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Advanced Technical Support Specialist

2 months ago

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


Position: Tier 2 Support Technician

As a pivotal member of the Information Systems Technology department, the Tier 2 Support Technician plays a crucial role in delivering exceptional customer service and technical assistance. This position is integral to maintaining the technological infrastructure that supports our academic community.

Key Responsibilities

The Technician will engage in a collaborative environment to:
  • Install, maintain, and upgrade computer systems and peripherals, ensuring optimal performance for all users.
  • Assist faculty, staff, and students with technical issues, providing timely and effective solutions.
  • Support the management of computer labs, audio-visual classrooms, video conferencing, and telecommunication systems.
  • Record and edit lectures for online courses using various media tools, enhancing the learning experience for students.
  • Provide training and guidance to instructors on best practices for video recording and media production.
  • Document troubleshooting processes and solutions in our service desk ticketing system, ensuring clear communication with stakeholders.
  • Assist with the organization and curation of media content within lecture capture systems.
  • Resolve technical issues related to classroom software and hardware, 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 and ticketing systems for tracking support requests.
  • Physical capability to lift heavy equipment and work at heights.
  • Knowledge of safety protocols, including the use of protective equipment.
  • Availability to work flexible hours, including evenings and weekends as needed.
  • Proficiency in Adobe Suite is advantageous.


Work Environment

This role is designated as On-Campus, reflecting the dynamic needs of our institution. Work mode designations are subject to regular review to adapt to the evolving requirements of the organization.

Compensation

The anticipated salary for this position is $35.29 per hour, influenced by various factors including qualifications, experience, and institutional needs.

Equal Opportunity Statement

We are committed to fostering a diverse workforce and encourage all qualified candidates to apply without regard to race, color, religion, national origin, age, sex, disability status, or any other characteristic protected by law.

Benefits Overview

We offer a comprehensive benefits package, including medical, dental, vision, and retirement savings options, as well as professional development opportunities.