What are the responsibilities and job description for the Technical Support Specialist position at University of the Cumberlands?
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Join our team of student-focused individuals working together in order to encourage intellectual and spiritual growth, leadership and service.
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The Technical Support Specialist provides technical assistance to our students, faculty, and staff. Responsibilities for this position include:
Research and identify solutions to software and hardware issues
Diagnose and troubleshoot technical issues, including account setup and network configuration
Ask customers targeted questions to quickly understand the root of the problem
Track computer system issues through to resolution, within agreed time limits
Talk clients through a series of actions, either via phone, email or chat, until they’ve solved a technical issue
Properly escalate unresolved issues to appropriate internal teams (e.g. software developers)
Provide prompt and accurate feedback to customers
Ensure all issues are properly logged
Prioritize and manage several open issues at one time
Follow up with clients to ensure their IT systems are fully functional after troubleshooting
Prepare accurate and timely reports
Document technical knowledge in the form of notes and manuals
Cumberlands is different by design. Our employees exemplify our motto in the pursuit of a
“life-more-abundant.”