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 attach each document.
  • Up to 5 documents can be uploaded, with a maximum size of 5MB per document.
  • All submissions must be made electronically through the designated employment services platform.
  • Incomplete or improperly submitted applications may not be considered.

Please provide the following documents:

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

As a Technical Support Specialist, you will provide tier 2 technical assistance to clients via phone and in-person, utilizing remote support tools. This role requires leveraging your technical knowledge to troubleshoot issues effectively and ensuring that complex or high-priority concerns are escalated to specialized support teams as necessary. You will serve as the first point of contact for users, delivering user-level technical assistance and receiving ongoing training to meet departmental needs.

DUTIES & RESPONSIBILITIES:
  • Respond to incoming calls using a call center solution, offering information and technical support or escalating issues as required.
  • Support a variety of Information Technology products and services, which includes answering inquiries, troubleshooting issues, and educating users on software and hardware functionalities.
  • Assess the most effective methods to resolve customer technical issues.
  • Document necessary customer and incident details in an IT ticketing system, updating tickets with activity logs and closing them upon resolution.
  • Adhere to quality assurance processes to meet organizational standards.
  • Resolve Level 1 and Level 2 service requests, escalating more complex issues to the appropriate teams.
  • Confirm that proposed solutions effectively address user problems through follow-up communication.
  • Engage in Help Desk projects as assigned by senior staff.
  • Contribute to the development of knowledge base articles and documentation for incident resolution.
  • Manage the ticket queue and ensure proper routing to the correct technical support teams.
  • Follow established metrics as outlined by senior management.
  • Represent the Information Technology department professionally and respectfully to the client community.
  • Assist staff with software demonstrations and provide training on widely used applications.
  • Help develop internal documentation.
  • Support 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 skills in Microsoft Office Products, including troubleshooting and usage.
  • Ability to: Engage in lengthy conversations while providing assistance.
PREFERRED EDUCATION / SKILLS/ EXPERIENCE:
  • Experience in a call center environment.
  • Intermediate IT troubleshooting experience, client relations, and contributing innovative ideas.
  • Familiarity with the Information Technology Infrastructure Library (ITIL).

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

Equal Opportunity/Affirmative Action/Veterans/Disability Employer.

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