentional about and assume accountability for fostering advancement and respect for equity, diversity, and inclusion for all students, faculty, and staff. Our commitment to diversity makes us who we are. We have created a community that celebrates differences and lets individuality thrive. As part of this commitment, we actively value diversity in our workplace and learning environments as we seek to take advantage of the rich backgrounds and abilities of everyone. The diverse voices of Vanderbilt represent an invaluable resource for the University in its efforts to fulfill its mission and strive to be an example of excellence in higher education. Vanderbilt University is an equal opportunity, affirmative action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran, or any other characteristic protected by law. Please note, all candidates selected for an offer of employment are subject to pre-employment background checks, which may include but are not limited to, based on the role for which they have been selected: criminal history, education verification, social media review, motor vehicle records, credit history, and professional license verification.#LI-HYBRID