Technical Support Specialist I

• Provides front-line technical and audio-visual support; resolves system configuration and performance issues with hardware and software for the staff and faculty.
• Administers and maintains A/V equipment and computers for offices, labs, and classrooms. Works toward maximum repair efficiency, working with vendor technicians, when necessary, with the objective of little to no classroom downtime.
• Facilitates various types of meetings and events held in PHS facilities, utilizing audio/video conferencing tools such as the Zoom Workspace app, the Microsoft Teams app, and Poly phones.
• Provides basic technical assistance in day-to-day technical troubleshooting to internal and external students, staff, and faculty using laptops, desktops, and various media devices.
• Assists all departments in technical inquiries related to supporting the organizations of the Pharmacy and Health Sciences programs at the University.
• Performs hardware repairs, software installations, and maintenance for all types of laptops, desktops, printers, projectors, and multi-function devices.
• Performs tasks in areas relating to facilities operations and technology, including, but not limited to:
  • Conducts tasks associated with the timely delivery of packages. Delivers all packages to units promptly, noting and following special handling requirements.
  • Part ordering, procurement, service requests, and tracking for facilities, operations, and computer services.
  • Operates and maintains department print shop. Fulfills poster-printing and laminating requests, providing guidance when necessary. Keeps required supplies in stock.
  • Demonstrates the knowledge of general photography to take photos of events and headshots when requested, using a DSLR camera and photo editing software.
  • Troubleshoots and maintains PacificPrint printers to ensure optimal functionality and minimal downtime as well as looking after shredding bins to schedule timely disposals.
  • Maintaining and driving the Pacific Mobile Clinic van to ensure efficient logistics and support for various events
  • Writing procedures and technical documentation.

• Performs other duties as assigned or requested.

• High School Diploma.
• Two (2) years of experience in computer support services or similar environments.

• One to two years of post-high school education.
• Experience in Customer Service/Helpdesk environment.
• A or equivalent certification.
• Proficient experience with AV presentation systems.
• Crestron, Extron, and/or AMX programming knowledge.
• Demonstrated proficiency in Dell, HP, and Lenovo warranty work and parts installation.
• Proficiency in and knowledge of desktop operating systems: Microsoft Windows, Apple OSX, and productivity software (Office 365, Adobe Creative Cloud suite, etc.).
• Positive attitude, proven ability to work successfully with diverse populations.
• Ability to self-pace and facilitate coordination of laptop/computer repairs for students with minimal oversight.
• Communicates clearly and effectively with users of varying levels of expertise.
• Experience and sensitivity in working with people of diverse backgrounds and cultures.
• Demonstrated experience in advancing social justice, equity, and inclusion in a university setting.
• Ability to engage and integrate culturally responsive practices and knowledge in their work.

University of the Pacific is an affirmative action and equal opportunity employer dedicated to workforce diversity. In compliance with applicable law and its own policy, Pacific is committed to recruiting and retaining a diverse faculty and staff and does not discriminate in its hiring of faculty and staff, or in the provision of its employment benefits to its faculty and staff on the basis of race, color, religion, national origin, ancestry, age, genetic information, sex/gender, marital status, military and veteran status, sexual orientation, medical condition, pregnancy, gender identity, gender expression, or mental or physical disability.