What are the responsibilities and job description for the Technical Support Specialist position at Dynamic Campus?
Technical Support Specialist Consultant | Lourdes University | Sylvania, OH
At our partner institution at Lourdes University
The Technical Support Specialist is responsible for the daytoday operations of computer desktop, laptops, printers and other network peripherals. The Technical Support Specialist is also responsible for providing support services to all users to gain full benefit from the investment in information technology and services. Support services include Help Desk, Training, Desktop Applications Software support, Desktop Operating System Support, mobile application support, and equipment and software inventory management.
Hours of operation are Monday – Friday, 9:00 am – 6:00 pm. Hours may vary.
Employment Type:
Contract (month-to-month)
This position is located on-site at Lourdes University.
Responsibilities:
- Provide strong desktop technical service with a customer service orientation
- Receive, process and respond to Help Desk tickets received from email, web submissions, and direct telephone calls
- Effectively troubleshoot and solve desktop hardware and software issues
- Support Help Desk, Desktop Technology, and Lab/Classroom Technology functional areas
- Follow best practices to ensure end user data is protected and recoverable
- When necessary, work in concert with software and hardware vendors for problem resolution
- Add and remove computers to and from a network domain
- Help customers use both hardware and software products effectively
- Provide desktop and audio-visual technical support with strong customer service skills
- Thoroughly understand multiple versions of the Windows desktop operating system, MAC OS, and patch and imaging technologies
- Assist with image maintenance and deployment as well as inventory
- In collaboration with the infrastructure team, troubleshoot and resolve basic network and Wi-Fi Issues.
- Complete, maintain, and process pertinent paperwork, records, and documentation
- Maintains historical records by documenting hardware and software changes and revisions.
- Maintains client confidence and protects operations by keeping information confidential.
- Provide orientation overviews related to IT services or software/hardware
- Assist with rollout of new PCs, laptops, media, network equipment, etc., in accordance with applicable replacement schedules and associated licensing
- May need to be available on weekends due to campus events
- Other duties as assigned
Requirements:
- Associates degree in Computer Science, Information Technologies or related field, or an equivalent combination of experience, education, and training
- Prior experience in Customer Support Services
- Display strong end user orientation and support customer service skills
- Experience with Help Desk ticketing systems and customer service workflow
- Experience with both Windows and iOS systems, including iPads/iPhones
- Strong understanding of technical troubleshooting methodology
- Demonstrate excellence in teamwork, as well as excellent oral, written and interpersonal communication skills Ability to work a flexible schedule as needed
- Orientation to detail and thorough documentation
- Ability to work with a range of technical staff to develop joint solutions
- Must be able to lift 50 lbs. as needed to move equipment across the campus environment.
- Must be able to sit and stand for long periods.
- Must be able to crawl under desk for any technological need
- Adherence to Dynamic Campus Core Values
Dynamic Campus Core Values:
BE A:
Servant Leader
Team Player
Accountable
Act with the highest integrity
Provide excellent customer service
Find solutions, not problems