Information Technology Support Specialist
Position :
The Information Technology Support Specialist provides technical support for the campus
community. This position reports to the Manager of Support Central
Description :
The Information Technology Support Specialist performs analytical, technical, and administrative
work in the planning and installation of new and existing personal devices and workstations;
diagnoses and resolves problems in response to customer reported incidents; confers with end
users to determine types of hardware and software required; installs new hardware and
software and maintains existing components; trains end users in the use of equipment and
software; performs general maintenance tasks; troubleshoots and resolves issues with user
devices and peripheral equipment located throughout the university; prepares progress reports
for all work performed; evaluates products for compatibility, expandability, and ease of use and
support; recommends to management the support or nonsupport of evaluated products.
Primary Responsibilities :
Assist employees and students, either face to face or virtually to help set up systems
and / or resolve issues
Document support requests and resolutions
Prioritize and manage many open cases at one time
Troubleshoot system and network access problems
Diagnose and repair hardware or software faults
Rapidly establish a good working relationship with customers and second level support
groups.
Support the roll-out of new applications and hardware
Train and supervise student support technicians Support Specialists
Additional Qualifications :
Knowledge of Apple and Microsoft client operating systems.
Knowledge of laptop components and ability to remove and install components.
Excellent communication skills.
Ability to evaluate and prioritize requests for assistance and project tasks.
Strong organizational skills and problem-solving acumen
Flexible and adaptable to changing environment
Service-oriented and public-friendly disposition
PREFERRED SKILLS :
A Bachelor’s degree is preferred, or equivalent experience is required.
WORK CONDITIONS :
Office hours may vary depending on events. Typical 8am - 5pm.
Some evening and weekend hours will be required.
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