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Advanced Technical Support Specialist

2 months ago

Washington, Washington, D.C., United States InsideHigherEd Full time


Advanced Technical Support Specialist

As a vital member of the Information Systems Technology department, the Advanced Technical Support Specialist plays a crucial role in delivering exceptional customer service and technical assistance. This position involves working collaboratively within a dynamic team to ensure the smooth operation of technology services.

Key Responsibilities

The Advanced Technical Support Specialist is responsible for:
  • Installing, maintaining, and upgrading computer systems and peripherals, ensuring optimal performance for users.
  • Providing assistance to faculty, staff, and students with various technology-related issues, fostering a supportive environment.
  • Maintaining and supporting computer labs, audio-visual classrooms, video conferencing, and telecommunication systems.
  • Recording and editing lectures for online courses, utilizing lecture capture and video conferencing tools.
  • Offering training and guidance to instructors on effective video recording practices in diverse settings.
  • Troubleshooting and resolving technical problems, documenting solutions within the service desk ticketing system and communicating effectively with stakeholders.
  • Supporting faculty and staff in video conferencing for both classroom and non-classroom activities.
  • Utilizing software tools to enhance and edit media content.
  • Assisting in the organization and curation of media stored in lecture capture systems.
  • Diagnosing and resolving issues related to classroom technology, performing repairs as necessary.


Qualifications
  • Bachelor's degree in a computer science or engineering-related field.
  • A minimum of two years of relevant experience in technical support.
  • Familiarity with cloud storage solutions, ticketing systems, and help desk operations.
  • Physical capability to lift heavy equipment and work at heights.
  • Knowledge of safety protocols and equipment, including personal protective gear.
  • Availability to work flexible hours, including evenings and weekends as needed.
  • Proficiency in Adobe Creative Suite is advantageous.


Work Environment

This position is designated as On-Campus, reflecting the need for in-person collaboration and support. The work mode designation is subject to regular review to adapt to the evolving needs of the organization.

Compensation

The anticipated salary range for this position is approximately $35.29 per hour. Compensation is influenced by various factors, including individual qualifications, experience, education, skills, and organizational needs.

Equal Opportunity Employer

We are committed to fostering a diverse workforce and encourage applications from all qualified individuals, regardless of race, color, religion, national origin, age, sex, disability status, or any other characteristic protected by law.

Benefits Overview

We offer a comprehensive benefits package that includes medical, dental, vision, disability, and life insurance, retirement savings plans, tuition assistance, and various work-life balance initiatives. For more information about our benefits and eligibility, please refer to our Human Resources resources.