Technical Support Representative 1

Who we are:

The University of New Haven, founded in 1920, is a private university whose mission is to prepare students to excel and lead purposeful and fulfilling lives in a global society. The university offers more than 150 undergraduate and graduate programs and has been recognized for academic excellence, nationally and internationally. In addition to its main campus in West Haven, the university has a campus in Tuscany, Italy. Learn more at newhaven.edu.

This position is responsible for assisting faculty and staff with technical issues or questions relating to computer hardware or software devices. The duties include taking phone calls from faculty and staff or communicating with them through applicable messaging platforms through the University, helping end users diagnose and resolve technical issues over the phone, email, teams and Bomgar remote. Installing hardware or software on their computers. Deploying and configuring laptops, PC’s and printers. Troubleshooting classroom technology. Audio/Visual support for Events & meetings.

You will:

• Handle faculty and staff IT technical support cases through the help-desk database by in-person, remote, phone, teams, or email
• Escalate tickets in system involving accounts, network infrastructure, server-side systems, or enterprise applications to appropriate system admins, network and programming teams
• Update the University’s help desk database with tech tips and brief documents
• Evaluate system potential through assessing compatibility of new programs with existing programs
• Install software on windows and mac OS throughout campus
• Deploy and configure new windows or mac devices for faculty and staff
• Improve existing programs by evaluating objectives and specifications, reviewing proposed changes and making recommendations
• Maintain system functionality by testing computer components
• Work with Manufacturer client support for warranty repairs
• Maintain end user confidence by keeping their information confidential
• Prepare reference material for faculty and staff by creating operation instructions
• Network design and implementation when required
• Provide on-site IT support for high level University zoom & Teams meetings; classroom technology, cell phone configuration and audio visual event and meeting support.

You need:

• High school diploma required and vocational training program completion as a computer/network administrator. Associate’s Degree in computer science or networking. technical support is preferred.
• Ability to effectively interact with all internal and external stakeholders and exhibit excellent customer service skills in each interaction.
• Effective problem solving in computer related issues.
• Expert knowledge of Audio/video systems & equipment Example Microphones, sound systems, projectors, displays required.
• Ability to work independently and off-hours when required to do so

Whats in it for you:

• Health & Welfare Programs: Employees and their eligible family members, including spouses and dependent are eligible for Medical, Dental, Vision and Life Programs.
• Wellness & Fitness: On-campus Recreation and Fitness Center for employees and families; Employee Assistant Program
• Commitment to Educational Excellence: Tuition assistance for employees and eligible dependents; Tuition exchange opportunities
• Employee Discounts on products, services and educational opportunities
• Work/Life Benefits: Generous paid time off programs; progressive paid holiday schedule (including holiday break between Christmas and New Year’s); 4 weeks of parental paid leave; flexible work schedules including summer hours where applicable

*The University of New Haven is not a qualifying E-Verify employer and its use of E-Verify is limited to specific government projects. For that reason, candidates with STEM OPT authorization cannot be considered for employment.