Senior Technical Support Specialist

22 hours ago

Hartford, Connecticut, United States Holy Family University Full time
About Holy Family University

Holy Family University is a private institution in the Catholic tradition with campus locations in Philadelphia and Newtown, PA.

The university is committed to creating an inclusive and healthy educational and work environment based on respect, the dignity of each person, and the oneness of the human family.

We are seeking a skilled and customer-focused Senior Technical Support Specialist to join our team.

Responsibilities
  • Provide excellent customer service through prompt responses to support requests.
  • Handle escalated technical issues for PC and Mac platforms, including hardware, software, and office products.
  • Provide escalated technical support for classroom AV systems, printers, and phone systems.
  • Lead in AV event requests, setup, and support as needed during campus events.
  • Troubleshoot fundamental network issues, including connectivity problems, IP configuration, and network printer setups.
  • Assist with user account management as needed.
  • Track and manage accurate inventory records.
  • Oversee the ticket system, responding to outstanding issues and providing interventions as needed.
  • Develop and implement training programs to keep the team updated on the latest technologies and best practices.
  • Provide ongoing support and guidance to technicians, fostering a collaborative and continuous learning environment.
Qualifications
  • Associate's or Bachelor's degree in Information Technology, Computer Science, or a related field, or relevant experience.
  • At least 3 years of experience in a technical support role, preferably in an educational environment.
  • Strong knowledge of PC and Mac operating systems, hardware, software, and office products.
  • Experience with Gmail Suite, Multi-Factor Authentication (MFA), and Microsoft Office products.
  • Basic networking skills, including troubleshooting and configuration.
  • Experience organizing staff assignments and maintaining inventory control.
  • Excellent problem-solving skills and the ability to work under pressure.
  • Strong communication skills, both written and verbal.
  • Customer-focused attitude with a commitment to delivering high-quality support.
  • Strong background in conducting training and development sessions.
  • Ability to establish and maintain effective working relationships with the campus community.
  • Familiarity with ITIL or other IT service management frameworks preferred.
  • Experience with help desk ticketing systems preferred.
  • Certifications such as CompTIA A+, Network+, or relevant AV certifications preferred.

This position requires work on nights and weekends as needed, as well as flexibility to work outside standard work hours due to urgent support needs.

This position is based on Holy Family's Newtown, PA (Bucks County) campus, but will require travel to our Northeast Philadelphia campus as needed.

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