IT Support Specialist I

2 weeks ago


Amherst, Massachusetts, United States InsideHigherEd Full time

Position Overview:

The IT Support Specialist I will provide assistance to members of the academic community with a variety of technology and IT account-related inquiries. Support will be delivered in person, via telephone, email, and through a ticketing system.

Key Responsibilities:

  • Act as a customer service representative for the IT department, ensuring timely responses to technical support requests.
  • Provide initial estimates for service and assist in resolving issues related to hardware, software, and account management.
  • Utilize available resources and knowledge bases to troubleshoot and resolve technical issues effectively.
  • Receive training and guidance from senior IT staff to enhance performance and understanding of procedures.
  • Contribute to the knowledge base by creating and updating documentation for software and services.
  • Document all support activities, including communication and troubleshooting steps, in the ticketing system.
  • Monitor unresolved issues and ensure timely resolutions to maintain high customer satisfaction.
  • Collaborate with other departments and IT staff to ensure efficient service delivery.
  • Transport IT equipment as necessary across various locations.

Additional Responsibilities:

  • Stay informed about advancements in technology that may affect service delivery.
  • Perform other related duties as assigned.
  • Provide feedback for improving support materials for IT services.

Qualifications:

  • High school diploma with at least one year of experience in hardware and software troubleshooting.
  • Experience with Microsoft Office 365 in a professional environment is required.
  • Possession of a valid driver's license is necessary.
  • Strong customer service skills and the ability to communicate effectively with diverse groups.
  • Ability to follow detailed instructions and standard operating procedures.
  • Analytical skills and sound judgment in troubleshooting issues.
  • Willingness to learn and adapt to new technologies.

Preferred Qualifications:

  • Familiarity with Windows Active Directory.
  • Basic knowledge of virtualization technologies.
  • Experience with current operating systems and software applications.
  • Documentation skills for technical processes.
  • Relevant technical certifications are a plus.

Physical Requirements:

  • Ability to lift and transport IT equipment as needed.
  • Daily tasks may involve physical activities such as bending and reaching.

Work Schedule:

  • Standard work hours with potential for remote work arrangements.


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