Asst Tech Support Specialist

About the role

Under supervision the Assistant Technology Support Specialist provides high-quality customer service and computer-related technical support as the initial point of contact for support related inquiries from the Temple community including but not limited to students, faculty, staff, parents and guests.

Responsibilities

• Utilize excellent customer service and technical skills while collecting essential information and troubleshooting reported issues by phone, in person or electronically.
• Document interactions in detailed support tickets as assigned.
• Perform administrative duties including greeting and checking in walk-in clients and assisting with Owlcard Services at the Technology Support Center.
• Ensure that calls/requests for assistance received through assigned call center queues are answered and documented.
• Collect and document caller inquiries and route to appropriate support queues as assigned.
• As needed, review documentation for correctness prior to release to supported university constituents or actively participate in the testing and evaluation of applications for upcoming new platforms as assigned.
• Perform other duties as assigned.

Requirements

• Associate's degree.
• At least one year of directly related technical experience.
• Experience with technical troubleshooting, customer service, and/or POS ticket management systems.
• An equivalent combination of education and experience may be considered.

Skills

• Knowledge of PC and MAC configuration, troubleshooting and software installation.
• Working knowledge of Microsoft Office Suite, including Word, Excel, PowerPoint, Outlook, Teams, and basic related hardware.
• Familiarity with mobile operating systems.
• Outstanding customer service, in-person and telephone skills, along with the ability to interact with a diverse group of students, faculty, and staff.
• Ability to interact with others through both oral and written communications.
• Excellent analytical skills along with demonstrated keyboarding and writing skills.
• Ability to utilize a digital camera and printing hardware upon appropriate training.
• Working knowledge of use of computers and basic related hardware.
• Ability to work evenings and/or weekends as needed.

Benefits

• Full medical, dental, vision coverage.
• Paid time off.
• 12 Paid Holidays.
• Tuition remission - eligible employees and their dependents can obtain a degree TUITION FREE.
• A generous retirement plan and so much more!

Pay

Salary Range: $35,600 - $50,000. A variety of important factors are reviewed by HR when considering salary, including job duties, the applicant's education and experience, all relevant internal equity considerations, department budget, and funding source.

Schedule

This position is primarily a five-day position during the Fall and Spring semesters, typically covering Mondays through Fridays 8 a.m. - 5 p.m. During high-volume periods, summer sessions, and intersessions, hours/days may vary; flexibility is required.