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Technical Support Specialist I

Employer
Saint Leo University
Location
University Campus

Job Details

Job location: University Campus


Employment Type: Full-time
Posted data: 2021-06-11
Req: R4713
Job Description Summary

The Department of Information Technology (DoIT) provides a central source of support for all Saint Leo University customers. (DoIT) is staffed by Technical Support Specialist I personnel who provide the first line technical assistance to our customers. The Technical Support Specialist I requires a strong knowledge of incident and request management, software installation, remote and desk-side support, and processes related to intake, escalation, documentation, root cause, and closure of incidents/requests. Technical Support Specialist, I will be responsible for responding to, documenting and resolving service tickets in a timely manner according to our Service Level Agreements (SLA).


The Technical Support Specialist I must have excellent problem-solving skills in order to diagnose, evaluate and resolve complex problems and situations, or when appropriate, escalate or route them to appropriate IT staff members.
The Technical Support Specialist I will also perform root cause analysis, develop checklists for typical problems, and recommend procedures and controls for problem prevention. This position will support multiple platforms including desktops, laptops, mobile devices, classroom technology, and videoconferencing equipment.

Job Description

Duties and Tasks:

  • Provide exceptional customer service in person, via phone, and email as appropriate
  • Resolve help desk issues including troubleshooting hardware and software issues
  • Responsible for receiving and creating Help Desk incidents/requests.
  • Manage ticket queues and escalate incidents/requests to appropriate technical teams.
  • Support university students, staff, and faculty accessing university online classrooms, email, and University portal.
  • Provide first level support to university faculty, staff, and students for Windows and Mac OS environments.
  • Installs and maintains PC and printer hardware and software, performs routine maintenance, and applies vendor updates to the software.
  • Provides support to remote locations and escalates as necessary to the appropriate departments, technical resources, and/or vendors.
  • Setting and troubleshooting of classrooms and meeting rooms including projectors, TVs, teaching podiums, and videoconferencing tools programs such as Zoom
  • Provide Level 1 phone support and knowledge when to escalate calls in a timely manner.

REQUIRED KNOWLEDGE, SKILLS, AND ABILITIES:

  • High school diploma or equivalent; AA/AS degree in a technical discipline a plus.
  • One to three years of hands-on experience working in an end-user desktop support role or computer operations environment.
  • Microsoft Office 2007 to 2016
  • Vista, XP, Windows 7, Windows 8, Windows 10
  • Windows Server 2003 and 2008 and 2012
  • Remote Desktop support and Mobile devices
  • Active Directory and Exchange
  • IT Fundamentals or greater vendor-specific certification a plus.
  • Polycom bridge setup experience a plus
  • CRESTRON system knowledge a plus.
  • Advanced printer / peripheral device troubleshooting
  • TCP/IP, DNS, and DHCP

Skills:

  • Excellent communication and customer service.
  • Enterprise Client/server support experience.
  • Installation and maintenance of MAC/PC Operating systems and software applications, e.g. Windows 7. 8.x, 10 Microsoft O365, MAC OS 10.x, Adobe Creative Cloud,
  • Physical layer troubleshooting of WLAN(802.11x)/LAN, DNS, switches, gateways, TCP/IP v4 & 6.
  • General distributed hardware support of peripherals: printers, scanners, webcams, etc.

Abilities:

  • Multitasking in a dynamic fast-paced high-stress environment.
  • Adaptation to new and emerging technologies.

ENVIRONMENT:

The work environment characteristics described here are a representation of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions. The term “qualified individual with a disability” means an individual with a disability who, with or without reasonable accommodation, can perform the essential functions of this position.

While performing the duties of this job, the employee is regularly required to communicate professionally in person, over the telephone, through email and other electronic means, move about the office and University, handle various types of media and equipment, and visually or otherwise identify, observe and assess. The employee is occasionally required to lift up to 20 pounds unless otherwise specified in the job description.

NOTICE:

The intent of this job description is to provide a representation of the types of duties and responsibilities that will be required of positions given this title and shall not be construed as a declaration of the total specific duties and responsibilities of any particular position. Employees may be directed to perform job-related tasks other than those specifically presented in this description. Saint Leo University is an Equal Opportunity Employer and embraces diversity as a critical step in ensuring employee, student, and graduate success.

Why Work at Saint Leo?

What it’s Like to Work Here: Ask our employees and the one word they’d use to describe working at Saint Leo University is “Community.” Our team members all share the Saint Leo core values, positive attitudes, and problem-solving abilities, enabling them to provide excellent student centered service. Our mission is educating and preparing students for life and leadership in a challenging world. Thank you for your interest in joining the Saint Leo PRIDE!

We are committed to providing our employees with the support they need. At Saint Leo, we offer an array of medical, dental, and vision packages as well as several add-on perks to make your benefits package truly customizable to you and your family needs. Available benefits based on employment status (Full Time vs Part Time).

  • Inclusive Group Health Plan (Medical, Dental, Vision)
  • Group Health Plan features include Teledoc, Surgery Plus!, Wellness Incentive Program, Nationwide Pet Insurance, just to name a few!
  • Health Reimbursement Account (University Paid!) and Flexible Spending Accounts (healthcare and dependent options)
  • Tuition Remission (Employee, Spouse, and Dependents)*
  • Tuition Exchange opportunity for dependent of employees*
  • Paid Personal Leave (Sick, Vacation, Holidays)
  • 403b - Annual match 3%-9% of pay based on employee’s contribution. University match and fully vested within one month of hire date.
  • Basic Life and AD&D Insurance valued at 30k (University Paid!)
  • Income Protection Benefits after one year
  • Additional options for supplemental insurance

*Eligibility based on meeting required service period

Organization

The opportunities at Saint Leo University are as diverse as our student population. As Florida’s first Catholic institution of higher learning, we offer more than 40 academic programs that meet the educational, spiritual, and professional goals of nearly 16,000 traditional-age and adult students. 

Nearly 2,000 students live and study at our University Campus in Saint Leo, FL, nestled in the rolling hills of West Central Florida, just 30 minutes north of Tampa.  Our students receive personalized attention in classes that tend to be small—14 students on average. They can choose from more than 40 undergraduate majors and specializations. Saint Leo University also offers graduate degrees in business administration, accounting, educationcriminal justice, instructional design, social work, theology, as well as the education specialist degree.  Certain graduate degrees may be earned online. 

Undergraduate students who work full-time or have personal responsibilities that prevent them from attending weekday classes can attend classes evenings and weekends through our convenient Adult Education Center at University Campus.

Another 14,000 students pursue degrees at our 50 education centers, offices, and teaching locations in seven states and through the Center for Online Learning.  

Throughout our history, Saint Leo has provided a solid liberal arts education grounded and based on the 1,500-year-old tradition of Benedictine values and welcoming people of all faiths. The university offers the latest state-of-the art technology to not only prepare students for careers as teachers and leaders, but also to bridge faculty and students from multiple locations for an enriched educational experience.  The university is also a leading provider of  higher education to our nation’s military.  By reaching out to students both near and far, Saint Leo lives up to its mission and its vision to be “a leading Catholic teaching university of international consequence for the twenty-first century."

The university offers a generous benefits package including health, dental, and vision, as well as tuition remission.  The university also offers a comprehensive mentorship program in which each new faculty member is paired with an experienced faculty member from a different school.  The program includes personal, professional, and social components including frequent one-on-one meetings, mutual classroom observation, and social events.

In 2012, Saint Leo University received three workplace awards: Top 75 Places to Work in Tampa Bay 2012 by Tampa Bay Times; the 2012 Psychologically Healthy Workplace Award by the Florida Psychological Association; and the2012 Education Nonprofit of the Year by Tampa Bay Business Journal.

View “Over a Century of Excellence,” to learn more about Saint Leo University.

Saint Leo University is accredited by the Commission on Colleges of the Southern Association of Colleges and Schools to award the associate, bachelor’s, master’s, and specialist degrees. Contact the Commission on Colleges at 1866 Southern Lane, Decatur, Georgia 30033-4097 or call (404) 679-4500 for questions about the accreditation of Saint Leo University.

Saint Leo University’s School of Business received initial accreditation by the International Assembly for Collegiate Business Education (IACBE) in September 1999. Saint Leo University’s degree program in social work is accredited by the Commission on Accreditation of the Council on Social Work Education (BSW level). Saint Leo’s undergraduate Sport Business program and MBA Sport Business Concentration are accredited by the Commission on Sport Management Accreditation (COSMA). Saint Leo University has Teacher Education Programs approval by the State of Florida Department of Education.

Saint Leo University is committed to policies that ensure that there is no discrimination on the basis of age, gender, race, color, creed, religion, national origin, or disability. Saint Leo University complies with the Family Educational Rights and Privacy Act of 1974 (as amended). The University is an Affirmative Action Equal Opportunity employer.

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