Technical Support Specialist (Hybrid)

The Technical Support Specialist provides remote and in-person support to the Vanderbilt University community. In addition to handling complex technical issues, this specialist actively contributes to team projects, participates in training sessions, and collaborates with other IT teams to enhance service delivery. They possess a solid understanding of university systems and are adept at resolving a wide range of user concerns efficiently.

About the Work Unit:

Vanderbilt University Information Technology is a human-centric organization that advances our university by delivering innovative solutions and frictionless experiences through collaboration.

Duties and Responsibilities:

Advanced User Support and Troubleshooting:

• Provide comprehensive remote and in-person technical support to students, faculty, and staff, addressing complex issues related to hardware, software, and university systems.
• Utilize advanced troubleshooting techniques to diagnose and resolve a broad range of technical problems effectively.

Collaboration and Team Contribution:

• Actively participate in team projects aimed at improving support processes and enhancing service delivery within the university's IT framework.
• Collaborate with other IT teams to resolve a wide range of customer issues.

Training and Development:

• Assist in the development of training materials and documentation to facilitate knowledge transfer.

Documentation and Quality Assurance:

• Maintain detailed and accurate documentation of support interactions, troubleshooting steps, and resolutions to ensure high-quality service continuity. 
• Review and update existing support documentation and knowledge base entries to reflect current practices and solutions on a regular basis. 

System Improvement and Maintenance:

• Monitor and analyze recurring technical issues to identify opportunities for system improvements and preventative measures.
• Collaborate with senior staff in the implementation of system updates and upgrades, ensuring minimal disruption to users.

On-call Responsibilities:

• The position may have on-call responsibilities, which involve being available for after-hours incident response. This includes addressing daily incidents and requests when on-call. On-call duties are shared with other team members on a rotating schedule.

Supervisory Relationships:

This is an individual contributor position that reports administratively and functionally to the Lead Technical Support Specialist. 

Education and Certifications:

• High school diploma is necessary.
• Associate’s degree or higher is preferred. 
• CompTIA A or similar entry-level certifications are preferred.
• 2 years of relevant experience in technical support is necessary.
• Proficient understanding of computer hardware, software applications, and operating systems (Windows, macOS, and Linux) is necessary. 
• Experience with remote support tools and ticketing systems is necessary.
• Strong analytical and problem-solving skills, with a keen attention to detail are necessary.
• Excellent communication skills, both verbal and written, with the ability to effectively convey technical concepts to diverse audiences are necessary.
• A proactive attitude towards continuous learning and professional development within the IT field is necessary.
• Excellent customer service skills, demonstrated through a proven track record of resolving issues promptly, communicating effectively, and consistently exceeding customer expectations, is necessary.
• Demonstrated commitment to VUIT’s Guiding Principles is necessary.

Information Technology’s Guiding Principles:

• Trust and Respect- VUIT cultivates a community built on trust, mutual respect, and inclusivity, where all members feel valued and supported. We prioritize honesty, dignity, empathy, and a willingness to listen and understand. 
• Professionalism- VUIT strives to maintain a culture of maturity, accountability, and integrity to best represent the University and self. Have a sense of humility and poise in your work and daily interactions.
• Collaborate- VUIT commits to being inclusive in solution design where we value sharing within and partnering across the university. We are intentional about including our colleagues and preventing silos. 
• Bias-to-Action- VUIT is seen as a changemaker by exhibiting a decisive, self-starter, take-action approach with a willingness to make decisions without excessive deliberation. Personal initiative is recognized as a key part of the creative process.
• Communicate- Communication (written, verbal and non-verbal), within and outside VUIT, is open, thoughtful, welcoming, clear, proactive, concise yet complete, always honest, and delivered kindly.
• Innovate- VUIT pledges to be bold and challenge the status quo by inspiring a culture of creativity that promotes growth and advancement for the university. 
• Celebrate Each Other- We are intentional in showing appreciation for the work of others by valuing and acknowledging meaningful contributions at all levels of the organization.
• Optimize- VUIT will practice continuous and thoughtful optimization of our solutions and services to increase our human and technological capacity. Capacity drives innovation.