The Technology Support Specialist I troubleshoots and instructs faculty, staff, students, and university affiliates by ensuring proper computer operation so end users can accomplish business tasks. This includes; receiving, prioritizing, documenting, and actively resolving end-user help requests via emails, chat, phone, one-on-one meetings, or web interaction. Problem resolution may involve the use of diagnostic and help request tracking tools. Requires a high level of customer service skills including accuracy, speed, empathy, and patience to deliver a great customer service experience to faculty, staff, and students.

Duties:

• Provides initial user support with OIT-related incident requests. Provide technical support to users at point-of-use, over the phone, and/or in person, opens and tracks work orders. Works scheduled and non-scheduled time at the front counter including but not limited to the start of the semester, staff shortages, and determination by the supervisor.
• Develops and maintains IT documentation, training materials, and frequently asked question lists for end users.
• Records, tracks, and documents all incidents and requests related to OIT service.
• Maintains OIT Support Center knowledge bases and generating reports upon requests.
• Responsible for remaining current on emerging technologies used and supported by the university, and performs all other duties as assigned.

Required:

1. Associate's degree in Computer Information Systems or any IT-related field.

2. Minimum one year of IT customer support experience in a higher education environment.

3. ITIL certification and/or CompTIA A+ certification within eighteen months of hire.

4. Excellent communication skills to ensure customer service calls are managed and recorded appropriately.

5. Experience in troubleshooting desktop operating systems and office applications.

6. Experience in creating documentation and training.

7. Must possess appropriate technical skills to identify, diagnose and solve issues.

8. Must effectively conduct research for computing issues as required and have strong documentation skills.

9. Ability to absorb and retain information quickly and give clear instructions.

10. Must have strong attention to detail and must be able to listen attentively to end-users.

11. Ability to problem-solve issues and careful decision-making of a routine nature.

Desired:

Bachelor's degree in Computer Science, Information Systems, or related discipline.

Experience using Help Desk call tracking software; Course Management System, Microsoft Office 365, Zoom, Audio Visual systems, and software support in an educational environment for PCs and Macs.

ITIL certification, Microsoft Office Specialist, or CompTIA A+ upon hire.

Full-time position with benefits. Background check required. To apply, please complete the online application and attach a resume. Applications without the required documents will be considered incomplete and disqualified.