Technical Support Specialist

Job Type

Full-time

Description

This position is considered a second tier position and technology leader within Support Services. In addition to performing day-to-day technical work similar to a Support Services technician, staff in this position troubleshoot and resolve Level II issues. Staff in this position also have the responsibility of specializing in certain Level II activities such as account creation, telephony, customer satisfaction or desktop development and maintenance. Persons in this position may be assigned to assist with some duties of the Support Services Manager as needed.

Duties & Responsibilities:

• Perform specialized duties as mentioned above
• Act as Level II response to university computing problems/needs
• Provide escalated support and advice to computer technicians
• Maintain standards and keep abreast of shifts in technology or trends in individual specialty
• Maintain documentation for individual specialty
• Act as on-call technician on rotating basis
• Other duties as assigned

Requirements

Skills & Experience:

• In addition to strong skill and leadership in assigned specialty, this person needs to be able to analyze and resolve user needs and problems.
• Interpret and apply information from manuals, communicate on technical issues with individuals possessing varying degrees of computer familiarity.
• Should be able to plan, organize and prioritize work.
• Must be proficient in Microsoft products.
• Must have exemplary hardware troubleshooting skills and have strong knowledge in the specialty assigned.