Technical Support Specialist

The Technical Support Specialist will provide frontline technical support, troubleshoot hardware and software issues, assist with technology installations and upgrades, and help ensure the smooth delivery of technology services.

Responsibilities

• Provide frontline technical support and user training for desktop and laptop computers, printers, wireless access, eFax, VoIP, projection, audio, and multimedia equipment.
• Respond to service requests, troubleshoot technical issues, and develop solutions.
• Install, upgrade, and roll out new campus technology and equipment.
• Perform minor equipment repairs and coordinate additional servicing when needed.
• Document service requests, activities, solutions, and responses in the department’s service request system.
• Maintain inventory records and documentation for computers, audio-visual equipment, and software.
• Provide on-site technical support and monitoring for events, including events scheduled outside of regular business hours.
• Work with vendors regarding equipment, software, installations, and technical issues.
• Assist with selecting appropriate software solutions while following established technology standards.
• Provide one-on-one training and technical support to students, faculty, and staff.
• Provide training and support to part-time work-study AV/Computer technicians.
• Assist coworkers in areas of technical expertise.
• Perform other duties and projects as assigned.

• Bachelor’s degree or a minimum of two years of hands-on experience installing, maintaining, and supporting workstation configurations and peripheral devices.
• Experience working in an academic or related service environment.
• Hands-on experience with audio-visual equipment and applications in a networked environment.
• Experience with Windows and Mac operating systems.
• Experience with Microsoft Office, including Word, Excel, Outlook, and PowerPoint.
• Working knowledge of Microsoft Exchange, Active Directory (AD), and Group Policies.
• Working knowledge of LAN, WAN, VPN, VoIP, and Wi-Fi technologies.
• Strong hardware, software, network, and remote-access troubleshooting skills.
• Ability to prioritize multiple tasks and work effectively in a fast-paced environment.
• Experience diagnosing and resolving technical problems promptly and effectively.
• Industry certifications such as MCSE, MCITP, or CompTIA are a plus.

Core Skills

• Professionalism and integrity.
• Excellent verbal and written communication skills.
• Strong customer service skills.
• Ability to work independently and as part of a team.
• Ability to manage multiple tasks while adapting to changing priorities.
• Strong organizational and problem-solving skills.
• Flexibility, adaptability, and creativity.
• Ability to communicate effectively with managers, faculty, and students.
• Knowledge of data security and compliance best practices.
• Ability to write procedures, manuals, and business correspondence.
• Ability to understand technical procedures, professional materials, and applicable regulations.

Computer & Technical Skills

• Computer connectivity troubleshooting.
• Hardware and software troubleshooting.
• Knowledge of multiple web browsers and platforms.
• Understanding of data security and compliance best practices.
• Network and remote-access troubleshooting.