"Technical Support Specialist I"

Job Summary

The Technical Support Specialist I manages first level software/hardware technical support requests via phone, e-mail, and web page forms.

Responsibilities will include overseeing the effective and timely response to all requests maintained within the university service requests application within established Service Level Agreement (SLAs). Problem resolution may involve the use of diagnostic and help request tracking tools, as well as require that the individual give hands-on help.

Additional responsibilities will include working with the Supervisor of Technical Support to improve service response times, deliverables and identify prospective technology training for the WesternU community.

Knowledge, Skills and Abilities

Individuals must possess the knowledge, skills and abilities or be able to explain and demonstrate that the individual can perform the essential functions of the job, with or without reasonable accommodation, using some other combination of skills and abilities.

1. Experience with Microsoft and Apple operating systems, Microsoft Office products and other various software programs.
2. A fundamental understanding of network technology in the context of TCP/IP switched networks.
3. Good working knowledge of computer hardware. Must have the ability to diagnose, troubleshoot and repair hardware related issues.
4. Skill in using various hand tools and proficient in the use of the internet.
5. Good verbal and written communication skills. Must be able to effectively interact with administration, faculty, staff, students, and outside contacts.
6. Ability to provide both in-person or computer-based technology support assistance using remote tools and diagnostic utilities to aid in troubleshooting.
7. Regular attendance, reliability and punctuality.
8. Great time management and organizational skills.

Required Qualifications

Education: Any combination, training or experience equivalent to an Associate of Arts degree in a Science subject or closely related field that provides the required knowledge, skills and abilities. 2. Experience: 1-2 years experience in computer repair and/or customer support.

Preferred Qualifications

Bachelor’s degree in CS/IS or similar discipline. Two years’ technical support and customer service or related experience.

CompTIA A+ and/or CompTIA Network+ certifications.

Essential Job Duties

To apply, visit https://jobs.westernu.edu/postings/32946