Technology Support Specialist
2 days ago
This position is responsible for providing technical support to university employees, faculty, and OnRamps students and instructors. The successful candidate will be able to troubleshoot and resolve a wide range of technical issues related to software, hardware, desktop, network, and systems supported by the OnRamps program.
Key Responsibilities- Provide excellent customer support through various communication channels, including phone, email, text, and chat.
- Monitor reported problems to identify trends and recommend solutions.
- Develop internal and external resources to enhance OnRamps customer support knowledge base and customer experience.
- Contribute to special projects and initiatives as assigned.
- Attend team meetings and staff professional development trainings, provide input on internal and external workflow processes, and engage in continuous improvement.
- Bachelor's degree.
- Two or more years of experience providing remote technical support through a ticketing system.
- Ability to quickly acquire in-depth knowledge of new systems to effectively train or troubleshoot issues with end users.
- Excellent verbal, interpersonal, and written communication skills.
- Demonstrated ability to work effectively and collaboratively in a team-oriented environment.
- Strong organizational skills with attention to detail.
- Bachelor's degree in Computer Science, Information Technology, or related field, or equivalent professional experience.
- More than 3 years of experience utilizing ticketing systems to provide technical support.
- Demonstrated creative problem-solving skills.
- Ability to handle multiple tasks and projects simultaneously.
- Experience writing technical documentation.
- Familiarity with Zoom video conferencing software.
- Experience with the Canvas Learning Management System.
- This position requires occasional weekend and evening work to support general technology needs.
- May work around standard office conditions.
- Repetitive use of a keyboard at a workstation.
- Shared desk environment.
- Hybrid work environment.
- Climbing of stairs.
- Use of manual dexterity.
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