What are the responsibilities and job description for the Customer Support Specialist position at InsideHigherEd?
Job Summary
The Customer Support Specialist is part of the Office of the Chancellor Technical Services Team, and will report to the Client Support Manager. This position functions primarily as the Tier 1 and Tier 2 point of contact for staff seeking technical assistance for technology issues. Duties are performed with considerable independence and are subject to review by a technical supervisor for quality, operational performance or other IT support services being provided. Additionally, the Customer Support Specialist will work closely within a larger team environment in order to provide superior end user support.
Essential Duties and Responsibilities
Help Desk Services
- Field incoming support requests via a central help desk phone line and email box.
- Thoroughly document in the trouble ticketing system all end user issues and follow up in a timely manner.
- Monitor the trouble ticketing system on an ongoing basis. Quickly resolve those issues that are tier 1 related and escalate and follow up on open tier 2 issues.
- Provide one-on-one guidance and knowledge transfer to end users related to the various applications in use in the environment.
- Perform basic network troubleshooting of the corporate network as well as each employee’s home network.
- Create and maintain documentation as it relates to the support services offered by the Help Desk.
- Configure workstations for end users utilizing a standard desktop configuration.
- Provide end user support for onsite printing / copying / multifunction services.
- Provide end user support for mobile devices.
- Recommend and coordinate the purchase of software and hardware needed to resolve end user requests.
- Troubleshoot and resolve access and connectivity issues.
Information Technology
Additional Duties
Work Environment
Minimum Qualifications
MINIMUM EXPERIENCE AND TRAINING : One year as an Information Technology Trainee or Information Technology Technician;
One year of information technology experience in applications development or applications maintenance, networking or desktop services, web site development or web site design, or other information technology support / administration services, and an associate's degree in any information technology field;
Three years of information technology experience in applications development or applications maintenance, networking or desktop services, web site development or web site design, or other information technology support / administration services;
An equivalent combination of experience and training.
Required Knowledge, Skills, and Abilities
Preferred Qualifications
Supplemental Information
Please note, this position is with the Office of the Chancellor at the PA State System of Higher Ed, not Kutztown University.
Applications & Resumes will be accepted until position is filled.The anticipated starting salary for this position is $61,903, per the AFSCME CBA. For internal applicants, salary will be calculated in accordance with the AFSCME CBA.
All applications for this position must be submitted via our online application / resume system ONLY. Please do not fax, mail, or e-mail any documentation.
Successful interview, reference checks, background clearances (PA Criminal, Child Abuse Clearance & FBI Clearance), and demonstration of ability are requisite qualifications for all positions.
Citizenship or work authorization to work in the United States required.
Non-Discrimination Statement The Pennsylvania State System of Higher Education prohibits any form of discrimination or harassment on the basis of sex, race, color, age, religion, national or ethnic origin, sexual orientation, gender identity or expression, pregnancy, marital or family status, medical condition, genetic information, veteran status, or disability in any decision regarding admissions, employment, or participation in a University program or activity in accordance with the letter and spirit of federal, state, and local non-discrimination and equal opportunity laws, such as Titles VI and VII of the Civil Rights Act of 1964, Title IX of the Education Amendments of 1972, the Age Discrimination in Employment Act, the Americans with Disabilities Act and ADA Amendments Act, the Equal Pay Act, and the Pennsylvania Human Relations Act. For information regarding civil rights or grievance procedures and for inquiries concerning the application of Title IX and its implementing regulation, contact Christa Cobb, State System Title IX Coordinator, 2300 Vartan Way, Suite 207, Harrisburg, PA 17110; Phone : (717)720.4167; Email : CCobb@passhe.edu . Additionally, inquiries concerning Title IX and its implementing regulation can be made to the U.S. Department of Education, Office of Civil Rights, Region III, The Wanamaker Building, 100 Penn Square East - Suite 505, Philadelphia, PA 19107; Phone : (215) 656-6010; Fax : (215) 656-6020.
Salary : $61,903
