Technical Support Specialist

Santa Clara University•Santa Clara, CA

3d•Onsite

About The Position

The Technical Support Specialist is responsible for providing technical support to faculty, staff, students and guests for the use of university technology resources, assisting them with hardware, software, phone, network access, WiFi, password support and mobile devices. The Technical Support Specialist also provides support for the Learning Commons public computing services, printing and resources; campus-owned peripherals and student devices. The Technical Support Specialist’s role is to support the university community and its guests by providing the best possible technical services by phone, email, chat and voicemail. In this critical role, they serve as the front line of contact for campus computer and technology needs. The Technical Support Specialist will have a passion for providing excellent customer service and focus on continual improvement across all areas; a commitment to supporting active, innovative, and collaborative strategies for meeting customer needs with effective technologies; and a continued desire to identify and deliver the best possible technology resources and services to meet the needs of the campus community. This position is 100% on-site.

Requirements

Knowledge and familiarity with campus computing and technology issues and trends in higher education.
Proven ability to troubleshoot and identify software application problems and implement solutions, and experience working in a multi-platform Mac and Windows environment.
Creative, with an enthusiasm for new technology.
Excellent writing, editing, organizational, analytical, and facilitation skills.
Responsible and dependable with good attendance and work habits.
Appreciation for the University’s mission, vision, values, priorities, procedures, and policies.
Experience with the Microsoft Office Suite and GSuite.
Good understanding of computer systems (Windows and macOS), printers and mobile devices.
Excellent customer service and interpersonal skills with the ability to work with the campus community in a tactful, patient, and courteous manner.
Fast learner with good problem solving skills.
Ability to listen and understand customer needs.
Ability to plan, implement, and evaluate customer service initiatives.
Ability to work effectively and communicate with both technical and non-technical personnel as well as a diverse population of students, faculty and staff.
Ability to provide technical assistance and solve basic computing problems.
Ability to work with minimal supervision, be self-motivated, and show initiative.
Ability to exercise independent judgment and engage in critical thinking and problem solving.
Ability to participate on multiple projects simultaneously and meet project deadlines.
Ability to work in a collaborative environment, as team members to meet deadlines and achieve goals.
Ability to work effectively under pressure in a busy (often chaotic) and demanding information services environment, while maintaining patience and sense of humor.
BA/BS degree preferred, or equivalent job experience
At least 4 years of job experience focusing on providing excellent customer service to support technology in support of the university’s mission

Responsibilities

Track all customer interactions in call tracking software ensuring detailed and accurate information is in the call ticket for second level support.
Participate and assist in annual and ongoing training for student staff.
Demonstrate and assist student staff in the proper procedures, including troubleshooting steps and ticketing processes.
Monitor work of student staff, and give feedback, on an ongoing basis to ensure customers are getting excellent service.
Monitor and review daily support ticket logs to identify trends and issues that should be escalated to management.
Plan for ongoing continuous improvement through evaluation of support failures, staff mistakes and user errors.
Participate as staff for critical events throughout the year that fall outside of normal work schedule (e.g., Welcome Weekend).
Provide excellent customer service, effective response times and provide insights into general support issues.
Write “how to” documentation to support University standard software and services to document both internal and external instructions to share with campus end users.
Update and maintain the Technology Help Desk Manual, for internal uses, quarterly or more frequently as needed with technology changes.
Utilize the Wiki daily and encourage the student staff to use the Wiki to incorporate templates to ensure continuity of messages in call tickets.
Regularly provide feedback and updates to the Wiki page to improve call ticket process and procedures.
Utilize Linkedin Learning, and other online resources, on a regular basis to enhance, improve and learn new technical skills.
Clearpass Dashboard: Connect to eduroam, BroncoFi and SCU-Guest networks. Clean out profiles to any other campus networks when necessary. Turn off MAC address randomization (or Private WiFi addressing) when necessary for macOS devices.
Network Infrastructure-Wired: Obtain building/room/jack information and schedule availability/preference when available. Connects device to network if a jack activation has been confirmed working from our networking team.
Network Security: Network Access Control - Opswat Metadefender Dashboard compliance - triage general compliance on systems. Verifies SafeConnect Compliance. Grants temporary exception to NAC enforcement. Field Support Technicians if needed reinstall NAC agent on systems.
VPN: Assist with VPN installation or reinstall of VPN client. Walks customer through checking their phone for Duo prompt. Verifies ClearPass and Duo authentication confirmation.
Telephony support for faculty and staff: Jabber: Assists with installation of Jabber client on mobile and computer devices. Voicemail support: Assists customer using self service voicemail PIN reset. Provides support to access voicemail through web, physical phone, or jabber. Provides support to assist customer to set voicemail greeting. Provides support to assist customer to set up call forwarding and/or remove call forwarding. Provides support to assist customer to set up voicemail to email.
Active Directory (aka "SCU Username") / Rapid Identity: Walks customers to obtain their SCU Username using Rapid Identity self service. Assist with password self-service. Assist to walk the customer through updating alternate email and mobile in Workday to make the password self-service available for students, faculty and staff.
Two-Factor Authentication (2FA) / Duo Admin: Assist customers to self enroll device in Duo. Assist customers with self service bypass code generator. Recommend a Duo hardware token or security key if the user does not wish to use a phone as a second factor.
Verifies customer identity: In person with photo ID (SCU Access Card, Valid Driver License or Valid Passport). Remote verification with info in SCU Prism, information in Duo Admin and Zoom photo ID verification.
Continually, and quickly, learn software and hardware used and supported by SCU.
Troubleshoot, diagnose and support client-level personal computing devices, supporting all computers and peripherals owned by the university - includes laptops, desktops, printers, and scanners, plus a variety of smart devices such as cell phones, tablets, and other handheld items.
Access software updates, knowledge bases, and FAQs and online resources to aid in problem resolution.
Assist and support university faculty, staff and students to access electronic accounts and password management.
Software troubleshooting and basic support for Windows OS, Mac OS, Microsoft Office suite, Google Workspace, Google Chrome and Firefox web browsers and other university standard software applications.
Strong familiarity with campus antivirus/malware software (e.g., SentinelOne) including installation, use and troubleshooting.
Support faculty/staff network campus printing solution and student printing solution (e.g., SmartPrint) including installation, troubleshooting and printing.
Utilize tools such as GoToAssist, Zoom or Facetime to provide remote troubleshooting to enhance telephone support and increase first contact resolution.
Escalate high impact or unresolved issues to next level support personnel.
Other duties as assigned.