Tech Support Specialist

1 month ago

Demorest, United States IMS People Full time
Job DescriptionJob Description

Title: Tech Support Specialist

Location: Demorest, GA

Rate: $18.88/Hour

 

Description

Technical Support Specialist

 

Description of Job Duties

As a Technical Support Specialist, you will work to support the technology presence at the institution to recommend or perform complex or remedial actions to correct problems using remote diagnostic and remediation technology and tools, or at user locations.  You will guide and supervise other technical support staff and/or student workers.  You will provide consultative support to department managers and end users directly related to the general business operations, software systems, including technical assistance and training to system users.

 

Recommending or performing complex actions to correct problems using remote diagnostic, remediation technology and tools or at user locations to install, modify, or make repairs to computer hardware and/or software.

Supervising and supporting major computer system and laptop deployments, and similar projects.

Controlling coordination with affected end user departments while mentoring other technical support staff and/or student workers

Testing and evaluating specified software packages, proposed hardware and software to determine efficiency, reliability, and compatibility with existing computer systems, peripherals, and the network.

Responding in a timely fashion to client inquiries and escalated issues concerning operation of client-owned assets

Maintaining the highest level of customer service as set forth by the Ellucian general competencies.

Providing updates, status, and completion information to management regarding all assigned incidents, requests, and projects

Providing regular updates to tickets within the work queue with frequency depending on priority level.

Escalating all high priority or sensitive customer requests/concerns to the Technical Director, or when appropriate, the CIO.

Coordinating activities with the Help Desk and Desktop Support, Network Services, Enterprise Application Services, and other team members.

Properly delegating appropriate work to student technicians based on need and workload.

Contributing to development of yearly learning plan and complete plan as instructed by supervisor.

Providing consultative support to management and end users directly related to general business operations, software systems, technical assistance, and training to system users.

Producing relevant documentation surrounding operational processes and process improvement.

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