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IT Support Specialist I
4 months ago
Position Summary
Under close supervision, the IT Support Specialist I is responsible for providing end user support to students, faculty, and staff. The position will provide excellent customer service to the College’s students and desktop users through first call resolution.Duties & Responsibilities
ESSENTIAL FUNCTIONS:
Technical Support: The position provides primary support to the CTLA by assisting students and faculty with troubleshooting login problems to Pathway, Email, Canvas accounts and remote proctoring systems while adhering to FERPA guidelines.
Administrative Support: Assist students and faculty with basic technical issues in Canvas, remote proctoring system, and Turnitin by responding to Help Desk tickets assigned to CTLA and User Services groups. Develop a deeper understanding of Canvas, remote proctoring platforms, and Turnitin.
Help Desk Support/Training: Provide training to the Help Desk staff to increase their ability to provide more effective first level contact support for Canvas and technical issues.
Training & Document Development: Participate in CTLA/Help Desk/User Services departments including training offered to students, faculty, and staff. Work with CTLA team in the development of forms for students and/or faculty training and references (i.e. VoD, PowerPoints, Tip Sheets). Research new bugs, quirks, and/or problems facing users in Canvas, remote proctoring system, and Turnitin.
Customer Service: Provide friendly, accurate, and immediate support to all students, faculty, staff, and visitors.
PHYSICAL REQUIREMENTS:
Requires frequent and continuous sitting/moving about, continuous use of fine motor skills, and pushing and pulling of up to 20 lbs.
SCHEDULE DETAILS:
Must be available to work 40 hrs. per week with normal work hours from 8:00 am to 5:00 pm. Occasional evening and weekend hours may be required.
ADDITIONAL DUTIES AND RESPONSIBILITIES include but are not limited to:
Perform other duties as assigned.
Minimum Qualifications:
MINIMUM QUALIFICATIONS:
Proficiency in computer applications including Microsoft Office and Adobe Acrobat, multi-line telephones and attention to detail is required.
High School diploma or GED required.
PREFERRED QUALIFICATIONS:
Preferred knowledge of Everything Help Desk software, Banner, and Workday.
Associate’s degree or two years’ experience in customer service is preferred.
