IT Support Technician
2 weeks ago
The Computer Support Specialist II will play a crucial role in delivering advanced technical assistance and leadership to IT Service Analysts. This position is essential for monitoring service metrics and ensuring operational efficiency while maintaining a high level of customer satisfaction.
Key Responsibilities
1. Provide expert technical support for students, faculty, and staff, addressing complex user issues related to workstations, mobile devices, and software applications.
2. Analyze, troubleshoot, and resolve intricate technical problems, collaborating with a diverse range of users with varying levels of technical knowledge.
3. Foster a culture of collaboration and success by leading by example and delivering exceptional customer service.
4. Quantify and enhance support performance by tracking service metrics and refining processes to improve customer satisfaction.
5. Manage assigned IT services, utilizing enterprise tools for effective ticket and desktop management.
6. Contribute to Knowledge Management by developing user-friendly documentation and updating common user issues and solutions.
7. Mentor and train new team members and student employees, ensuring a knowledgeable and capable support team.
8. Assist in the development of strategic plans and project management, contributing to the implementation of new technologies and policies.
Required Qualifications
- Proven experience in providing customer support for both Mac OS and Windows OS environments.
- Demonstrated IT Service Management experience, including the design and delivery of IT services.
- Familiarity with Knowledge Management best practices and the ability to create and manage organizational knowledge.
- Strong background in IT security management and the ability to protect organizational data and assets.
- Experience with help desk ticketing systems and project management best practices.
Preferred Qualifications
- Experience with enterprise desktop management tools.
- Training in ITSM / ITIL best practices.
- Relevant degree in Computer Science, Information Systems, or a related field.
- Certifications in Help Desk Institute or equivalent.
Additional Information
This position requires a valid driver's license and the ability to pass a comprehensive background check. The role does not include supervisory responsibilities and is not eligible for sponsorship. The job description is intended to provide a general overview of the position and is not exhaustive.
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