What are the responsibilities and job description for the Technical Support Specialist position at Dynamic Campus?
Technical Support Specialist | Franciscan University | Steubenville, OH
At our partner institution at Franciscan University
The Technical Support Specialist will handle incoming queries/help requests from students, faculty, staff and administration. The position reports to the User Services Manager. The position requires working closely with other IT department personnel to aid on tasks outside their knowledge or expertise. The Technical Support Specialist is responsible for providing support services to all users to gain full benefit from the institution’s investment in information technology and services. Support services include Network, Media, Help Desk, Training, Desktop, System Support, and software inventory management. The Technical Support Specialist will create detailed notes of the problem the client(s) is experiencing, determine steps they can take to resolve the issue, and manage the flow of incoming support requests. The qualified person will assist with the day-to-day operation of the institution’s computer desktops, laptops, printers, and other network peripherals. This position is located in Steubenville, OH and is on-site at Franciscan University.
The hours of operation are Monday – Friday, 8:00-4:30 pm. Hours may vary.
Responsibilities:
- Provide desktop and audio-visual technical support with strong customer service skills.
- Receive, respond and resolve Help Desk tickets.
- Effectively troubleshoot and solve desktop hardware and software issues.
- Support Help Desk, Desktop Technology, and Lab/Classroom Technology functional areas
- Follow best practices to ensure end user data is protected and recoverable.
- Thoroughly understand multiple versions of the Windows desktop operating system, Mac OS, and patch and imaging technologies.
- Assist with image maintenance and deployment as well as inventory through the desktop management tool.
- Help customers use both hardware and software products effectively.
- In collaboration with the infrastructure team, troubleshoot and resolve basic network and Wi-Fi Issues.
- Complete, maintain, and process pertinent paperwork, records and documentation.
- Maintains historical records by documenting hardware and software changes and revisions.
- Maintains client confidence and protects operations by keeping information confidential.
- Provide orientation overviews related to IT services or software/hardware.
- Assist with the rollout of new PCs, laptops, media, network equipment, etc., in accordance with applicable replacement schedules and associated licensing.
- Other duties as assigned.
Requirements:
- Associate’s degree in computer science, Information Technologies, or related field, or an equivalent combination of experience, education, and training.
- Prior experience in customer support services role.
- Display strong end-user orientation and customer support service skills.
- Experience with Help Desk ticketing systems and customer service workflow.
- Strong understanding of technical troubleshooting methodology.
- Demonstrated experience working with a team to achieve goals.
- Excellent oral, written and interpersonal communication skills.
- Ability to work a flexible schedule as needed.
- Orientation to detail and ability to maintain thorough documentation.
- Demonstrated experience troubleshooting Mac devices and Windows PCs.
- Demonstrated experience troubleshooting audio-visual equipment.
- Must be able to lift 50 lbs. as needed to move equipment across the campus environment
- Must be able to sit for long periods at a time and or stand for long periods at a time
- Must be able to crawl under desk for any technology need
- Adhere to Dynamic Campus Core Values
Preferred Qualifications:
- Experience with Microsoft Endpoint Configuration Manager a plus.
Dynamic Campus Core Values:
- Be a Servant Leader
- Be a Team Player
- Be Accountable
- Act with the highest integrity
- Provide excellent customer service
- Find solutions not problems
Dynamic Campus is an Equal Employment Opportunity (EEO) Employer
No person is unlawfully excluded from employment opportunities based on race, color, religion, national origin, sex (including gender identity, sexual orientation and pregnancy), age, genetic information, disability, veteran status, or other protected class. Our EEO policy applies to all employment actions, including but not limited to recruitment, hiring, selection for training, promotion, transfer, demotion, layoff, termination, rates of pay or other forms of compensation.
