IT Support Specialist I

Overview

Serves as the first line of support for the entire Clarkson University Community. This person is a primary point of contact for inquiries to the University's OIT Helpdesk (walk-up, phone, webform and email). Provides first-tier support for computer technology, telephone and media issues within the Office of Information Technology (OIT) organization. Escalates issues as needed to appropriate OIT personnel, and delegates all other issues to the appropriate department or team.

Responsibilities

• Deliver fast, empathetic, friendly, and effective support to Clarkson students, faculty and staff. First point of contact between the community and OIT, always placing the information technology needs of the individual as first priority.
• Ensures that all issues are logged in OIT's ticketing system
• Escalate/delegate issues to OIT teams or other departments as needed
• Responds promptly to requests made by walk-up, telephone, webform and email
• Primary areas of responsibilities include support for troubleshooting, password changes, printer accounting, quota increases, media needs, telephone services, and computer sales and services.
• Secondary areas of responsibilities include support for troubleshooting, (onboarding) new accounts, account deactivation.
• Triage for computer repair issues
• Provides diagnosis of faculty/staff/student computer issue, creates a trouble ticket, tags the unit with appropriate ticket tracking information, and then sends the unit out to proper repair channels
• Create and maintain tutorial documentation for community
• Engage as a team member to identify opportunities for continuous improvement
• Performs other appropriate functions incidental to the work described herein.

Qualifications

• Education: Minimum Qualifications: High School Diploma or equivalent.
• Preferred Qualifications: Associates Degree in Computer Science or related field.
• Experience: Minimal Experience: 1 year relevant experience
• PREFERRED Experience: 2+ years of relevant experience