Technical Support Specialist

Dynamic Campus•Steubenville, OH

1d•Onsite

About The Position

At our partner institution at Franciscan University The Technical Support Specialist will handle incoming queries/help requests from students, faculty, staff and administration. The position reports to the User Services Manager. The position requires working closely with other IT department personnel to aid on tasks outside their knowledge or expertise. The Technical Support Specialist is responsible for providing support services to all users to gain full benefit from the institution’s investment in information technology and services. Support services include Network, Media, Help Desk, Training, Desktop, System Support, and software inventory management. Ability to create detailed notes of the problem the client(s) is experiencing, determine steps they can take to resolve the issue and manage the flow of incoming support requests. The qualified person will assist with the day-to-day operation of the institution’s computer desktops, laptops, printers, and other network peripherals. This position is located in Steubenville, OH and is on-site at Franciscan University. The hours of operation are Monday – Friday, 8:00-4:30 pm. Hours may vary.

Requirements

Associates degree in Computer Science, Information Technologies or related field, or an equivalent combination of experience, education, and training
Prior experience in customer support services role
Display strong end user orientation and customer support service skills
Experience with Help Desk ticketing systems and customer service workflow
Strong understanding of technical troubleshooting methodology
Demonstrated experience working with a team to achieve goals
Excellent oral, written and interpersonal communication skills
Ability to work a flexible schedule as needed
Orientation to detail and thorough documentation
Demonstrated experience troubleshooting MAC devices and Windows PCs
Demonstrated experience troubleshooting audio-visual equipment

Nice To Haves

Experience with Microsoft Systems Management Systems a plus
BE A: Servant Leader Team Player Accountable Act with the highest integrity Provide excellent customer service Find solutions not problems

Responsibilities

Provide desktop and audio-visual technical support with strong customer service skills
Receive, respond and resolve Help Desk tickets
Effectively troubleshoot and solve desktop hardware and software issues
Support Help Desk, Desktop Technology, and Lab/Classroom Technology functional areas
Follow best practices to ensure end user data is protected and recoverable
Thoroughly understand multiple versions of the Windows desktop operating system, MAC OS, and patch and imaging technologies
Assist with image maintenance and deployment as well as inventory through SCCM
Help customers use both hardware and software products effectively
In collaboration with the infrastructure team, troubleshoot and resolve basic network and Wi-Fi Issues.
Complete, maintain, and process pertinent paperwork, records and documentation
Maintains historical records by documenting hardware and software changes and revisions.
Maintains client confidence and protects operations by keeping information confidential.
Provide orientation overviews related to IT services or software/hardware
Assist with rollout of new PCs, laptops, media, network equipment, etc… in accordance with applicable replacement schedules and associated licensing