Job Description
Wentworth Institute of Technology is seeking a Technical Support Specialist I.
The Technical Support Specialist I at Wentworth Institute of Technology is an on-site position that plays a critical role in software, hardware, and application support for the campus community.
Providing expert diagnosis and resolution of technical issues, this individual will be responsible for detailed documentation of problems and solutions, while also contributing to remote support for campus needs when required. A key part of the role includes contributing to the creation and maintenance of a knowledge base containing solutions to common technical challenges.
Flexibility for occasional evening and/or weekend work may be required to meet the university's diverse technological needs. With a strong commitment to exceptional service and support, this position contributes significantly to the efficient and effective use of technology within the university environment.
Minimum Education Required : Bachelor's degree
Minimum Work Experience Required : 1 - 3 Years
Preferred Work Experience: 3 -5 Years
Minimum Knowledge Required: Comprehensive knowledge of theories, concepts and practices and ability to use in complex, difficult and/or unprecedented situations.
Minimum Qualifications :
Knowledge:

• Comprehensive understanding of computer software, hardware, and various applications.
• Familiarity with troubleshooting methods and issue diagnosis for IT-related products.
• Knowledge of creating and maintaining a knowledge base containing solutions to common technical challenges.
• Awareness of remote support tools and techniques to assist campus needs.
• Understanding of universities as a business, including the unique needs, structures, and goals that influence technology use within an academic environment.

Skills:

• Proficient in providing technical support and customer service, both in-person and remotely.
• Skilled in documenting detailed problems and solutions effectively.
• Capability to analyze complex technical issues and provide appropriate solutions.
• Ability to work in collaboration with various teams and also independently when required.

Abilities:

• Ability to communicate complex technical information to non-technical users clearly and concisely.
• Strong organizational abilities, with an emphasis on prioritizing and multitasking.
• Capacity to contribute to ongoing projects and initiatives, showing flexibility for occasional evening and/or weekend work.
• Demonstrated ability to maintain professionalism and deliver exceptional service to the university's diverse community.

Preferred Qualifications :
The ideal candidate will have experience with some supervision as well as working in a fast paced environment. They should have knowledge of OS X and Windows as well as certifications (A , CCNA, ITIL, Apple, Lenovo preferred). Proven ability to build strong working relationships with various individuals and groups in an operational and project setting. Experience collaborating with departments and promoting technologies and services.
Inclusive Excellence at Wentworth
Wentworth Institute of Technology is committed to diversity, equity, and inclusion in all University programs and activities. The University does not discriminate based on race, color, national origin, sex, sexual orientation, religion, disability, age, genetic information, gender identity, veteran status or any other category protected by law. All qualified applicants will receive consideration.
To find out more about the Wentworth's commitment to Diversity, Equity and Inclusion, please visit the website https://wit.edu/about/diversity.
All applicants have the right to accessibility support and accommodations. To request accessibility support or accommodations, contact the Executive Director of Equity and Compliance, Catlin Wells, at wellsc1@wit.edu.