Specialist - Technical Support NE

Education: Associate Degree or two (2) years of equivalent experience. Related certifications a plus including current Microsoft Windows operating system, Microsoft Office Suite, ComTIA, Help Desk Institute, ITIL.

Experience:

• Understanding of a wide variety of operating systems.
• Understanding of support tools.
• 2 or more years' experience supporting Windows desktop/laptop PCs.
• 2 or more ;year Remote Desktop support experience.
• 2 or more ;years of experience with customer service, providing remote technical support.
• Ability and willingness to work outside of normal and traditional hours.
• Ability to handle a wide variety of customer service situations.
• Able and willing to learn new as well as existing technologies.
• Able to multi-task.
• Be a contributing member of a Technical Team.
• Excellent interpersonal, verbal and written communication skills with ability to handle customer concerns over telephone or through personal contact.
• Experience working in a team-oriented, collaborative environment.
• Familiar with a problem management ticket system.
• Familiarity with Active directory.
• Have knowledge of commonly-used concepts, practices, and procedures within the Information Technology field.
• Knowledge and experience of customer service practices.
• The ideal candidate is detailed oriented and thorough; must be able to follow-through to the completion of a task.
• Experience in higher education or a campus environment a plus.

Responsible for providing college-wide training, support and delivery of technological solutions. Responsible for support and implementation of end user technology needs. Serves as a liaison between the user community and Information Technology, providing outstanding customer service in person, online, or by phone

Ability and willingness to work outside of normal and traditional hours

Hours are as follows:

Monday - Thursday: 10:00 am - 4:30 pm
Friday: Off
Saturday: 8:00 am - 1 pm

• Provides onsite, phone, email, and chat support for end user systems and applications. Provides outstanding customer service and empathy during all customer encounters.
• Installs operating system, software, hardware equipment, and firmware on desktops, laptops, printers, lecterns and other infrastructure systems.
• Identifies, diagnoses, repairs, and resolves technical hardware and software issues in a timely manner.
• Facilitates the continuous and reliable operation and performs general preventative maintenance tasks on software, computers, laptops, printers, projectors, classroom technology, and other hardware and peripheral equipment used by various departments.
• Installs, upgrades, supports, maintains, and troubleshoots software, computers, laptops, printers, projectors, classroom technology, and other hardware and peripheral equipment used by various departments.
• Utilizes ticketing system to document and prioritize work following Information Technology standard operating procedures. Logs all related interactions as well as answer, troubleshoot and document support calls and emails.
• Completes work on assigned tickets, projects, and tasks, documenting, tracking, and monitoring the problem to ensure a timely resolution.
• Moves computers, laptops, monitors, printers, and associated equipment. Coordinates with Facilities Management as needed for any moves, construction and installation projects.
• Stays current with relevant Harper College systems, information, changes and updates.
• Contributes to technical support documentation of resolutions, processes, and procedures. Participates in the development, implementation, and communication of guidelines and procedures for the usage, deployment and management of systems and software supported by Information Technology.
• Interacts with systems administrators, software systems engineering, and applications development to restore service and perform root cause analysis to correct core problem as needed.
• Evaluates and recommends new software, hardware, and services to enhance functionality and reduce user problems.
• Tests, configures, and implements new hardware, software and other modifications to existing equipment and systems.
• Responsible for security, integrity, and reliability of desktop systems. Reports any violation of the Acceptable Use Policy.
• Schedules software deployment packages for unattended installation to desktops, laptops, and off-network laptops and computers. .
• Works with vendor support contacts to resolve technical problems with desktop computing equipment and software. Manage hardware repair and replacement process.
• Facilitates communication between the end-user and Information Technology.
• Assists as appropriate with projects involving Information Technology.
• Participates in technical setups for standard classroom, lab or office needs as well as for special events which may include a laptop, projector, desktop, microphones and telephones.
• Provides computer-related training and technical assistance to employees on Harper College technology.
• Provides System Administration support for the various client groups using the Service Desk ticketing system.
• Performs related duties as assigned.