Technical Support Specialist
1 month ago
Key Responsibilities:
• Troubleshoot computer systems and related software
• Provide technical assistance and routine maintenance of specialized software applications
• Provide support for other IT related hardware devices such as networked printers, smartphones, etc.
• Provide Tier 2 support of medium to high difficulty requiring the ability to take ownership of complex issues
• Perform advanced troubleshooting to determine the cause of problems
• Install, configure, and provide support, monitor Service Desk queue and resolve support tickets as assigned
• Participate in and coordinate projects, share information and receive feedback from other OIT staff as appropriate
• Generate and maintain detailed technical documentation, coordinate service calls and repairs for warranty and non-warranty items
• Provide Audio Visual (AV) and Video Conferencing (VC) support as assigned. Assist with reserving, setting up, and troubleshooting of AV and VC equipment.
Qualifications:
• High School diploma or equivalent required
• 1 year of work experience in the installation, maintenance, and technical support of workstation hardware or 1 year of experience providing customer service and technical support with Microsoft Office 365 and Windows 10 or above operating system
• Technical certifications from workstation training programs such as CompTIA A+, Comp TIA Net+, and MCDST may be substituted for one (1) year of experience
• Bachelor or associate degree in computer science, Information Technology or a closely related field from an accredited college or university is preferred
Knowledge, Skills, and Abilities:
• Advanced knowledge of Microsoft products, including operating systems, office suite and outlook in a networked environment
• Advanced knowledge of computer software, hardware, and firmware relative to personal computer, local area network/wide area network environments
• Skilled at installing and providing technical support for software applications, operating systems, and personal computer hardware
• Ability to do advanced troubleshooting on various manufacturers of computers
• Ability to plan, organize, manage, and track projects • Ability to communicate effectively both verbally and in writing
• Ability to read, understand, and comply with the department's policies
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