What are the responsibilities and job description for the Managed Technology Support Specialist - Technology Solutions position at uic?
UIC is seeking a Managed Technology Support Specialist to join our Technology Solutions team. This role is primarily responsible for delivering high-quality, customer-focused, technical, and end-user support to designated university units. This role requires interaction with application software, operating systems, and vendor partners to diagnose and resolve unique, non-recurring problems and successfully deploy hardware and software solutions within established standards and guidelines. This position is also responsible for maintaining accurate and timely documentation of all work using the assigned ticketing system.
This position requires the use of a mobile phone, including participation in rotating on-call support responsibilities outside of regular business hours, including nights, weekends, and holidays.
Duties & Responsibilities:
- Assist clients and staff with the installation, configuration, and ongoing usability of desktop computers, mobile devices, peripheral and audio-visual equipment, and software within established standards and guidelines. Maintain a high level of client satisfaction through effective communication and prompt resolution of support requests, including escalation to other staff or vendor contacts as needed. Promptly documenting all work in the assigned ticketing system.
- Utilize endpoint management software tools (including GPO, Intune, MECM, and Jamf) to deploy and maintain computers following relevant university standards and policies, ensuring compatibility and reliability with use of diverse software and hardware systems. Assist in maintenance of hardware and software inventory and deployment details, including recommendations to clients on equipment replacement cycles.
- Fully participate in defined support processes, including creation, updating, and resolution of support interaction tickets. Document and monitor reported service problems and their associated workarounds to ensure timely and, when possible, proactive resolution of incidents.
- Participate in the development of associated documentation to ensure efficient service provision and support: internal knowledgebase of procedures for common requests/incidents, testing procedures, training guides, manuals, and how-to documents. Provide assistance and guidance to clients through demonstration of applications, equipment, and processes in person and using the assigned ticketing system.
- Participate in rotating on-call support responsibilities outside of regular business hours, including nights, weekends, and holidays.
- Perform other related duties and participate in special projects as assigned.
