Technical Support Specialist
1 month ago
The College of the Holy Cross seeks a highly skilled Technical Support Specialist to join its Customer Experience Team. This full-time, exempt level position is responsible for providing top-tier customer service and technical support to the College community.
Main Responsibilities
- Analyze and troubleshoot level 1 Windows and Mac hardware and software issues.
- Act as the first point of contact for technical support at the College.
- Respond to phone calls, walk-ins, and emails, providing customers with excellent customer service.
- Document issues within our ticketing system.
- Help improve Help Desk policies and procedures.
- Escalate issues to others in the Customer Experience Team as needed.
- Manage student workers as required.
Requirements
- Technical high school, associates degree, or equivalent experience required.
- Strong focus on customer service required.
- Knowledge of Windows OS, MacOS, and iOS required.
- Ability to prioritize and troubleshoot complicated technical problems required.
- CompTIA A+, Google IT Support Professional, or like certifications are a plus.
- Higher education technology support experience is a plus.
Core Competencies
- Dependability
- Flexibility
- Service Oriented
- Excellent Written & Verbal Communication
- Proficient Problem Solving
- Understands Risk Management
- Excellent Innovation/Creativity
- Strong Teamwork & Team Facilitation
- Strong Interpersonal Skills
- Understands, values and respects diversity as an individual, in a team and within groups while fostering an inclusive and supportive environment.
Benefits
- 10% College contribution to the 403(b) Retirement Plan (1 year wait waiver available)
- Condensed summer 4-day work week
- Tuition & Education benefits
- Wellness programs & ongoing Training and Development opportunities
- Generous paid time off
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