Technical Support Specialist

Clark Art Institute•Williamstown, MA

4d•$22 - $24•Onsite

About The Position

The Technical Support Specialist serves as a core member of the IT infrastructure team. This role is primarily responsible for IT Help Desk operations, work order management, and first-line technical support. In addition, the Technical Support Specialist works collaboratively within the IT team and with the Clark’s managed service provider for general support, maintenance, equipment lifecycle management, and other IT operational tasks.

Requirements

High school diploma or equivalent required.
1+ years Help Desk/technical support experience in a nonprofit, educational, or business environment.
Experience in a customer service or similar client-facing role.
Ability to communicate clearly and professionally both verbally and in writing.
Familiarity with IT service management principles and processes.
Experience using task tracking and/or IT service management tools such as help desk, work order management, project management, and asset management software.
Experience creating and maintaining technical documentation for internal IT and end users.

Nice To Haves

An Associate’s degree or higher in a relevant subject area is preferred.
3+ years’ experience preferred.

Responsibilities

Monitor the IT service management system to ensure timely response to, assignment, and resolution of support tickets and requests.
Provide excellent customer service and technical support in person, over the phone, and via email/chat.
Provide tier 1 & 2 technical support for computer hardware and software, printers/scanners, phones, and other IT devices/equipment.
Escalate tickets and requests to other IT staff and the Clark’s managed service provider.
Assist with creation and maintenance of technical documentation and training materials for IT and non-technical staff.
Maintain an accurate IT asset inventory including tagging assets and creating/updating asset records.
Coordinate lifecycle tracking and planning for computers and other IT equipment.
Provide computer and peripheral lifecycle services including preparation, delivery, and decommissioning.
Assist with account & access management tasks including account creation, deprovisioning, and troubleshooting.
Assist with endpoint and mobile device management tasks including provisioning/deprovisioning, software deployment, patching, and policy management.
Assist with network and server monitoring, management, and support tasks.
Serve as primary or supplementary owner/administrator for the IT service management system (Genuity) and other systems as assigned.