Technical Support Specialist

Dynamic Campus•Tiffin, OH

3d•Onsite

About The Position

At Tiffin University, the Technical Support Specialist is responsible for the day-to-day operation of the organization’s computer desktop, laptops, printers, and other network peripherals. The Technical Support Specialist is also responsible for providing support services to all users to gain full benefit from the organization’s investment in information technology and services. Support services include Help Desk, Training, Desktop Applications Software support, Desktop Operating System Support, and equipment and software inventory management.

Requirements

Associate's degree in computer science, Information Technologies or related field, or an equivalent combination of experience, education, and training
Prior experience in Customer Support Services
Display strong end user orientation, and support customer service skills
Experience with Help Desk ticketing systems and customer service workflow
Strong understanding of technical troubleshooting methodology
Demonstrate excellence in teamwork, as well as excellent oral, written and interpersonal communication skills
Ability to work a flexible schedule as needed
Orientation to detail and thorough documentation
Ability to work with a range of technical staff to develop joint solutions
May need to be able to lift 50 lbs. as needed to move equipment
Willing to use a ladder or crawl under desks and tight spaces for troubleshooting equipment, cabling, projectors, etc.
Must be able to sit for long periods at a time and stand for long periods at a time

Nice To Haves

Experience with classroom A/V technology a plus

Responsibilities

Provide strong desktop technical service with a customer service orientation
Receive, process and respond to Help Desk tickets received from web submissions and direct telephone calls
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
When necessary, work in concert with software and hardware vendors for problem resolution
Thoroughly understand multiple versions of the Windows desktop operating system as well as patch and imaging technologies
Add and remove computers to and from a network domain
Help customers use both hardware and software products effectively
Assist with rollout of new PCs, laptops, printers, etc. in accordance with applicable replacement schedules and associated licensing
Complete, maintain, and process pertinent paperwork, records and documentation