Vacancy expired!
The Technology Support Specialist provides technical support to staff in Housing & Residence Life to ensure timely problem resolution, system/data access and optimal system performance. This represents a user community of approximately 35 full-time staff and 350 student staff.
Under the supervision of the Associate Director of IT Operations, the position is responsible for the setup, maintenance, troubleshooting, and timely resolution of problems related to desktop and laptop computers, mobile devices, printers, digital signs, conference rooms and other audio-visual equipment, and all associated software systems.Position Responsibilities- Technical Support:
- Provide technical support through the departments Help Desk to resolve common desktop support, network, security, and standard University applications issues in an efficient and timely manner.
- Accurately configure, test, install, deploy, and upgrade Windows and MacOS computers, printers, and mobile devices.
- Provide high quality customer service and training through courteous and professional communication and consistent follow-up.
- Maintain strong working relationships within the department and with IT professionals in other departments.
- Projects and Maintenance:
- Execute projects to replace, upgrade, or improve current technology.
- Accurately configure, test, install, deploy, and upgrade computers, printers, mobile devices, digital signs, and audio-visual equipment.
- Proactively identify potential problems through regular inspections and preventative maintenance on equipment and supplies.
- Diagnose and make minor hardware repairs, or coordinate work through outside service providers.
- Purchase equipment and supplies as requested.
- Reporting, Documentation, and Records:
- Accurately document technical support request history.
- Monitor logs and verify that operating system, application, and security updates are applied on schedule. Perform malware and sensitive data scans.
- Document and update procedures and guidelines in the departments knowledge base.
- Maintain accurate inventories of hardware and software assets and spare parts.
- Coordinate storage and disposal of surplus equipment.
- Other Duties:
- As an LSP (Local Support Partner), serve as a liaison with the Universitys Information Technology Services department.
- This position is responsible for other special projects and duties as assigned.
- Excellent customer service skills, including ability to work with a diverse customer base and to communicate tactfully with users of varying technical abilities
- In-depth knowledge of hardware and software technologies used in the university environment, including common office applications and Windows, Mac OS, and iOS platforms
- Working knowledge of current information technology concepts and terminology, computer security best practices, and network environments
- Proven troubleshooting skills and the ability to diagnose and resolve complex software, hardware, printing, audio-visual, and network issues
- Demonstrated ability to work effectively as part of a team and to make appropriate independent decisions and recommendations
- Advanced verbal and written communication skills, including ability to clearly document processes and to communicate complex technical information to novice computer users
- High attention to detail, and ability to organize tasks to meet deadlines under time pressure
- Willingness and ability to master new systems, technologies, and processes quickly
- Bachelor's degree in Computer Science, Computer Engineering, Information Systems, or related discipline. Relevant experience may be considered in lieu of a degree.
- At least 1 year of work experience in technical support in a complex business environment (3 years preferred).
- Current and valid U.S. drivers license
- The position requires seated work using a computer. Employee will be required to lift various weights, climb ladders and stairs in order to complete jobs.
Vacancy expired!