Senior Technical Support Specialist - Memphis, TN Campus

The position will report to the Vice President for Information Technology and the Assistant Vice President for Memphis Programs. Duties and responsibilities include :

1. Provide Technical Support : Serve as the first point of contact for faculty, staff, and students within the Office of Memphis Programs seeking technical assistance. Respond promptly to inquiries, troubleshoot issues, and resolve problems related to hardware, software, network connectivity, and other IT-related issues.

2. Hardware and Software Maintenance : Install, configure, and maintain computers, printers, scanners, and other peripheral devices used within the Office of Memphis Programs. Perform routine maintenance tasks such as software updates, and system optimizations to ensure optimal performance and security.

3. User Training and Documentation : Develop and deliver training materials and documentation to educate users within the Office of Memphis Programs on best practices for using technology effectively and securely. Assist users with software applications and provide guidance on troubleshooting common issues.

4. Collaboration and Communication : Collaborate with other members of the IT support team to escalate and resolve complex technical issues efficiently. Communicate effectively with users to provide status updates, gather additional information when needed, and ensure an elevated level of customer satisfaction.

5. System Monitoring and Troubleshooting : Monitor IT systems and networks within the Office of Memphis Programs to identify and resolve potential issues proactively. Perform regular system audits to ensure compliance with security policies and regulations and implement corrective actions, as necessary.

Daily Operations

Technical Support and Troubleshooting

• Providing remote first-line technical support and troubleshooting through diagnostic techniques and pertinent questions to staff, students and faculty.
• Diagnosing and resolving hardware and software issues.
• Walk the customer through the problem-solving process
• Direct unresolved issues to the next level of support personnel
• Provide accurate information on IT products or services
• Record events and problems and their resolution in logs
• Follow-up and update customer status and information
• Identify and suggest possible improvements on procedures
• Assisting with dental medical-specific software and equipment including providing purchasing quotes based on institutional policies.

System and Network Maintenance

User Training and Documentation

Software and Hardware Installation

IT Project Support and Coordination

Required Skills

Required Education and Experience