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Customer Support Specialist

Employer
Kutztown University of Pennsylvania
Location
Remote - Office of the Chancellor, PA, PA
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Job Details

Job Summary

The Customer Support Specialist is part of the Office of the Chancellor Technical Services Team, and will report to the Client Support Manager. This position functions primarily as the Tier 1 and Tier 2 point of contact for staff seeking technical assistance for technology issues. Duties are performed with considerable independence and are subject to review by a technical supervisor for quality, operational performance or other IT support services being provided. Additionally, the Customer Support Specialist will work closely within a larger team environment in order to provide superior end user support.

Essential Duties and Responsibilities

Help Desk Services

  • Field incoming support requests via a central help desk phone line and email box.
  • Thoroughly document in the trouble ticketing system all end user issues and follow up in a timely manner.
  • Monitor the trouble ticketing system on an ongoing basis. Quickly resolve those issues that are tier 1 related and escalate and follow up on open tier 2 issues.
  • Provide one-on-one guidance and knowledge transfer to end users related to the various applications in use in the environment.
  • Perform basic network troubleshooting of the corporate network as well as each employee’s home network.
  • Create and maintain documentation as it relates to the support services offered by the Help Desk.
  • Configure workstations for end users utilizing a standard desktop configuration.
  • Provide end user support for onsite printing/copying/multifunction services.
  • Provide end user support for mobile devices.
  • Recommend and coordinate the purchase of software and hardware needed to resolve end user requests.
  • Troubleshoot and resolve access and connectivity issues.
  • Information Technology

  • Assist with the configuration and maintenance of the Help Desk trouble ticketing system as directed by the Microsoft OS Team Lead.
  • Act as primary pc support for the Office of the Chancellor.
  • Ensure the compliance of Office of the Chancellor IT systems and practices in regards to the guidance provided by the CIO.
  • Maintain a high level of knowledge and proficiency related to current as well as emerging information technology equipment and software.
  • Provide input to the team lead concerning the implementation of new information technologies or enhancements to existing systems.
  • Proactively monitor and respond to issues identified in the workstation environment.
  • Research, analyze, report, and make recommendations on the capabilities and limitations of technologies relative to the environment.
  • Maintain the asset inventory database.
  • Instruct users on information security threats and security procedures and the proper usage of information technology resources.
  • Participate in the investigation, analysis, and resolution of end-user security and resource access control problems.
  • Develop original training materials, manuals, bulletins, on-line help, video, and other user aids.
  • Conducts IT training for users and technical staff.
  • Additional Duties

  • Receive and respond during business hours to automated problem notifications related to workstation support.
  • Perform other duties as assigned.
  • Work Environment
  • This position is primarily remote but may require frequent trips to our office in Harrisburg at 2300 Vartan Way.
  • Business casual attire may be required when executive conferences are occurring at Vartan Way.
  • Work hours will vary based on coverage at the various locations. Start/end times may shift up to 2 hours in order to provide sufficient customer support based on absences, work load, etc.
  • Pennsylvania residency required.


  • Minimum Qualifications

    MINIMUM EXPERIENCE AND TRAINING: One year as an Information Technology Trainee or Information Technology Technician;

    or

    One year of information technology experience in applications development or applications maintenance, networking or desktop services, web site development or web site design, or other information technology support/administration services, and an associate's degree in any information technology field;

    or

    Three years of information technology experience in applications development or applications maintenance, networking or desktop services, web site development or web site design, or other information technology support/administration services;

    or

    An equivalent combination of experience and training.

    Required Knowledge, Skills, and Abilities

  • Knowledge of information technology concepts and practices.
  • Knowledge of the component parts of personal computers, peripherals, servers, and their associated functionality.
  • Knowledge of the functions and capabilities of hardware and software.
  • Knowledge of troubleshooting techniques.
  • Knowledge of the use and interpretation of diagnostic utility programs used in troubleshooting problems.
  • Knowledge of networking concepts.
  • Knowledge of application development concepts.
  • Knowledge of database concepts.
  • Knowledge of web development concepts.
  • Knowledge of the principles of information technology project management.
  • Knowledge of information technology security principles.
  • Knowledge of research principles and techniques to identify business requirements and solutions to problems.
  • Knowledge of hardware and software testing methods.
  • Knowledge of the principles and techniques of information technology documentation.
  • Knowledge of information technology systems performance monitoring techniques.
  • Ability to analyze business processes to identify functional requirements.
  • Ability to read and interpret technical materials such as specifications, technical manuals, and other project documentation.
  • Ability to identify correct logic relationships and statements.
  • Ability to analyze information in order to diagnose and troubleshoot technical problems.
  • Ability to communicate effectively orally.
  • Ability to communicate effectively in writing.
  • Ability to establish and maintain effective working relationships.
  • Preferred Qualifications

  • Previous support experience in state government and higher education.
  • Experience with Microsoft software products including: SharePoint, Windows Desktop and Server OS, Microsoft Office suite, and OS deployment tools.
  • Ability to work with personnel at all levels of the organization.
  • Possess a working knowledge on all currently released versions of:
    • Microsoft Active Directory account and group administration
    • Microsoft EntraID
    • Microsoft 365 Apps
    • Microsoft Windows Desktop Operating Systems
    • Microsoft Intune and Windows Autopilot
    • Microsoft Exchange Online
  • Ability to clearly document “how-to” guides, process documents and best practices to share with the end user population.
  • Possess a customer service attitude to meet and exceed customer expectations per service level agreements.
  • Demonstrated proficiency with the latest versions of the Microsoft OS as well as the Microsoft Office Suite in current release.
  • Able to effectively prioritize tasks in a high-pressure environment.
  • Experience working in a team-oriented, collaborative environment.
  • Supplemental Information

    Please note, this position is with the Office of the Chancellor at the PA State System of Higher Ed, not Kutztown University.

    Applications & Resumes will be accepted until position is filled.The anticipated starting salary for this position is $61,903, per the AFSCME CBA. For internal applicants, salary will be calculated in accordance with the AFSCME CBA.

    All applications for this position must be submitted via our online application/resume system ONLY. Please do not fax, mail, or e-mail any documentation.

    Successful interview, reference checks, background clearances (PA Criminal, Child Abuse Clearance & FBI Clearance), and demonstration of ability are requisite qualifications for all positions.

    Citizenship or work authorization to work in the United States required.

    Non-Discrimination StatementThe Pennsylvania State System of Higher Education prohibits any form of discrimination or harassment on the basis of sex, race, color, age, religion, national or ethnic origin, sexual orientation, gender identity or expression, pregnancy, marital or family status, medical condition, genetic information, veteran status, or disability in any decision regarding admissions, employment, or participation in a University program or activity in accordance with the letter and spirit of federal, state, and local non-discrimination and equal opportunity laws, such as Titles VI and VII of the Civil Rights Act of 1964, Title IX of the Education Amendments of 1972, the Age Discrimination in Employment Act, the Americans with Disabilities Act and ADA Amendments Act, the Equal Pay Act, and the Pennsylvania Human Relations Act. For information regarding civil rights or grievance procedures and for inquiries concerning the application of Title IX and its implementing regulation, contact Christa Cobb, State System Title IX Coordinator, 2300 Vartan Way, Suite 207, Harrisburg, PA 17110; Phone: (717)720.4167; Email: CCobb@passhe.edu. Additionally, inquiries concerning Title IX and its implementing regulation can be made to the U.S. Department of Education, Office of Civil Rights, Region III, The Wanamaker Building, 100 Penn Square East - Suite 505, Philadelphia, PA 19107; Phone: (215) 656-6010; Fax: (215) 656-6020.


    Organization

    Working at Kutztown University of Pennsylvania

    Comprising five colleges - Visual and Performing Arts, Business, Education, Liberal Arts and Sciences, and Graduate Studies - Kutztown University offers a diverse range of excellent academic programs to prepare individuals for successful careers.

    Located on 325 acres in Kutztown (population:4,500), the university is 20 miles from both Reading and Allentown, 90 miles from Philadelphia and 100 miles from New York City. LVI International Airport is 25 minutes from campus. The campus is in a beautiful rural Pennsylvania Dutch community, an easy walk from the borough of Kutztown which has ample stores and shops to meet the needs of students.

    Currently, 10,193 students are enrolled at the university from 26 states and 51 nations. About half of the undergraduates live in residence halls; the rest live at home or in nearby apartments. A well-rounded program of athletic, cultural, and social events and activities satisfies nearly every taste.

    We have 330 full-time faculty members and boast a favorable 19:1 student-faculty ratio. Sixty percent of our faculty have doctorates, 39% earned master's degrees and 1% have bachelor's degrees.

    Kutztown University is accredited by Middle States Association of Colleges and Secondary Schools (MSACS); professionally by the National Council of Teacher Education and National League of Nursing.

    Kutztown University of Pennsylvania is a member of the State System of Higher Education. The Board of Governors oversees the State System which includes Pennsylvania's fourteen public universities. The Council of Trustees is the local governing body for Kutztown University. The Officers of Administration for the University are the President and members of the President's Cabinet. 

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