University of Hartford
Tech Support Specialist
Job Description
Assumes responsibility for supporting the technology presence at the University of Hartford, recommending or performing complex remedial actions to correct problems using remote diagnostic and remediation technology and tools or at the user location. Performs all duties in full support of the University's mission, understanding that the positive and effective execution of these duties are instrumental to the education of the University's students.
Essential Job Duties
Job Duties
This job description of the job is for identification and administrative purposes only. It is not intended to be a complete statement of all duties, which may be assigned by the supervisor according to varying needs.
Description of Key Responsibility: Supports security standards and policies including, but not limited to, anti-virus, anti-spam, firewall, patching and data security best practices. Implements desktop standards and best practices throughout the unit and assists in the development of the Service Desk support strategy. Responds timely and effectively to client inquiries and escalates issues concerning the operation of university owned assets, high priority or sensitive customer requests to the Technical Director or other designee. *
Description of Key Responsibility: Tests and evaluates recommended software packages, proposed hardware and software in an effort to determine efficiency, reliability and compatibility with existing computer systems, peripherals and the network. Documents, tests and modifies computer programs related to machine operating systems or user and system design specifications.
Description of Key Responsibility: Performs other related duties as assigned.
Description of Key Responsibility: Provides regular updates to tickets within the work queue with frequency as determined by priority level. Produces status and completion information to IT management regarding incidents, requests and other projects as assigned via the ticketing system. Documents operational processes and procedures for use by IT staff and with a keen eye to business process improvement.
Formal Education:
Associates Degree or Two Year equivalent required.
Work Experience:
Normal office situation, Requires travel, excluding overnight stays.
Impact of Actions:
Complexity:
Decision Making:
Internal Communication:
External Communication:
Customer Relations
Managerial Skills
Knowledge and Skills
Special Skills
The ability to work effectively with diverse groups.