Technical Support Specialist

Title: Technical Support Specialist

Department/Location: IT Operations, Elsah, IL 

Position Type: Full-time, 12-month

Summary 

The Technical Support Specialist provides excellent customer service and knowledgably supports all aspects of network computing at Principia – desktops, laptops, network servers, phones, related software and network infrastructure. The individual in this post is a key team member and mentor, supportive of peers and the Principia Community. The Technical Support Specialist reports to the College Technology Director in Shared Services, on the College campus. 

Who We Are  

At our award-winning Early Childhood through grade 12 Principia School in St. Louis, Missouri, and top-ranked Principia College in Elsah, Illinois, Principia faculty and staff make up a close-knit community of educators, coaches, and professionals taking a distinct approach to education—blending academic excellence with Christian Science-based character education. Principia’s team of over 500 employees supports not only Principia School and Principia College, but also a worldwide network of Alumni & Friends.  

At Principia College, our globally-focused curriculum honors diverse perspectives and develops creative changemakers who use their academic skills for good in service to themselves, their communities, and the world. In-depth study meets real-world experience through study abroad programs, internships, capstone projects, and a robust slate of student activities, including a world-renowned mediation team, top-ranked solar car team, and the nation’s oldest student-run public affairs conference.  

Principia employees are part of an engaging academic community preparing students to be tomorrow’s leaders, thinkers, and changemakers. We strive to create a collaborative and inclusive environment where everyone feels they belong and are valued. 

Primary Responsibilities 

• Works as a key player on the Technical Services team with a focus to shared services, striving to provide the best customer service possible regarding technical and network support
• Participates in accordance with the Service Management Methodology including:

• Help Desk phone coverage
• Actively using the Incident tracking system to record problems and resolutions
• Troubleshooting and resolving computer and network problems for assigned Incident tickets
• Participating in various ITIL areas including Change, Incident, and Problem Management as needed.

• Participates in network administration support - troubleshooting, resolution, and documentation - including demonstrated expertise in assigned areas. Such areas include:
  • network hardware and software (printers, servers, switches, ports, cable)
  • network backups and retrieval
  • creation and maintenance of user accounts
  • malware protection
  • network performance and upgrades
• Assumes Lead Technician role of assigned projects as needed
• Trains other tech & student workers on hardware and software products and methods as needed
• Participates in the rotating after-hours coverage and Server Maintenance weekends
• Utilizes programming skills for website maintenance, PowerShell scripts, log processing

Core Competencies 

• Team players:  Ability to collaborate and partner with peers and senior leaders is critical, with an ability to listen, give and receive feedback, and be comfortable exchanging ideas and speaking candidly in a professional and collegial manner
• Customer Service: Responds promptly and professionally to customer needs
• Results Driven and Productivity: Ability to prioritize and deliver results in a high-volume environment

• Communication: Provides regular, consistent, and meaningful information. Listens carefully to others and ensures message is understood. Ensures important matters are shared with all appropriate parties. Communicates in a clear and concise manner. Tailors communication style to needs of the recipient.
• Proactive: Ability to self-start
• Technical Skills: Assesses own strengths and weaknesses; pursues training and development opportunities; strives to continuously build knowledge and skills

Minimum Qualifications

• Student of Christian Science preferred
• Supportive of Principia’s guiding statements as articulated here https://www.principia.edu/about/guiding-statements
• Bachelor’s degree or equivalent work experience
• Proven interpersonal communication skills – including an ability to converse clearly and compassionately with customers who may be expressing themselves strongly or urgently
• Three years experience in computer support of both the Intel-based and Macintosh platforms, and other related experience, including being able to transfer that knowledge to others through mentoring
• Networking experience preferred
• Proven ability to take direction and work well with others in a busy environment, a team player
• Willingness and ability to work flexible hours and schedules as needs arise, and to study and test for professional development according to Principia’s needs
• Physically able to lift and carry up to 40 lbs., to crawl under desks and tables, and to wire jacks and patch panels in close quarters if needed

 The statements above describe the general nature and level of work but are not a complete list of responsibilities and are subject to change at the discretion of Principia.  

Compensation and Benefits 

We offer a competitive starting salary range for this position: $27.36 - $31.83 hourly, commensurate with experience and qualifications. 

In addition to salary, our comprehensive total rewards package includes: 

• Generous Employee Tuition Discount: Enjoy a 90% discount on tuition (pro-rated for part-time staff) for your eligible children enrolled from Pre-K3 through College (infant and acorn programs excluded).
• Relocation: Principia provides a relocation reimbursement of up to 12% of your annual salary, when moving from outside a radius of more than 50 miles
• Professional Development: Access to learning opportunities, training programs, and career growth support.
• Comprehensive Benefits: Learn more about all our benefits here, including comprehensive health, dental, and vision plans, paid time off, a 403(b) retirement plan with Principia matching, and more.

Equal Opportunity 

Principia, a mission-driven institution, believes every person has the right to an equitable and respectful educational environment and workplace. Principia does not discriminate on the basis of race, color, national origin, ethnicity, gender (identity or expression), sexual orientation, family status, disability, age, or military or veteran status.  

In hiring, admissions, and related decisions, Principia—as an institution with a religious mission—gives preference, where appropriate, to Christian Scientists.