Technical Support Specialist

Schedule Information: The Service Desk is open during semesters, Mon-Thursday 7:30 AM – 10:00 PM, Fridays 7:30 AM to 4:30 PM, Saturdays 7:30 AM - 1:00 PM. Summer hours are Mon-Thursday, 7:30 AM - 8:00 PM, Friday's 7:30 AM - 4:30 PM, no Saturdays.

Different shifts are set up among these hours for each staff member. Occasionally staff will be asked to cover other positions including nights and Saturdays. 

Hours Per Week: 37.5

Benefits: Available Insurance: Health, Dental, Life & Disability; Sick, Vacation & Holiday Pay; Personal Business; Harper Tuition Waivers; and Professional Expense

Work Conditions: Work is primarily indoors. Physical activities include light to medium work of up to 50 lbs. which includes lifting and moving computers, audio visual hardware, peripherals and related furniture or equipment.  Some tasks will require the use of a ladder.

Duties of Position:  

Responsible for providing college-wide training, support and delivery of technological solutions. Responsible for support and implementation of end user technology needs.  Serves as a liaison between the user community and Information Technology, providing outstanding customer service in person, online, or by phone.  As directed, provides supervision and mentoring to employees from various employee groups. Duties Include:

Provides onsite, phone, email, and chat support for end user systems and applications. Provides outstanding customer service and empathy during all customer encounters.

Identifies, diagnoses, repairs, and resolves technical hardware and software issues in a timely manner. 

Utilizes ticketing system to document and prioritize work following Information Technology standard operating procedures.  Logs all related interactions as well as answer, troubleshoot and document support calls and emails.

Completes work on assigned tickets, projects, and tasks, documenting, tracking, and monitoring the problem to ensure a timely resolution.

Stays current with relevant Harper College systems, information, changes and updates.

Contributes to technical support documentation of resolutions, processes, and procedures.  Participates in the development, implementation, and communication of guidelines and procedures for the usage, deployment and management of systems and software supported by Information Technology.  

Interacts with systems administrators, software systems engineering, and applications development to restore service and perform root cause analysis to correct core problem as needed.

Schedules software deployment packages for installation to desktops laptops and computers. 

Facilitates communication between the end-user and Information Technology.

Assists as appropriate with projects involving Information Technology.

Functions as professional and technical mentor to staff whenever necessary.

Provides computer-related training and technical assistance to employees on Harper College technology.

Performs related duties as assigned.

Educational Requirements:  Associate Degree or two (2) years of equivalent experience.  Related certifications a plus including current Microsoft Windows operating system, Microsoft Office Suite, ComTIA A+, Help Desk Institute, ITIL.

Experience Requirements:   

  • Understanding of a wide variety of operating systems. 
  • Understanding of support tools.
  • At least 2 years' experience supporting Windows desktop/laptop PCs.
  • 2+ year Remote Desktop support experience.
  • 2+ years of experience with customer service, providing remote technical support.
  • Ability and willingness to work outside of normal and traditional hours.
  • Ability to handle a wide variety of customer service situations.
  • Able and willing to learn new as well as existing technologies.
  • Able to multi-task.
  • Be a contributing member of a Technical Team.
  • Excellent interpersonal, verbal and written communication skills with ability to handle customer concerns over telephone or through personal contact.
  • Experience working in a team-oriented, collaborative environment.
  • Familiar with a problem management ticket system.
  • Familiarity with Active directory. 
  • Have knowledge of commonly-used concepts, practices, and procedures within the Information Technology field.
  • Knowledge and experience of customer service practices.
  • The ideal candidate is detailed oriented and thorough; must be able to follow-through to the completion of a task.
  • Experience in higher education or a campus environment a plus.
  • Application Review Date:  Applications are accepted until the position is filled though priority will be given to applications received on or before: September 7, 2017

    Required Documents***A resume and cover letter are required to complete the application process***

    * Official transcripts required upon hire 
    * Employment is contingent upon Criminal Background Check.

    * Employment sponsorship is not available.

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