Nest Support Specialist (Escondido Nest, CA)

National University•Escondido, CA

3d•Onsite

About The Position

The NEST Support Specialist will contribute to key IT support initiatives that directly impact end-user productivity and overall organizational success. They will provide end-user support for all NEST IT-related issues and direct onsite technology support for assigned classrooms and instructional spaces. They are responsible for documenting, tracking, and monitoring Desktop Support NEST and classroom-related trouble tickets and ensuring a timely resolution. They will also provide accurate accounting of NEST IT inventory, licensing, and assets. The Specialist will provide excellent customer service and possess the ability to work independently or as part of a team. They will possess strong knowledge to support operating systems, computer hardware, classroom technology, and web/video conferencing tools. The position may include scheduled evening and weekend support based on academic and site operating needs.

Requirements

Associate degree in Computers or related field, preferred.
Two (2) years of relevant experience in Desktop Support, or equivalent combination of education and experience.
Experience in higher education preferred.
Experience working in a technology-driven enterprise preferred.
Works effectively as a contributing member of a collaborative team, supporting shared goals and fostering a cooperative, positive work environment.
Demonstrates personal accountability, honesty, and respect toward colleagues, end-users, and the organization.
Encourages creative problem-solving, innovation, and continuous improvement in processes and service delivery.
Understands the principles and practices of office management and IT operations within higher education environments.
Demonstrates intermediate proficiency in Microsoft Office applications (Word, Excel, PowerPoint, Teams, and Outlook).
Balances independent work with strong teamwork, managing multiple projects and shifting priorities effectively while assessing incident impact and applying established escalation criteria.
Focuses on achieving measurable results aligned with organizational objectives and team performance metrics.
Communicates clearly and effectively with individuals at all levels and across diverse backgrounds.
Demonstrates strong technical understanding of: Microsoft Windows operating systems and Apple macOS and iOS environments Chromebook and smartphone technologies Desktop security, antivirus, and malware protection practices Web/video conferencing and classroom/instructional audiovisual technologies Multifunction printers/copiers and desktop printing systems

Responsibilities

Collaborates with team members to provide responsive, high-quality end-user support for NEST, classroom, and assigned site IT-related issues.
Provides direct onsite technical support in classrooms and instructional spaces, including rapid response to technology issues affecting active classes.
Documents, tracks, and monitors support tickets, including troubleshooting and escalation activity, to ensure timely and accurate resolution.
Responds to technical support requests via phone, email, ticketing systems, and onsite support.
Analyzes, diagnoses, tests, and resolves user, endpoint, classroom, and system issues with professionalism and teamwork.
Recognizes issues requiring escalation and follows defined escalation procedures while maintaining ownership of user communication and ticket documentation.
Assists in maintaining accurate NEST IT inventory, licensing, and asset tracking.
Installs, maintains, and repairs hardware components to ensure optimal system performance.
Recommends system modifications to improve efficiency and reduce recurring issues.
Deploys software and updates remotely to organizational assets as needed.
Contributes to team knowledge by creating and maintaining documentation and reference materials.
Provides exceptional customer service and end-user training and participates in IT projects or key tasks in collaboration with other team members.
Demonstrates reliability through consistent attendance and accountability, including scheduled evening and weekend support as required by academic programming and site operations; performs other duties as assigned.