Senior Technical Support Specialist

About The Unit: Under general direction, the Senior Technical Support Specialist provides advanced technical support to end-users. Works with users to solve more complex problems with available technology including hardware, software, and peripherals. Sets priorities for work to ensure task completion and coordinates work activities. Plays a key role in emergency situations, as necessary. Handles escalations of major or complex problems. Studies and analyzes systems needs, handles troubleshooting, and provides quality assurance review of user systems. Consults, trains, advises, documents, and informs faculty, staff, and students regarding information technology infrastructures, products, and services. Acts as a project manager. Typically performs time estimates and regularly reviews status of projects. May have specialization in particular software that would be utilized in an end user environment. Keeps abreast of technological developments. May support the deployment of new hardware and software, assist in creation of installation procedures and documentation, and provide on-demand training. Assists in and contributes to decisions regarding policies and procedures, research, planning, and developing activities in the functional area.

Unit Job Summary: 50% High touch End-user technology Support: Manages customer relationship with Supported Clients. Fosters collaboration within the Desktop Services Team to determine optimal configurations, discussion efficient applications, sharing support techniques, and ensuring that staff keeps abreast of new technologies. Collaborate with Leasing, Tech Support, and Service Team to discover common challenges in the desktop configurations and shares ideas to provide solutions. Collaborate with Voice Services to keep abreast of latest mobile device technologies and provide solutions. Tracks individual performance using standard support metrics. Manages day-to-day operations and projects for supported clients. Provides advanced technical support to high touch end-users for PC, laptop, mobile device applications, and hardware. Performs analyses and assists in a variety of IT support activities including, but not limited to: providing support to end users in problem resolution; developing troubleshooting scripts for the help desk; providing technical assistance in setup, installation, and configuration of end-user hardware and software in compliance with internal controls, policies, and standards. Performs upgrades to hardware and software. Recommends systems modifications to reduce user problems. Researches and analyzes end-user products and systems available in the marketplace and makes recommendations to management. Customer Service Relations: Ensures service level objectives are consistently met for supported clients. Analyzes the current computing environment and proactively make recommendations to improve the environment. Escalates high profile incidents or problems to Assistant Director, Desktop Services. Follows processes to install and configure appropriate hardware and software on desktops, laptops and printers to consistently deliver successful incident solutions. Works with other areas of IT Services to enhance the efficiency of desktop computing and supporting infrastructure for support clients. Identifies new internal information that should be shared more broadly to and continue to identify good working practices and sources of useful knowledge. 10% Assist with other onsite technology needs: Assist with network related requests and issues for remote office locations. Coordinate video conferencing meeting needs including support for required technology, meeting pre-testing and high profile immediate support response. Assist with other technology needs in the other infrastructure environments. 10% Vendor Management: Participates in discussions with Desktop Services and other IT teams where vendor support is required. Manages vendor relationships and serve as a contact for vendor representatives of hardware, software and operating systems. Maintains industry standards and stay abreast of new software, solutions, releases, and product enhancements. 5% Other duties as assigned or required.

Unit Education: Bachelor's degree or higher in a related technical area or equivalent technical training/experience required. Technical certification in hardware or Windows/Apple operating systems or networking such as A+, N+, MCP (XP, 7, Server) or equivalent experience required. MCESDT Microsoft Enterprise Desktop Support Technician or equivalent experience required. MOS Microsoft Office Specialist or equivalent experience preferred. VCP (VMware) preferred. ITIL Foundations certification preferred.

Unit Experience: Minimum seven years of computer user support experience in resolving issues and providing a high level of service required. Minimum one year of experience providing high touch executive support or professional services support required. Experience using incident tracking software and use of ITIL incident management practices required. Experience with desk-side support within an academic environment preferred.

Unit Job Function Competencies: Expert knowledge of hardware and software installation and troubleshooting in a desktop computing environment required. Knowledge of network connectivity and ability to troubleshoot connectivity problems required. Understanding of PC/Mac software, operating systems and applications, networks, and hardware required. Understanding of Microsoft Office Suite, email clients, and browsers required. Excellent decision making and problem solving skills required. Effective time management skills required. Excellent organizational skills with emphasis on detail and follow-through required. Excellent listening skills with the ability to empathize and focus on client service required. Ability to communicate technical information to a non-technical audience in a clear and coherent manner required. Ability to maintain strictest confidentiality when working with sensitive information required. Ability to demonstrate initiative in the resolution of problems required. Ability to work independently, with minimal supervision. Ability to assess the IT needs on a proactive (vs. reactive) basis and provide recommendations for future technology for the University required. Understanding of Windows best practices around AD and GPO's required. Broad understanding of hardware and software installation and troubleshooting in a desktop computing environment required. Understanding of network connectivity and ability to troubleshoot connectivity problems required. Understanding of PC/Mac software, operating systems and applications, networks, and hardware required. Understanding of Microsoft Office Suite, email clients, and browsers required. Excellent decision making and problem solving skills required. Effective time management skills required. Excellent organizational skills with emphasis on detail and follow-through required. Excellent listening skills with the ability to empathize and focus on client service required. Ability to communicate technical information to a non-technical audience in a clear and coherent manner required. Ability to maintain strictest confidentiality when working with sensitive information required. Ability to demonstrate initiative in the resolution of problems required.