Tech Support Specialist

Req #: laur-00008221

Department: Technology

Organization: Technology

Location: USA - IL - Chicago

Experience Level: All Properties

Description: GENERAL SUMMARY:
For over 75 years, Kendall College has been offering engaging, specialized fields of study with a strong emphasis on immersive learning that is geared towards academic, personal and professional success. Kendall's schools include the award-winning School of Culinary Arts, the innovative School of Business, the well-established School of Education and the internationally acclaimed School of Hospitality Management, an Official Affiliate Institution of Glion Institute of Higher Education. The College is engaged in its strategic planning process and seeks a candidate who is prepared to lead the college in its next phase of development into a globally-focused multidisciplinary institution.
Kendall College is a subsidiary of Laureate Education, Inc., a global network of over 42 institutions of higher learning in 20 countries with more than 100 campuses including on-line. Through this partnership, we are able to offer students unprecedented access to global education, internships, and professional opportunities in Europe, Latin America and Asia.

We are currently seeking a Technical Support Specialist for our campus based in Chicago, Illinois. The Technical Support Specialist provides technical support to the staff, faculty, students, authorized users and Kendall College computer networks, related software, and associated peripherals.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Perform workstation support functions related to the technical support of the authorized users of the network and resources.
  
• Support applications such as, but not limited to, Microsoft Exchange email, Microsoft Office products, Windows operating systems 2003, XP applications, and other in-house applications as required.
  
• Perform routine tasks as they concern the overall operation of the helpdesk and support of employees
  
• Communicate and document issues as they pertain to essential support and service using the Footprints application suite
  
• Monitor all open tickets to seek fast resolutions
  
• Review all open tickets for update and resolution on a daily basis
  
• Document, execute, and resolve the customer's issues based upon current service response and resolution times. (Service Level Agreements
  
• Monitor all pertinent support queues to ensure work is moving in a timely and reasonable pace.
  
• Take appropriate action by notifying responsible parties of any potential bottlenecks, potential service level agreement failures, and breech of Helpdesk service policies and procedures
  
• Accurately escalate tickets by assigning to appropriate groups and following associated protocol.
  
• Resolve all owned calls each quarter during initial contact with customer.
  
• Use all available resources to resolve each reported problem within the current Service Level Agreement
  
• Assists network administrators with low level network issues in a Microsoft Windows Environment
  
• Performs miscellaneous job-related duties as assigned
  
• Backup the Entitlement Specialist and Logistics Coordinator
  
• Create, monitor and delete application user access
  
• Monitor, triage and assign to the appropriate teams all
  
• Frontline "Footprints" help desk ticketing system
  
• Assist with Footprint tickets for the onboarding/transfer/exiting process
  
• Understanding of software, hardware and equipment procurement policies and procedures

Experience:EDUCATION and/or EXPERIENCE:

• Minimum of 1 year professional IT support experience ' new grads welcome with previous internship experience
  
• Strong troubleshooting and problem solving skills
  
• Ability to work in a team environment
  
• Ability to prioritize tasks
  
• Ability to recognize and respond quickly to critical matters
  
• Ability to troubleshoot applications and hardware in a methodical and rational manner
  
• Ability to think logically and abstractly
  
• Beginning/Intermediate understanding and familiarity of
  
• Microsoft operating systems
  
• Beginning/Intermediate understanding and familiarity of the MS Office Suites
  
• Ability to quickly learn new technical concepts, ideas, and theories
  
• Strong communication skills-oral and written
  
• Ability to organize and follow instructions
  
• Bachelor's degree required or Associate's degree plus 2 or more years of professional work experience

This position offers a competitive salary and attractive benefits, including medical, dental and life insurance; 401(k) plan; tuition assistance and much more.

Kendall College and its affiliate institutions are Equal Opportunity Employers. EOE.
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