Technical Support Representative 1

University of New Haven•West Haven, CT

1d•Onsite

About The Position

This position is responsible for assisting faculty and staff with technical issues or questions relating to computer hardware or software devices. The duties include taking phone calls from faculty and staff or communicating with them through applicable messaging platforms through the University, helping end users diagnose and resolve technical issues over the phone, email, teams and Bomgar remote. Installing hardware or software on their computers. Deploying and configuring laptops, PC’s and printers. Troubleshooting classroom technology. Audio/Visual support for Events & meetings.

Requirements

High school diploma required and vocational training program completion as a computer/network administrator.
Associate’s Degree in computer science or networking.
Ability to effectively interact with all internal and external stakeholders and exhibit excellent customer service skills in each interaction.
Effective problem solving in computer related issues.
Expert knowledge of Audio/video systems & equipment Example Microphones, sound systems, projectors, displays required.
Ability to work independently and off-hours when required to do so

Nice To Haves

technical support is preferred.

Responsibilities

Handle faculty and staff IT technical support cases through the help-desk database by in-person, remote, phone, teams, or email
Escalate tickets in system involving accounts, network infrastructure, server-side systems, or enterprise applications to appropriate system admins, network and programming teams
Update the University’s help desk database with tech tips and brief documents
Evaluate system potential through assessing compatibility of new programs with existing programs
Install software on windows and mac OS throughout campus
Deploy and configure new windows or mac devices for faculty and staff
Improve existing programs by evaluating objectives and specifications, reviewing proposed changes and making recommendations
Maintain system functionality by testing computer components
Work with Manufacturer client support for warranty repairs
Maintain end user confidence by keeping their information confidential
Prepare reference material for faculty and staff by creating operation instructions
Network design and implementation when required
Provide on-site IT support for high level University zoom & Teams meetings; classroom technology, cell phone configuration and audio visual event and meeting support.

Benefits

Medical, Dental, Vision and Life Programs
On-campus Recreation and Fitness Center for employees and families
Employee Assistant Program
Tuition assistance for employees and eligible dependents
Tuition exchange opportunities
Employee Discounts on products, services and educational opportunities
Generous paid time off programs
progressive paid holiday schedule (including holiday break between Christmas and New Year’s)
4 weeks of parental paid leave
flexible work schedules including summer hours where applicable