Specialist - Technical Support

William Rainey Harper College, IL-posted 2 months ago
Palatine, IL
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Responsible for providing college-wide training, support and delivery of technological solutions. Responsible for support and implementation of end user technology needs. Serves as a liaison between the user community and Information Technology, providing outstanding customer service in person, online, or by phone. As directed, provides supervision and mentoring to employees from various employee groups.

  • Provide onsite, phone, email, and chat support for end user systems and applications.
  • Install operating system, software, hardware equipment, and firmware on desktops, laptops, printers, lecterns and other infrastructure systems.
  • Identify, diagnose, repair, and resolve technical hardware and software issues in a timely manner.
  • Facilitate the continuous and reliable operation and perform general preventative maintenance tasks on software, computers, laptops, printers, projectors, classroom technology, and other hardware and peripheral equipment used by various departments.
  • Utilize ticketing system to document and prioritize work following Information Technology standard operating procedures.
  • Complete work on assigned tickets, projects, and tasks, documenting, tracking, and monitoring the problem to ensure a timely resolution.
  • Move computers, laptops, monitors, printers, and associated equipment.
  • Stays current with relevant Harper College systems, information, changes and updates.
  • Contribute to technical support documentation of resolutions, processes, and procedures.
  • Interact with systems administrators, software systems engineering, and applications development to restore service and perform root cause analysis to correct core problem as needed.
  • Maintain appropriate asset management data and purchasing documentation utilizing approved Harper College systems.
  • Investigates appropriate technology requests for software, hardware and peripheral equipment.
  • Evaluate and recommend new software, hardware, and services to enhance functionality and reduce user problems.
  • Test, configure, and implement new hardware, software and other modifications to existing equipment and systems.
  • Responsible for security, integrity, and reliability of desktop systems.
  • Schedule software deployment packages for unattended installation to desktops, laptops, and off-network laptops and computers.
  • Work with vendor support contacts to resolve technical problems with desktop computing equipment and software.
  • Facilitates communication between the end-user and Information Technology.
  • Assists as appropriate with projects involving Information Technology.
  • Functions as professional and technical mentor to staff whenever necessary.
  • Participates in technical setups for standard classroom, lab or office needs as well as for special events.
  • Uses programming knowledge to write programs that facilitate a user friendly environment.
  • Provides computer-related training and technical assistance to employees on Harper College technology.
  • Provides System Administration support for the various client groups using the Service Desk ticketing system.
  • Bachelor's Degree (Preferred) - Associates Degree or three (3) years of equivalent experience.
  • Proficiency in a wide variety of operating systems.
  • Proficiency with basic software packages for PC, and MAC based systems.
  • Understanding of support tools.
  • 3-4 years of desktop support experience.
  • At least 3 years' Experience in similar role.
  • Strong Desktop Support skills and 2-5 years relevant IT Support experience.
  • Ability to support PC, Laptops, Printers and other equipment.
  • Able to work with minimal supervision and within a team oriented environment.
  • Analysis, troubleshooting and excellent communication skills.
  • Be familiar with opening up hardware to replace parts (hard drives, memory, screens, keyboards).
  • Computer OS / peripherals troubleshooting.
  • Excellent analytical skills with a demonstrated ability to plan, organize, prioritize and complete work assignments.
  • Excellent customer relation skills (communication, setting and meeting expectations, listening, etc.).
  • Experience troubleshooting and replacing hardware on both desktop and laptop PCs.
  • Experience troubleshooting and using Windows based operating systems in a large environment.
  • Experience troubleshooting basic network, software, printing problems.
  • Good working knowledge of common office equipment, printers, projectors, televisions etc.
  • Must be able to multi-task; remain clearly focused on several tasks at once.
  • Successful at working in a team culture.
  • Understand networking basics-tcp/ip, dhcp, dns.
  • Windows Support experience including applications such as MS Office.
  • Experience in mobile device troubleshooting and application support.
  • Related certifications a plus including current Microsoft Windows operating system, Microsoft Office Suite, CompTIA A+, Help Desk Institute, ITIL.
  • Experience in higher education or a campus environment a plus.
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