Technical Support Representative 2

University of New Haven•West Haven, CT

About The Position

The University of New Haven, founded on the Yale campus in 1920, is a private, coeducational university that has been recognized by The Princeton Review and U.S. News & World Report for academic excellence. Located between New York City and Boston in the shoreline city of West Haven, the University is a diverse and vibrant community of nearly 8,000 students from across the globe. Within its five colleges, students immerse themselves in a transformative, career-focused education across the liberal arts and sciences, fine arts, business, engineering, public safety and public service. More than 100 academic programs are offered, all grounded in a long-standing commitment to collaborative, interdisciplinary, project-based learning. The Technical Support Representative 2 is responsible for assisting faculty and staff with technical issues or questions relating to computer hardware or software devices. Their duties include taking phone calls from faculty and staff or communicating with them through messaging platforms available 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, PCs and printers. Troubleshooting classroom technology.

Requirements

High school diploma and technical vocational training program as a computer/network administrator required.
Experience providing technical support preferred.
Ability to resolve customer issues in a customer focused manner.
Excellent communication skills and ability to work with all university community members effectively.
Excellent problem-solving skills are required to resolve solutions to community members technical issues.

Nice To Haves

Associate degree in computer science or networking preferred.

Responsibilities

Handle faculty and staff IT technical support cases through the Helpdesk 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 sys admins ,network and programming teams
Updating the Universitys help desk database with tech tips and brief documents
Evaluating system potential through assessing compatibility of new programs with existing programs
Installing software on windows and mac OS throughout campus.
Deploying and configuring new windows or mac devices for faculty and staff.
Improving existing programs by evaluating objectives and specifications, reviewing proposed changes and making recommendations
Maintaining system functionality by testing computer components
Working 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
IT support for high level University zoom & Teams meetings
Help support classroom technology
University cell phone configuration

Benefits

Health & Welfare Programs: Employees and their eligible family members, including spouses and dependent are eligible for Medical, Dental, Vision and Life Programs.
Wellness & Fitness: On-campus Recreation and Fitness Center for employees and families; Employee Assistant Program
Commitment to Educational Excellence: Tuition assistance for employees and eligible dependents; Tuition exchange opportunities
Employee Discounts on products, services and educational opportunities
Work/Life Benefits: Generous paid time off programs; progressive paid holiday schedule (including holiday break between Christmas and New Years); 4 weeks of parental paid leave; flexible work schedules including summer hours where applicable

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