Position Summary
Reporting to the Manager, Desktop Support, the Service Specialist works closely with all members of Desktop Support, and all CUIMCIT clients to provide technical support services to our end users.
The Incumbent will be part of a team that provides onsite and remote first and second level support for users on and off campus for hardware, software, and networking issues and installations.
Responsibilities
- Work independently and with other members of the group on process improvements and day to day management of user issues
- Provide technical support via phone, email, and / or in-person consultations to faculty and staff in both Windows and Apple environments
- Gather, organize and document relevant information directly from customers into trouble ticketing system
- Perform system audits, upgrades, and miscellaneous technical maintenance on faculty, administrative, and room systems
- Assist Desktop Support Tech team to implement, train, and maintain school / building’s technological resources (computers, printers, copiers, mobile devices and telecommunications)
- Provide leadership and direction to student casuals, temporary and part-time employees. Utilize a more sophisticated level of technical competency
- Consistently apply excellent customer-service techniques to all interactions and work (e.g., set expectations appropriately, confirm a problem is resolved correctly and ensure satisfaction)
- Work closely with core resources to ensure all telecommunications / network connections and equipment are operating correctly.
Play an advisory role in specification of audio / visual equipment purchased by each school
- Weekend and off-hour work may be necessary on occasion
- Perform additional duties as assigned and / or requested
Minimum Qualifications
- Bachelor’s degree or equivalent in education and experience plus three years related job experience
- Proven support capabilities with strong knowledge of PC and Apple operating systems, connectivity and email applications, network troubleshooting, web tools and problem-diagnosis skills
- Hands-on proficiency in Windows 10, Mac OS, Active Directory, Exchange, drive encryption products and data backup / retrieval
- Experience troubleshooting hardware and software issues on both Mac and Windows platforms
- Ability to work weekend and off-hour work on occasion
Preferred Qualifications
- Bachelor’s degree in computer science or related field.
- Experience in a client facing IT support environment.
- Experience troubleshooting ID / authentication issues.
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