Technical Support Specialist II

2 weeks ago

Commerce City, Colorado, United States InsideHigherEd Full time
Job Title: Technical Support Specialist II
Company: InsideHigherEd
Department: Information Technology Services
Proposed Minimum Salary: Commensurate
Job Type: Staff
Job Description:

APPLICATION INSTRUCTIONS:

During the application process, please ensure that all required documents are uploaded in the "My Experience" section.

  • Utilize the Upload button to add each document.
  • Up to 5 documents may be uploaded, with a maximum size of 5MB per document.
  • All documents must be submitted electronically to be considered.
  • Incomplete or improperly submitted applications may not be reviewed.

Please provide the following documents:

  • Cover Letter
  • Resume/CV
  • Three professional references with complete contact information.
  • Transcripts (Unofficial transcripts are acceptable with the application; official transcripts are required upon verbal offer).

Provide tier 2 technical assistance to users via phone and in-person using remote support tools. The Technical Support Specialist will leverage their technical expertise to address issues and ensure that complex or high-priority problems are escalated to specialized support teams when necessary. This role serves as the initial point of contact for users and assists in delivering user-level technical support. Ongoing guidance and training will be provided to meet departmental needs.

DUTIES & RESPONSIBILITIES:
  • Responds to calls using a call center solution, providing information, technical assistance, or escalation as required.
  • Offers support for all IT products and services, which may include answering inquiries, troubleshooting issues, and instructing users on software or hardware functionalities.
  • Identifies the most effective approach to resolve users' technical issues.
  • Records necessary customer and incident details in an IT ticketing system, updating tickets with relevant activity and closing them upon resolution.
  • Adheres to quality standards in processes and services to ensure organizational quality benchmarks are met.
  • Resolves Level 1 and Level 2 service requests, escalating complex or high-priority issues to the appropriate support teams.
  • Confirms that proposed solutions effectively address users' problems through follow-up communication.
  • Participates in Help Desk-related projects as assigned by the Senior Technical Support Specialist.
  • Contributes to the development of knowledge base articles and documentation of incident resolutions.
  • Manages the ticket queue and directs requests to the appropriate technical support team.
  • Complies with defined performance metrics established by the Senior Technical Support Specialist.
  • Professionally represents the IT department and its services to the client community.
  • Assists staff with demonstrations of software applications and may provide training on widely used and specialized software applications.
  • Contributes to the creation of internal documentation.
  • Supports users during new technology implementations.
MINIMUM REQUIREMENTS:
  • Education and Experience: High School Diploma or GED.
  • Knowledge / Skills: Minimum of three years of relevant work experience. Ability to thrive in a fast-paced environment while employing critical thinking skills. Proficiency in Microsoft and MAC operating systems and Office Suite. Advanced proficiency in Microsoft Office applications, including troubleshooting and usage.
  • Ability to: Engage in lengthy conversations while addressing calls.
PREFERRED EDUCATION / SKILLS / EXPERIENCE:
  • Experience in a call center environment.
  • Background in IT with intermediate troubleshooting skills, client relations, and idea formulation.
  • Familiarity with the Information Technology Infrastructure Library (ITIL).
SUPERVISION OF OTHERS:

None

All positions are security-sensitive. Applicants are subject to a criminal history investigation, and employment is contingent upon verification of credentials and other required information, including completion of a criminal history check.

Equal Opportunity/Affirmative Action/Veterans/Disability Employer.

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