IT Support Technician
2 weeks ago
The Computer Support Specialist II is tasked with delivering advanced technical guidance and support to IT Service Analysts, ensuring optimal service metrics and operational processes to enhance customer satisfaction and efficiency.
Role Responsibilities
The successful candidate will:
- Provide exceptional customer service to students, faculty, and staff, addressing complex technical issues.
- Analyze, troubleshoot, and resolve intricate user technical problems across various platforms including workstations and mobile devices.
- Lead initiatives to foster a collaborative environment, enhancing customer service and addressing escalated issues effectively.
- Monitor and quantify service performance, ensuring high levels of customer satisfaction.
- Manage assigned IT services, utilizing enterprise tools for ticket and desktop management.
- Contribute to Knowledge Management by developing user-friendly documentation and updating common resolutions.
- Mentor and train new team members, ensuring comprehensive onboarding and support.
- Assist in the strategic planning and implementation of new technologies and initiatives.
- Stay informed on industry trends and maintain knowledge of applicable laws and standards.
Required Qualifications
The ideal candidate will possess:
- Experience in providing technical support for both Mac OS and Windows OS environments.
- Proficiency in IT Service Management, with a focus on delivering high-quality IT services.
- Knowledge Management experience, including the creation and management of organizational knowledge.
- Strong understanding of IT security management practices.
- Experience with help desk ticketing systems.
Preferred Qualifications
Additional qualifications that are advantageous include:
- Experience with enterprise desktop management tools.
- Training in ITSM / ITIL best practices.
- A degree in Computer Science, Information Systems, or a related field.
- Relevant certifications in Help Desk or Knowledge Centered Support.
Key Competencies
The successful candidate will demonstrate:
- Excellent interpersonal and communication skills.
- The ability to work collaboratively in a team-oriented environment.
- Strong analytical and problem-solving capabilities.
- Effective documentation and organizational skills.
- A proactive approach to learning and adapting to new technologies.
Special Requirements
This position requires a valid driver's license and the ability to pass a comprehensive background check. This job description is intended to provide a general overview of the position and is not exhaustive in detailing all responsibilities and requirements.
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