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Technical Assistance Coordinator

2 months ago

Meridian, Idaho, United States Idaho College of Osteopathic Medicine Full time
Position Overview

The Idaho College of Osteopathic Medicine is seeking a dedicated Technical Support Specialist to join our IT team. This role is essential in providing comprehensive technical assistance to our community, including faculty, staff, students, and visitors. The successful candidate will be responsible for diagnosing technical issues and guiding users through effective solutions.

Key Responsibilities

The Technical Support Specialist will:

  • Deliver exceptional service and support to end-users, addressing hardware, software, usability, and connectivity challenges.
  • Engage with users to provide and process information in response to inquiries and requests regarding our systems and services.
  • Assess user-reported issues by gathering relevant information and analyzing symptoms to determine the root cause.
  • Resolve technical issues related to hardware and software, including internet connectivity, email applications, and VOIP systems.
  • Utilize available resources to research and provide accurate information to users.
  • Conduct training sessions for users on various applications and systems.
  • Collaborate with the AV Support Specialist and Systems Analyst to ensure seamless support.
  • Adhere to established processes and procedures while identifying and escalating priority issues as necessary.
  • Maintain accurate records of support interactions using designated ticketing software.
  • Provide alternative solutions when appropriate and follow up with users to ensure resolution.
  • Stay informed about system updates and changes, maintaining a current database of helpdesk articles.
  • Support ongoing user training on IT systems and best practices.
  • Perform additional related duties as assigned.
Qualifications

Minimum Requirements:

  • Two to five years of experience in a desktop support role or similar environment.
  • Proficiency in supporting Mac OS and iOS applications.
Skills and Competencies
  • Strong team player with a commitment to collaboration and mutual support.
  • Excellent problem-solving abilities, with a knack for analyzing situations and recommending effective solutions.
  • Familiarity with Google Suite/Apps and remote desktop support.
  • Outstanding verbal and written communication skills.
  • Advanced troubleshooting skills for printers and peripheral devices.
  • Ability to maintain confidentiality and handle sensitive information with respect.
Benefits
  • Comprehensive Health Care Plan (Medical, Dental & Vision)
  • Retirement Savings Plan
  • Life Insurance Options (Basic, Voluntary & AD&D)
  • Generous Paid Time Off (Vacation, Sick Leave, Holidays)
  • Family Leave Policies
  • Short Term & Long Term Disability Coverage