Technical Support Specialist

• Provide clinic information system support, including but not limited to assisting with the main EHR application both in person and as part of the Information Technology clinic coverage.

• Diagnose and resolve issues related to wireless connectivity, networks, software, applications, and AV systems; participate in help desk operations and special projects as needed.

• Facilitate Zoom classroom support and serve as part of the team administering Zoom projects.

• Handle day-to-day audiovisual (AV) tasks such as scheduling, coordinating end-user training, and troubleshooting AV, lecture capture, digital signage, and video conferencing systems.

• Act as the intake and escalation point for AV, networking, and telecom requests received through the help desk system; offer help desk services as part of a collaborative support team and redirect problems to appropriate resources.

• Deliver exceptional customer service via phone, online, and in-person support to faculty, staff, and students, including off-site clinics.

• Collaborate with the team to ensure AV and network configurations for live events are completed according to established audio visual and network standards.

• Remain current on modern network technologies and tools applicable to this position.

• Perform all other duties as assigned by the Associate Dean, Information Technology,

• Microsoft Windows desktop operating systems, Microsoft Office products and other desktop applications.
• Mac OS and Apple products
• Local area network concepts, security, configuration, and troubleshooting
• Zoom phone troubleshooting
• Audio visual systems, video conferencing, lecture capture, and digital signage (Crestron AV controls, Sonic Foundry Mediasite, ZeeVee, Zoom)
• ITIL Foundation

• Manage projects and be familiar with project management concepts (project schedules, plans, scopes of work, etc.).
• Demonstrate solid written communication skills with the ability to write technical documentation or manuals
• Ability to support processes and software in a multi-vendor environment with limited supervision.

• Two (2) years of experience in the networking-related field.
• Three (3) years of experience in an IT customer service environment.
• Experience using Cisco IOS, Aruba, Palo Alto, Fortinet, and Zoom Phone.

• Bachelor's degree in related field or combination of education and experience

• Position is eight (8) hours/day and requires occasional assignments on weekends and/or evenings.
• Occasional travel to offsite clinics.

• Provide hands-on support and troubleshoot networking and telecommunication systems.
• Conduct research into emerging technology issues and products.
• Exceptional communication skills, including interacting regularly with architects, designers, and other trades
• Troubleshoot to IEEE/TIA wiring standards
• Provide computer application support which includes but is not limited to (software installation and administrative setting configurations)
• Understand ITIL tasks, incidents, changes, problems
• Maintain a professional and positive attitude in a fast-paced creative environment
• Demonstrated ability to work without direct supervision.
• Must be detail-oriented, have multi-tasking abilities, and handle tight, high-stress deadlines.
• Work within a team-oriented collaborative environment.

• The physical demands described here are representative but not definitive of those that must be met by an employee to successfully perform the essential functions of this job.
• Work is performed in a typical office environment, alternate sitting, standing , bending, stooping, and walking.
• Regular computer usage, simple grasping, frequent use of computer keyboard
• Exposure to cooler temperatures and noise within a server room environment can be anticipated.

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.