User Support Specialist

LACKAWANNA COLLEGE HAS BEEN VOTED ONE OF THE

"BEST PLACES TO WORK IN PA" FOR 2014, 2015, 2016, 2017, 2019, 2020, 2023, 2024 and 2025

Lackawanna College is a private, accredited college serving the people of Northeastern Pennsylvania. Our main campus is located in downtown Scranton, and our footprint includes 10 satellite centers in Northeastern Pennsylvania

Our mission is to provide a quality education to all persons who seek to improve their lives and better the communities in which they live. We provide our students with a direct path to a bachelor's degree, associate degree, or one of many different professional certifications. Additionally, our Continuing Education department helps put the people of Northeastern Pennsylvania back to work with modern career skills. Lackawanna is also one of the most cost-efficient regional higher education institutions.

If our mission inspires you, and you are willing to go the extra mile to help our students succeed, please feel free to apply for this or future employment opportunities for which you meet the minimum qualifications.

Please know that only the candidates who meet the minimum qualifications can be considered, and only those selected for interviews will be contacted by a college representative. No phone calls, please.

ESSENTIAL FUNCTIONS, PRIMARY RESPONSIBILITIES AND OBJECTIVES:

The User Support Specialist provides first level technical user support to students, faculty, and staff with regards to College owned equipment and licensed platforms and applications. This individual is responsible for taking ownership of the problem while maintaining a high degree of customer service. The User Support Specialist is required to provide off hour support and travel to centers to assist with technical issues as necessary.

ESSENTIAL FUNCTIONS:

1. Provide 1st level technical support for the college community, responding promptly to all support requests, calls, voicemails, and emails to help resolve hardware and software problems based on departmental policy and procedures.

2. Responsible for taking ownership of user problems and for being pro-active when dealing with user issues.

3. Provide professional customer service and ensure the relevant stakeholder is kept up-to-date regarding requests.

4. Log all calls in the support logging system along with detailed description of actions and resolution.

5. Support users in the use of computer equipment by providing necessary training and advice and escalate complex issues to 2nd level support when required.

6. Troubleshoot and repair desktop computer hardware and software as needed.

7. Perform basic level diagnosis and repair of telephone and network cabling.

8. Enforce college policies regarding software copyright and computer use.

9. Provide technical solutions for administrative and academic computing needs.

10. Contribute to the development of technical documentation resources.

11. Off-hour rotational on-call support outside of working hours.

12. Other duties and responsibilities as assigned.

KEY COMPETENCIES:

1. Technical Knowledge.

a. Strong working knowledge of Microsoft operating systems and software products.

b. Basic understanding of PC hardware set-up and configuration.

2. Excellent communication (verbal and written) and interpersonal skills required.

3. Ability to work independently and with minimum supervision, and as part of a team.

4. Capable of multi-tasking.

5. Must be pro-active and willing to keep up with the latest technology.

6. Strong organizational and leadership skills.

7. Must be able to lift up to 50 pounds, and provide assistance to others in lifting equipment exceeding 50 pounds.

EDUCATION:

- Associate's Degree in computer related field required. Bachelor's degree preferred.

- Microsoft Certified Professional (MCP) certification desirable.

EXPERIENCE:

- Three years' experience in a computer-related field required.

- Prior help desk experience desirable.

https://workforcenow.adp.com/mascsr/default/mdf/recruitment/recruitment.html?cid=9d114fa5-887f-4687-9b71-ee538589a4bb&ccId=19000101_000001&jobId=560164&lang=en_US&source=CC2

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