Junior Computer Technical Specialist
About The Position
Charles R. Drew University is located in the Watts-Willowbrook area of south Los Angeles and was founded in 1966 in the wake of the Watts uprising. CDU was founded to address inadequate medical care in the region and to provide equitable medical education opportunities for under-represented students. CDU offers the only historically black Doctor of Medicine program west of the Mississippi, and is strongly invested in the local and regional community. The university leads multiple partnerships and programs to provide equitable healthcare resources in a variety of south Los Angeles neighborhoods. Reporting to the Help Desk Manager, the Jr Computer Technical Specialist provides primarily phone support for the Institution’s workstation, mobile devices, and application delivery in a Mac, and Windows environment. This is an entry level support position providing first level support to staff, faculty and students. Responsibilities may include answering the phone, creating work orders, and providing basic technical assistance to customers through diagnostic tests and remote access to their computers. Critical to this position is a focus on customer service, professionalism and patience. The Jr Computer Technical Specialist will operate the University’s support phone providing Level 1 support, triage incoming calls, and documenting tickets. The incumbent is expected to have an entry level technical support knowledge and will be supporting the level 2 and level 3 computer technicians as necessary.
Requirements
- Regionally accredited two (2) year associate’s degree in information technology or equivalent a
- 2+ years of professional work experience
- Strong customer service and troubleshooting
- Ability to communicate technical information, both verbal and written to a wide range of end-
- Familiarity with both PC and Mac Hardware and
- Familiarity with Network Repairs and
- The ability to perform highly detailed work with sustained attention and care while providing/obtaining information on numerous inquiries is paramount to success in this position.
- Ability to work effectively with a diverse
- Ability to work nights and weekends
Nice To Haves
- A+ preferred but not required
Responsibilities
- Responding to queries via chat, email, or phone
- Triaging support calls to Level 2 & 3 support as
- Training other staff members on troubleshooting and diagnosing problems
- Writing, editing, and revising training manuals for new and updated software and hardware
- Providing technical assistance for questions and problems
- Resolving problems with networks and other computer systems
- Diagnosing system errors and other issues
- Following up with customers to ensure full resolution of issues
- Requesting feedback and/or monitoring calls and other methods of correspondence to improve training methods
- Running reports to analyze common complaints and problems
- Installing or changing software to fix issues
- Remotely accessing hardware or software for clients to make changes and fix problems
- Clerical work and basic office admin
- Provide end user support during the hours of: Saturday & Sunday: 7:30 am – 4:30 pm Tuesday through Thursday: 10:00am – 7:00pm Friday: 9:30am – 6:30pm Shifts are subject to change based on the needs of the business.
- Perform other duties as
Benefits
- Medical, dental, vision, retirement plan, vacation accrues on first day of employment, wellness programs, 17 paid holidays per year, up to 16 hours of paid time off to participate in community service and much more.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
Associate degree
