Technical Support Specialist I

Description

The Technical Support Specialist I role provides essential on-site technical support to our faculty, staff, and students. This role serves as the primary point of contact for a wide range of IT needs, ensuring a smooth and productive technology experience across the university. The technician will be responsible for providing front-line support both in person and by telephone, diagnosing and resolving issues related to system access, PC hardware, software, printing, and mobile devices, and assisting in the installation and configuration of end-user systems. This also includes escalating complex issues to specialized IT teams while ensuring a satisfactory resolution for the user. Additionally, this position involves performing routine maintenance, training, and troubleshooting within the university's desktop computing environment, and may include assisting with small-scale technology upgrade projects. A strong commitment to user satisfaction through effective communication and follow-through is crucial for success in this role. Growth to higher levels is based on independence, judgment, technical proficiency, and impact on customer satisfaction.

This position provides “after-hours” support as a part of a rotation with other team members, with a focus on providing support to students during peak periods that include, but not limited to, the beginning of semesters and registration periods.

Example of Duties

• Provides first-level troubleshooting assistance & technical support to the University community. Must have the ability to communicate clearly and professionally in all mediums (email, written, over the phone, and face to face).
• As a member of the Information Technology staff, responds remotely or in person to student, faculty, and staff requests for assistance. Perform on-site analysis, diagnosis, and resolution of desktop problems for end-users, and recommends and implements corrective solutions.
• Provides supervision, training, and technical guidance to work study students assisting the department.
• Typical hours for the position are 7:30AM to 4:30PM and includes a rotation of “after-hours” support with other IT team members from Monday to Friday. Other peak periods include new semesters and registration which may require weekend hours. This will be at the discretion of the IT Technical Support Manager.
• Installs, configures tests, maintains, monitors, and troubleshoots end-user workstations and related hardware and software in order to deliver required desktop service levels. Collaborates with other members of the IT department to ensure efficient operation of the College’s desktop computing environment.
• Develops and maintains an inventory of all computers, monitors, keyboards, hard drives, modems, network cards, and other components and equipment.
• Maintains up-to-date expertise in the operation and application of the University’s standard software and hardware, and a working knowledge of a wide variety of commonly used hardware and software, and industry best practices.
• Accurately documents instances of desktop equipment or component failure, repair, installation, and removal.
• Understands and adheres to safe, ethical, and secure data handling standards for all relevant digital and analog data
• Conducts research on desktop products in support of PC procurement and development efforts. Evaluate and recommend products for purchase.
• Assists in developing long-term strategies and capacity planning for meeting future desktop hardware needs.
• Contacts software vendors to obtain specifications, pricing, and other purchase-related information needed to guide departments in their selection of software. May assist in negotiating site license and coordinate volume purchase arrangements for standard College software and hardware purchases.
• Contacts hardware vendors to obtain warranty support. May perform hardware warranty support on university owned desktops, laptops, printers, and other devices based on industry best practices and vendor-provided requirements and guidelines.
• Acquires and maintains relevant industry certifications.
• Performs other related duties as required to accomplish the objective of the position.
  
  

Qualifications

EDUCATION And/or EXPERIENCE

• Requires special technical knowledge of the techniques and procedures of software and hardware support for multiple users.
• Must understand the installation, configuration and troubleshooting processes for software, hardware, and peripheral devices.
• Knowledge of how to assemble and disassemble personal computer components.
• Requires extensive experience with personal computer equipment.
• Must have advanced computer word processing, spreadsheet, database, Mac and Windows skills.
• Requires sufficient analytical skills to assess problems or unusual situations and develop solutions.
  
  

The position requires an AA/AS degree in computer-related field plus two years of relevant experience; a BA/BS degree in computer science or related discipline, or the combination of education and experience that enables performance of all aspects of the position.

Knowledge Of

KNOWLEDGE, SKILLS AND/OR ABILITIES

• Strong customer service and troubleshooting skills, showing empathy while actively listening to user concerns and maintaining a positive attitude.
• Ability to communicate technical information, both verbal and written, to a wide range of end-users, with a focus on clear documentation of the end user’s situation and troubleshooting/ resolution steps for the team to be informed.
• Strong client-facing and communication skills to be used in person, via written word, and over the telephone.
• Advanced troubleshooting and multi-tasking skills
• Windows, Mac OS, Google Apps, and MS Office
• Active Directory
• Mac and PC hardware, Printers, scanners, computer peripherals, Mobile devices (iOS, Android)
• Client PC connectivity - Ethernet, TCP/IP, and VPN
• File server knowledge
• Experience with desktop anti-virus software and configuration
• Proven working experience in providing help desk support
• Proficiency in English
• Working knowledge of help desk software, databases, and remote control
  
  

Supplemental Information

HUSSON UNIVERSITY IS AN EQUAL EMPLOYMENT OPPORTUNITY EMPLOYER

**Exact compensation may vary based on skills, experience, and location.**

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