Technology Support Specialist

2 days ago

Austin, Texas, United States University of Texas at Austin Full time
Job Summary

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.
Requirements
  • 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.
Preferred Qualifications
  • 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.
Working Conditions
  • 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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