Technical Support Specialist

3 weeks ago

Chicago, United States Adler University Full time

The Technical Support Specialist is responsible for supporting Adler University faculty, staff, and student technology requests as well as providing Audio/Visual equipment usage and content production assistance to faculty, staff, and students.

**Education/Experience**:

- A bachelor's degree in Computer Science, Information systems or the equivalent combination of education, training and experience from which comparable skills can be acquired.
- A minimum of one (1) years of work experience in enterprise networked systems support.

**Certifications/Licenses**:

- One of the following certifications (or higher) preferred: HDI, MCSE, CCNA, MCP, A+, ITIL Foundations

**Knowledge/Skills/Abilities**:

- Outstanding deductive and investigative skills to identify and diagnose complex, non-intuitive technical problems required.
- An effective communicator including written, oral, and listening with the ability to educate at all levels of the organization to ensure alignment on strategy and priorities.
- Demonstrated ability to think laterally with high level of tenacity to solve problems.
- Strong collaboration acumen and relationship building abilities.
- Sound understanding of IT Service Management and clear commitment to ITSM frameworks like ITIL.
- Demonstrated experience supporting audio/visual technologies in an academic or corporate environment.
- Demonstrated experience with network security and recovery tools and systems (Defender Endpoint, Windows system recovery tools, operating system imaging tools, etc.)
- Demonstration of Emotional Intelligence, empathy, and professional maturity.

**Essential Duties & Responsibilities**:

- Manage networked and standalone printer maintenance/cleaning schedules, jams/problem resolution, as well as consumables inventory, recycling, and re-supply
- Work with asset tracking system to ensure accurate and updated inventory information on all workstations, printers, equipment, etc.
- Ensures timely completion of Service Desk incident tickets, service requests and maintenance of ticketing queue in alignment with team service level agreement objectives
- Assist faculty, staff, students with AV support needs, recording / production assistance of classroom activities and other events, training and usage of videoconferencing systems and conference rooms.
- Troubleshoot wired and wireless network connectivity issues university wide.
- Helps to develop and maintain documentation for procedures and troubleshooting.
- Coordinates and delivers end user training workshops as needed.
- Assisting with hardware deployment and management for faculty, staff and students.
- Other duties and projects as assigned or needed.

**Work Environment (Physical Demands)**:The usual and customary methods of performing the jobs functions require the following physical demands: some lifting to 25 pounds, carrying, pushing, and/or pulling and significant fine finger dexterity. Generally, the job requires 80% sitting, 10% walking, and 10% standing. This job is performed in a generally clean and healthy environment.

**Universal Core Behaviors**:
**Communication**:

- Effectively expresses oneself in all oral and written communications.
- Exhibits good listening and comprehension skills.
- Keeps others informed, as well as responds, in a timely manner.
- Demonstrates match between words and actions.
- Responds with tact, diplomacy, respect and composure when dealing with others.
- Promotes the spirit and essence of the School’s Vision, Mission, Values and Key Strategies through both verbal and written communication.

**Teamwork and Collaboration**:

- Cooperates with others toward the achievement of common goals.
- Seeks consensus and win-win solutions to problems and conflicts.
- Contributes actively and participates fully in team initiatives.
- Puts success of the team above own interests.
- Builds and maintains constructive work relationships

**Responsive to Change**:

- Supports changes in the work environment.
- Displays a proactive, problem-solving approach toward work.
- Committed to life-long learning by continuously increasing skills, knowledge and effectiveness.
- Actively seeks and initiates creative and innovative solutions.
- Exercises sound, accurate and informed independent judgment when needed.

**Quality-Driven and Accountable**:

- Results-oriented and committed to quality through continuous process improvement.
- Eliminates ineffective activities and closes performance gaps.
- Anticipates and responds to customer needs.
- Monitors own performance, accept responsibility for actions and actively seeks feedback.
- Meets deadlines and completes projects and activities in professional, timely manner.
- Seeks opportunities to increase productivity and/or reduce costs while maintaining highest quality standards (fiscally responsible).

**Support of Vision, Mission, Values, Key Strategies**:

- Supports and models the School’s Values of: social interest, compassion, justice, respect for t

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