Technical Support Specialist
1 week ago
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, responding to assigned OIT Service Desk tickets and maintaining hardware and software schedules.
Key Responsibilities- Provide technical support for desktop computers, printers, peripherals, and licensed software.
- 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 and software assessment and purchase recommendations in response to work orders.
- Communicate with hardware and software vendors in the normal course of problem resolution.
- Write and maintain documentation for instruction sheets, training manuals, OIT web pages, FAQs, internal processes, and procedures.
- Bachelor's degree in Computer or Information Science, or a related discipline preferred.
- 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 and demonstrate the ability to work independently.
- Provide tier-two and higher support for technology supported by OIT, including hardware, software, peripherals, and services across 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.
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.
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