Technical Support Specialist

7 days ago

Minneapolis, Minnesota, United States University Of St Thomas Full time

About Us

The University of St. Thomas, a private institution with a strong Catholic heritage, is committed to providing a supportive and inclusive environment for its students, faculty, and staff. Our mission is to educate students to be morally responsible leaders who think critically, act wisely, and work skillfully to advance the common good.

Salary and Benefits

We offer a competitive salary range of $56,000 to $60,460 per year, in addition to a comprehensive benefits package that includes up to 100% tuition remission for employees and dependents, medical, dental, and vision options, and employer-paid disability, life, and AD&D benefits.

About the Job

The Technical Support Specialist will play a crucial role in providing exceptional customer service and technical support to our faculty, staff, and students. As a member of our Service Desk Operations team, you will be responsible for resolving reported incidents, fulfilling service requests, maintaining and repairing hardware, installing and deploying software, and administering backend systems and applications.

Key Responsibilities

  • Assist with the training, mentoring, and support of ITS student employees.
  • Respond to questions and escalated incidents from the ITS Tech Desk in support of First Call Resolution.
  • Help coordinate the Tech Desk members in their daily duties of attending to clients who come to make inquiries and facilitate good customer service culture in team members.
  • Lead teams of students in support of ITS work.
  • Serve as a trainer and resource to Tech Desk student employees.
  • Facilitate higher level first-call troubleshooting.
  • Provide guidance on escalation situations.
  • Work proactively to maintain service health for assigned primary services.
  • Assist leadership with all areas of Service Desk Operations.
  • Create and maintain detailed documentation in ITS knowledge base.
  • Champion process and ticketing best practices.
  • Identify and suggest possible improvements on procedures.
  • Ensure the adherence of professionalism and expansion of all activities done at the service desk.
  • Serve as a trainer and resource to clients and peers.
  • Attend regular meetings and complete assigned project tasks for assigned services and other ITS projects.
  • Troubleshoot and resolve incidents and fulfill service requests for assigned primary services.
  • Communicate with and provide customer service to faculty, staff, and students, both face-to-face and through virtual support tools as needed.
  • Record all work for incidents and requests in ticketing applications and follow appropriate ITS business processes for inventory tracking and other related processes.
  • Collaborate with and support other ITS staff members to ensure efficient resolution of client issues and requests. Work collectively to meet team goals for response and resolution.
  • Provide accurate information on IT products or services.

Qualifications

Minimum Qualifications:

  • B.A. or B.S. in an information technology field.
  • 3 years of experience working in technology support.

A combination of work experience, education, and skills may be used for qualification.

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