Technical Support Specialist

At our partner institution at Tiffin University, the Technical Support Specialist is responsible for the day-to-day operation of the organization’s computer desktop, laptops, printers, and other network peripherals. The Technical Support Specialist is also responsible for providing support services to all users to gain full benefit from the organization’s investment in information technology and services. Support services include Help Desk, Training, Desktop Applications Software support, Desktop Operating System Support, and equipment and software inventory management.

Hours of operation are Monday - Friday, 8:00 am - 5:00 pm. Hours may vary.

Responsibilities

• Provide strong desktop technical service with a customer service orientation
• Receive, process and respond to Help Desk tickets received from web submissions and direct telephone calls
• Effectively troubleshoot and solve desktop hardware and software issues
• Support Help Desk, Desktop Technology, and Lab/Classroom Technology functional areas
• Follow best practices to ensure end user data is protected and recoverable
• When necessary, work in concert with software and hardware vendors for problem resolution
• Thoroughly understand multiple versions of the Windows desktop operating system as well as patch and imaging technologies
• Add and remove computers to and from a network domain
• Help customers use both hardware and software products effectively
• Assist with rollout of new PCs, laptops, printers, etc. in accordance with applicable replacement schedules and associated licensing
• Complete, maintain, and process pertinent paperwork, records and documentation

• Associate’s degree in computer science, Information Technologies or related field, or an equivalent combination of experience, education, and training
• Prior experience in Customer Support Services
• Display strong end user orientation, and support customer service skills
• Experience with Help Desk ticketing systems and customer service workflow
• Strong understanding of technical troubleshooting methodology
• Demonstrate excellence in teamwork, as well as excellent oral, written and interpersonal communication skills
• Ability to work a flexible schedule as needed
• Orientation to detail and thorough documentation
• Ability to work with a range of technical staff to develop joint solutions
• May need to be able to lift 50 lbs. as needed to move equipment
• Willing to use a ladder or crawl under desks and tight spaces for troubleshooting equipment, cabling, projectors, etc.
• Must be able to sit for long periods at a time and stand for long periods at a time
• Experience with classroom A/V technology a plus

Dynamic Campus Core Values

• Be a Servant Leader
• Be a Team Player
• Be Accountable
• Act with the highest integrity
• Provide excellent customer service
• Find solutions not problems