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Technology Support Specialist

2 months ago

Jefferson City, Missouri, United States Lincoln University of Missouri Full time
Job Overview

Objective:

The Technology Support Specialist plays a crucial role in delivering comprehensive support services to ensure optimal configuration, performance, and ongoing upkeep of technological devices. This position requires on-site presence and collaboration with clients, faculty, staff, and students to address software and hardware challenges while delivering exceptional customer service.

Key Responsibilities:

  • Investigate, diagnose, and resolve software and hardware issues impacting device usability and functionality, including internal component malfunctions, network connectivity, peripheral devices, software applications, and security configurations.
  • Assist in the creation, maintenance, and distribution of complex software images for a variety of devices, such as desktops, laptops, tablets, and mobile devices.
  • Utilize problem-solving skills to implement both temporary and permanent solutions for reported client issues, aiming to restore functionality promptly.
  • Regularly provide accurate and timely updates on documented requests through the IT service desk ticketing system.
  • Install, configure, and update software and hardware components for clients as required.
  • Deliver technical support and guidance to clients in person, via phone, or through remote assistance tools.
  • Evaluate and test new technologies and devices for compatibility and usability.
  • Document and maintain records of support activities, procedures, and best practices.

Additional Responsibilities:

  1. Support Services Technologists may be called upon to assist Helpdesk staff in providing coverage and additional support as necessary.
  2. Offer support to higher-tiered staff when required.
  3. Engage in training and professional development opportunities to enhance technical expertise.
  4. Perform other duties as assigned by the Client Services Manager or the CIO.

Qualifications:

  • High school diploma or GED.
  • A minimum of one year of experience assisting customers, clients, or end-users with technology-related issues.
  • Basic understanding of computer hardware, software applications, and network troubleshooting.
  • Experience in researching, diagnosing, explaining, and resolving technology challenges.
  • Strong communication skills and the ability to work with end users to resolve IT issues in person, over the phone, or via remote software.
  • Capability to work independently as well as collaboratively within a team.
  • Aptitude for working under pressure and meeting deadlines.
  • Ability to follow instructions and adhere to established policies and procedures.

Preferred Qualifications:

  • Bachelor's degree or equivalent coursework in computer science, information systems, networking, or customer relationship management.
  • 3-5 years of experience in assisting customers, clients, or end-users with technology issues.
  • Advanced knowledge of computer hardware, software applications, and network troubleshooting.
  • Intermediate familiarity with all supported operating systems, including Windows, Mac OS, Linux, iOS, and Android.
  • Proficiency in Mac OS for troubleshooting and support within the campus infrastructure.
  • Relevant certifications in IT support, such as CompTIA A+, ITF+, Core 1, and/or Core 2 certification.

Knowledge, Skills, Abilities, and Personal Attributes:

  • Awareness of current and emerging technologies and devices.
  • Understanding of best practices and standards for IT support and service delivery.
  • Familiarity with the mission, vision, values, and goals of the University.
  • Skills in problem-solving, critical thinking, and decision-making.
  • Proficient in oral and written communication, with an emphasis on effective communication across various technical levels.
  • Strong customer service, interpersonal relations, and teamwork skills.
  • Effective time management, organizational, and prioritization skills.
  • Proficient in using various software applications and tools, including Microsoft Office, Google Workspace, antivirus software, and remote assistance tools.

Certifications, Licenses, Registrations:

No specific certifications required.

Physical Requirements:

  1. Extended periods of sitting at a desk and working on a computer.
  2. Ability to lift and carry 25 lbs. or more.
  3. Light sedentary office work.

This job description is intended to provide a general overview of the responsibilities and qualifications associated with the position and is subject to change as needed by Lincoln University.