Position Title: Technical Support Specialist
Position Type: Regular
Salary Range:
$58,520 - $67,260 annual; commensurate with experience
Pay Frequency: Hourly
A. POSITION PURPOSE
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 it's 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.
B. ESSENTIAL DUTIES AND RESPONSIBILITIES
Support Technology Help Desk Services and Resources
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.
Provide technical support to faculty, staff, and students and guests.
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 Apps for Education, web browsers and other university standard software applications.
Strong familiarity with campus antivirus/malware software (e.g., Sophos) 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 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.
C. RECEIVES WORK DIRECTION FROM
Supervisor Technology Help Desk
D. GENERAL GUIDELINES
Identifies and determines cause of problems; develops and presents recommendations for improvement of quality and services, and established processes and practices.
Maintains contact with customers and solicits feedback for improved services.
Maximizes productivity through use of appropriate tools; planned training and performance initiatives.
Researches and develops resources that create timely and efficient work flow.
Prepares progress reports; informs supervisor of project status; and deviation from goals. Ensures completeness, accuracy and timeliness of all operational functions.
Prepares and submits reports as requested and required.
Develops and implements guidelines to support the functions of the unit.
E. QUALIFICATIONS
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The items below are representative of the knowledge, skills, abilities, education, and experience required or preferred.
This position requires the ability to effectively establish and maintain cooperative working relationships within a diverse multicultural environment.
Knowledge, Skills and Abilities
Excellent customer service and interpersonal skills with the ability to work with the campus community in a tactful, patient, and courteous manner.
Ability to listen and understand customer needs.
Ability to plan, implement, and evaluate customer service initiatives.
Knowledge and familiarity with campus computing and technology issues and trends in higher education.
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.
Proven ability to troubleshoot and identify software application problems and implement solutions, and experience working in a multi-platform Mac and Windows environment.
Fast learner with good problem solving skills.
Creative, with an enthusiasm for new technology.
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.
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.
Experience
BA/BS degree preferred, or equivalent job experience.
At least 5 years of job experience focusing on providing excellent customer service to support technology in support of the university's mission.
F. PHYSICAL DEMANDS
The physical demands described below are representative of those that must be met by an employee to successfully perform the essential functions of this job. In accordance with the Americans with Disabilities Act, as amended, the California Fair Employment & Housing Act, and all other applicable laws, SCU provides reasonable accommodations for qualified persons with disabilities. A qualified individual is a person who meets skill, experience, education, or other requirements of the position, and who can perform the essential functions of the position with or without reasonable accommodation.
Considerable time is spent at a desk and/or counter using a computer terminal.
Sometimes required to get under desks or in tight work areas to access computer cables and connections.
Sometimes required to lift, carry or move heavy objects such as computers, printers and boxes of paper. Ability to lift 45lbs.
Required to travel to other buildings on the campus.
Required to attend conference and training sessions within Bay Area or in- or out-of-state locations.
Required to travel to outside customers, vendors or suppliers.
G. WORK ENVIRONMENT
The work environment characteristics described below are representative of those an employee encounters while performing the essential functions of this job.
Typical office environment.
Mostly an indoor office environment with public service counter..
Office with equipment noise, phones ringing.
Frequent interruptions.
EEO Statement
​ Equal Opportunity/Notice of Nondiscrimination
Santa Clara University is an equal opportunity/equal access/affirmative action employer fully committed to achieving a diverse workforce and complies with all Federal and California State laws, regulations, and executive orders regarding non-discrimination and affirmative action. Applications from members of historically underrepresented groups are especially encouraged. For a complete copy of Santa Clara University's equal opportunity and nondiscrimination policies, see https://www.scu.edu/title-ix/policies-reports/
Title IX of the Education Amendments of 1972
Santa Clara University does not discriminate in its employment practices or in its educational programs or activities on the basis of sex/gender, and prohibits retaliation against any person opposing discrimination or participating in any discrimination investigation or complaint process internally or externally. The Title IX Coordinator and Section 504 and ADA Coordinator is Jenna Elliott, Interim Director of Equal Opportunity and Title IX, 408-551-3043, jrelliot@scu.edu , www.scu.edu/title-ix . Inquiries can also be made to the Assistant Secretary of Education within the Office for Civil Rights (OCR).
Clery Notice of Availability
Santa Clara University annually collects information about campus crimes and other reportable incidents in accordance with the federal Jeanne Clery Disclosure of Campus Security Policy and Campus Crime Statistics Act. To view the Santa Clara University report, please go to the Campus Safety Services website . To request a paper copy please call Campus Safety at (408) 554-4441. The report includes the type of crime, venue, and number of occurrences.
Americans with Disabilities Act
Santa Clara University affirms its' commitment to employ qualified individuals with disabilities within the workplace and to comply with the Americans with Disability Act. All applicants desiring an accommodation should contact the Department of Human Resources , and 408-554-5750 and request to speak to Indu Ahluwalia by phone at 408-554-5750 or by email at iahluwalia@scu.edu .
Santa Clara University annually collects information about campus crimes and other reportable incidents in accordance with the federal Jeanne Clery Disclosure of Campus Security Policy and Campus Crime Statistics Act. To view the Santa Clara University report, please go to the Campus Safety Services website . To request a paper copy please call Campus Safety at (408) 554-4441. The report includes the type of crime, venue, and number of occurrences.
jeid-27db879ea2bf264785be7d7b7e2e320b