IT Support Specialist
2 weeks ago
Position Overview:
The Technical Support Technician (Tier I) role is integral to the Information Technology department, providing essential support to users within the university environment. This position acts as the initial point of contact for troubleshooting a variety of technical issues, including hardware and software support for PCs, Macs, and AV equipment.
Key Responsibilities:
Customer Support (40%): Deliver exceptional service through effective first-contact resolutions. Responsibilities include:
- Assisting users with computer equipment in various settings such as classrooms and offices.
- Providing general support for audio-visual systems.
- Creating and updating trouble tickets in accordance with established workflows.
- Determining whether issues can be resolved immediately or require escalation.
- Installing and upgrading computer systems, including imaging.
- Troubleshooting hardware and software problems for faculty, staff, and students.
- Preparing technology for classroom and meeting space usage.
- Ensuring users understand solutions and providing additional training as necessary.
- Maintaining accurate records of hardware and software inventory.
Project Management (35%): Engage in various projects and tasks, including:
- Providing equipment procurement quotes.
- Documenting procedures and knowledgebase articles.
- Developing expertise in specialized software and hardware.
Technical Troubleshooting (15%): Test and resolve hardware and software issues.
Customer Education (10%): Confirm user comprehension of solutions and offer further training as needed.
Security Responsibilities:
- Adhere to all security policies and procedures.
- Handle sensitive data in compliance with established protocols.
- Utilize elevated privilege accounts responsibly.
Qualifications:
Required:
- High School Diploma or GED with two years of relevant experience.
- Strong communication skills.
- Experience with Windows and Macintosh operating systems.
- Background in providing audio-visual support.
Preferred:
- Associate degree or higher in a technology-related field.
- Experience in a technical support role within an academic setting.
- Familiarity with imaging software and Microsoft Active Directory.
- Experience with enterprise-level Apple product management software.
- Knowledge of ticketing systems and technical documentation creation.
This position is essential for maintaining the technological infrastructure and ensuring user satisfaction within the university community.
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