Technical Support Specialist

2 weeks 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 Technical Support Specialist, you will 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.

Key Responsibilities
  • Provide hardware and software assessment and purchase recommendations in response to work orders.
  • 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.
  • Communicate with hardware and 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 and 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.
  • Have excellent analytical, organizational, written, and verbal skills.
  • Have robust technical skills.
  • Strong commitment to working in a team setting and building a strong team.
  • Collaborates with Media Services team on classroom technology replacement planning and execution.
  • Ensure hardware and software maintenance and refresh schedules are maintained.
  • Have excellent customer service skills and the ability to consult with and train end-users of all abilities.

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