Technical Support Specialist

• Provides user training and frontline support for; for desktop and laptop users, printer usage, wireless access, eFax, and VOIP services, projection, audio and other multi-media resources available on campus, as needed.
• Respond to user request for service, technical troubleshooting and helps develop solutions.
• Interacts with vendors arranging third-party service, actively participates in the upgrade of existing equipment, and the installation/rollout of new campus technologies.
• Perform minor repairs to equipment and arrange for other servicing needs.
• Records activities, solutions, and responses to request for service in the department service request system.
• Maintain inventory records and documentation for audio-visual, computing devices, and software.
• Follows and adheres to TUC Information Technology policy, procedure, and standards.
• Provide on-site support and monitoring of events, including events scheduled outside of business hours.
• Consult with vendors and perform research regarding the selection and purchase of equipment and installation.
• Assist in determining appropriate software solutions to meet needs adhering to standards.
• Provide training and support to part-time work-study AV/Computer technicians.
• Report system issues to vendors through appropriate vendor channels. Monitor and test resolution of those issues sent to vendors.
• Provides one-on-one end-user training for campus community.
• Assist co-workers in functional areas of expertise.
• Perform other duties/projects as assigned.

• Bachelor’s Degree or a minimum of two (2) years plus hands-on experience installing, maintaining, and supporting a wide spectrum of workstation configurations and peripheral devices.
• Experience working within academic or related service environments.
• Hands-on experience with audio-visual equipment and application services in a networked environment.
• Hands-on experience with Windows and Mac operating systems, XP, 7, 10, iOS.
• Hands-on experience with Microsoft Office, e.g. Word, Excel, Outlook, Power Point.
• Working knowledge of MS Exchange, Active Directory (AD) services and Group Policies.
• Working knowledge of internet technology (LAN, WAN, VPN, VoIP, WiFi).
• Technical proficiency in the areas of Hardware/Software, Network/Remote Access technology.
• Must be able to prioritize all tasks and work in a quick paced work environment.
• Ability to read and interpret a variety of instructions.
• Proven experience in eliciting requirements and testing.
• Demonstrated ability in diagnosing and remedying problems and failures promptly and effectively.
• Industry certifications a plus, MCSE, MCITP, etc.

CORE COMPETENCIES:

• High degree of professionalism and integrity.
• Ability to follow established institutional policies, processes, and procedures.
• Excellent verbal and written communication skills.
• Ability to work as a team member and to work independently as needed.
• Excellent customer service skills.
• Demonstrated success working in multiple tasks environment with shifting priorities.

Computer Skills:

• Must demonstrate computer connectivity troubleshooting abilities.
• Must demonstrate computer hardware and software troubleshooting abilities.
• Must have multiple Browser knowledge, Internet Explorer, Chrome, iOS, and Fire Fox.
• Must demonstrate knowledge of best practices regarding data security and compliance.

Problem Solving Skills:

• Must have the ability to solve problems in which there may be limited information.
• Must have the ability to interpret instructions from different form sources.
• Must demonstrate flexibility, adaptability and creativity.
• Must have vision and superior organizational skills.

Communication Skills:

• Must be able to interface with and effectively present information to managers, faculty, and students.
• Ability to read/understand technical periodicals, professional journals, technical procedures, and governmental regulations (FERPA and HIPPA).
• Must have the ability to write procedures, manuals, and business correspondence.