Position Summary
The support specialist, working remotely or in-house, is the first point of contact for customers (students, faculty, staff, affiliates, parents, etc.) seeking solutions for their incidents and service requests via phone, email or at the walk-up counter. By asking appropriate questions, using personal experience, technical knowledge, service desk knowledge base, problem-solving skills, advice from department colleagues, and information from other reliable sources, support specialists will provide a full range of technical assistance and troubleshooting to diagnose and resolve customer issues. The support specialist should have excellent interpersonal and communication skills and be a highly detail oriented and analytical individual to accurately capture customer interactions and escalate issues that extend beyond Tier I span of control.
Hours for these positions will be scheduled between 7:30am and 6pm only.
Minimum Qualifications

• 1-2 years minimum experience in IT support and/or customer service role or demonstrated proficiency in the skills required for the position
• Working knowledge of multiple Operating Systems (i.e. Windows and Apple)
• Working knowledge of commonly used software such as Microsoft Office, Slack, Firefox, Chrome, etc.
• Working knowledge in computing and network technologies
• Ability to communicate clearly, effectively, and professionally
• Ability to independently research solutions to technical issues using available resources
• Demonstrated experience working in and fostering a diverse faculty, staff and student environment

Preferred Qualifications

• AAS degree in Information Systems, Computer Science or a related field
• Experience using a help desk ticketing system (Cherwell, ServiceNow, etc.)
• Has achieved, or is pursuing, relevant technology certifications (e.g. CompTIA A , HDI, Microsoft, Apple, Cisco, etc.)