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Technical Support Specialist

2 months ago

Rochester, New York, United States St. John Fisher Full time
Job Summary

We are seeking a highly skilled Technical Support Specialist to join our team at St. John Fisher University. As a key member of our Information Technology department, you will provide top-notch technical support to our faculty, staff, and students.

Key Responsibilities
  • Provide tier two and higher support for the University community in response to assigned OIT Service Desk tickets and established hardware and software maintenance schedules.
  • Install, configure, troubleshoot, and maintain desktop computers, printers, peripherals, and licensed software.
  • Service locations include offices, classrooms, residence halls, computing labs, and other locations that require desktop support.
  • Provide hardware/software assessment and purchase recommendations in response to work orders.
  • Communicate with hardware/software vendors in the normal course of problem resolution.
  • Write and maintain documentation for instruction sheets and training manuals, OIT web pages, FAQs, internal processes and procedures.
Requirements
  • Bachelor's degree in Computer or Information Science, or a related discipline preferred.
  • A combination of education and experience may be considered.
  • Minimum of two years' experience in a technology support role, preferably in a higher education setting.
  • Excellent communication, organization, and customer service skills.
  • Ability to work in a team setting.
  • Must demonstrate the ability to successfully work independently.
Competencies / Skills
  • Provide tier-two and higher support for technology supported by OIT, including but not limited to: hardware, software, peripherals, and services across the Windows, Macintosh and other operating systems.
  • Mobile Devices.
  • Network Printers and Multifunction Devices.
  • Connectivity to the University's network and its resources.
  • Connectivity to the University's administrative systems.
  • Utilize the OIT ticketing system to support operations for ticket entry, assignment, and monitoring in accordance with department standards.
  • Implement and utilize back-end support systems and utilities such as remote assistance, desktop management, and password reset.
Work Environment

Well-lighted, well-ventilated, pleasant work area.

Equipment to be Used
  • MS Office Suite (Excel, Word, Outlook, PowerPoint).
  • Desktop Publisher.
  • Banner (data warehouse for all functional areas across campus).
  • OIT Ticketing System (TeamDynamix).
  • Desktop Management System (InTune).
  • Print Management System (PaperCut).
  • Fax.
  • Printer.
  • Copier.
  • Telephone.