"Technical Support Specialist I/II"

Technical Support Specialist I/II

Company: Salve Regina University

Job Location:

Category: IT Support and Training

Type: Full-Time

Company Description:

Salve Regina University, ranked as one of the most transformative colleges in the United States by Money Magazine, is a comprehensive Catholic University located in the scenic coastal community of Newport, Rhode Island. The University's commitment to academic success and personal discovery extends beyond its historic campus into a dynamic world where the application of higher thinking and skill are most valued. Salve Regina offers bachelor's and master's degree programs, graduate certificates, and doctoral programs in humanities, international relations and nursing. Enrollment includes more than 2,600 undergraduate and graduate students from across the U.S. and around the world.

Job Description:

Technical Support Specialist I Job Description:

BASIC FUNCTION:

• The Technical Support Specialist I reports to the Director Technology Services Center (TSC) and provides frontline technical support to faculty, staff, and students. This role focuses on resolving common technology issues, supporting endpoint devices and campus technology, and delivering a positive customer experience.
• The Specialist works collaboratively with members of the Office of Information Technology to troubleshoot and resolve technical problems, install and configure computers and peripherals for users, classrooms, labs, and other campus spaces, and maintain accurate updates within the ticketing system.
• This position emphasizes strong customer service, dependable technical support, and the ability to follow established procedures while continuing to build technical expertise within the University's technology environment.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Provide frontline technical support for faculty, staff, and students by diagnosing and resolving hardware, software, and peripheral issues.
• Install, configure, and deploy computers, printers, and other endpoint technologies for offices, classrooms, labs, and other campus locations.
• Create, update, and resolve service requests in the department's ticketing system, maintaining accurate status updates and escalating issues when appropriate.
• Assist student employees working in the Technology Services Center by providing guidance on troubleshooting approaches, service desk procedures, and customer service practices.
• Contribute to the Technology Services Center knowledge base by documenting solutions and updating support documentation.
• Identify recurring technical issues and provide input on improvements to systems, documentation, or support processes.

OTHER DUTIES AND RESPONSIBILITIES:

• Work collaboratively with members of the Office of Information Technology to ensure consistent and effective service delivery.
• Stay informed about changes and developments affecting campus technology and support services.
• Recommend improvements that increase operational efficiency or enhance the support experience.
• Assist with training and onboarding support staff and student employees
• Perform other duties as assigned.

LICENSES, TOOL, AND EQUIPMENT:

• Valid driver's license required.

ENVIRONMENTAL CONDITIONS:

The incumbent is not subject to adverse environmental conditions.

Requirements:

Technical Support Specialist I Qualifications:

MINIMUM REQUIRED QUALIFICATIONS:

• Associate's degree in Computer Science, Information Technology, or related field, or equivalent technical experience.
• Minimum of one year of experience in a technical support or customer service role.
• Working knowledge of Windows and macOS operating systems.
• Familiarity with PC and Mac hardware, printers, and peripheral devices.

REQUIRED SKILLS AND ABILITIES:

• Strong analytical and problem-solving skills
• Detail oriented with strong organizational skills
• Excellent oral and written communication skills at both technical and non-technical levels.
• Ability to provide exemplary service to and proactively seek opportunities for service improvement
• Ability to maintain a positive attitude towards providing customer service and building relationships with users
• Ability to organize and prioritize multiple tasks with the ability to follow each to resolution
• Ability to work effectively as a team member or independently as appropriate
• Ability to collaborate with faculty, staff and other Information Technology personnel
• Ability to provide reliable and dependable service during critical times of the University calendar

PREFERRED QUALIFICATIONS

• Bachelors degree in Computer Science, Business or related field or working knowledge in a technical support or customer service position are required.
• CompTIA IT Fundamentals (ITF+) or CompTIA A+, or similar entry-level certifications
• Familiarity with endpoint management tools such as Jamf or Microsoft Deployment technologies
• Experience supporting audiovisual systems or classroom technologies

PLEASE NOTE: Candidate may be considered for Technical Support Specialist II position if they meet certain required and preferred qualifications. Please click HERE to review the Technical Support Specialist II Job Description

Technical Support Specialist II Qualifications:

MINIMUM REQUIRED QUALIFICATIONS:

• Bachelor's degree in Computer Science, Information Technology, or related field, or equivalent professional experience.
• Minimum of three years of experience in a technical support or IT service environment.
• Demonstrated ability to independently troubleshoot and resolve complex technical issues.
• Experience supporting Windows and macOS operating systems, PC and Mac hardware, printers, and peripherals.

REQUIRED SKILLS AND ABILITIES:

• Strong analytical and problem-solving skills
• Detail oriented with strong organizational skills
• Excellent oral and written communication skills at both technical and non-technical levels.
• Ability to provide exemplary service to our end-users and proactively seek opportunities for service improvement
• Ability to maintain a positive attitude towards providing customer service and building relationships with users
• Ability to organize and prioritize multiple tasks with the ability to follow each to resolution
• Ability to work effectively as a team member or independently as appropriate
• Ability to collaborate with faculty, staff and other Information Technology personnel
• Ability to provide reliable and dependable service during critical times of the University calendar

PREFERRED QUALIFICATIONS:

• More than three years of experience working in a technical support position in a higher education environment
• CompTIA A+, Network+, or other relevant technical certifications
• Vendor certifications related to operating systems or endpoint management platforms (e.g., Jamf, Microsoft, Apple support certifications).
• Experience supporting endpoint management platforms such as Jamf Pro or Microsoft deployment tools.
• Experience supporting audiovisual systems or classroom technologies

Additional Information:

Salve Regina University offers generous benefits to eligible employees including (waiting periods apply):

health, dental and vision coverage available on the first of the month following date of hire
403(b) retirement plan through TIAA with employee and employer contributions as well as access to advising services
long-term disability coverage
employer-paid life and AD&D insurance
up to 100% free tuition at Salve for eligible employees and qualified dependents
robust wellness program and free access to the on-campus Fitness Center

Other available benefits include:

supplemental life insurance for employees and dependents
supplemental insurance coverage through Aflac
Tuition Exchange scholarship program. Application available for qualified dependents of eligible employees working full-time
discounted pet insurance through ASPCA
student loan forgiveness assistance program (SAVI)
employee Assistance Program through Health Advocate
flexible spending health and dependent care accounts
health savings accounts
529 collegebound saver program
paid parental leave and adoption assistance

For more detailed information on Salve's benefits, visit https://salve.edu/human-resources/benefits.

Salve Regina University strives to cultivate belonging values through diversity, equity inclusion in order to foster a welcoming culture for our staff, faculty and students, as well as the wider community. Salve Regina University embraces all people with grace. No matter the path traveled to get here, the University acknowledges that many identities will intersect. Salve Regina belongs to all in its community.

Application Instructions:

Applicants must apply online for any open staff and faculty positions by providing a cover-letter and resume. Pre-employment background checks and reference checks are required of successful candidates. Salve Regina University participates in E-verify.

Please provide three professional references (1 current/former supervisor, 2 colleagues). If you are selected as one of our finalists applicants for the position, we will request the referee's you listed in your application to complete a reference screening form. By adding your referee's contact information below, you consent to allow Salve Regina University to contact your referee's for written references.