Technical Support Representative 1

About the role

This position assists faculty and staff with technical issues or questions relating to computer hardware or software devices.

Responsibilities

• Taking phone calls from faculty and staff or communicating with them through applicable messaging platforms through the University
• Helping end users diagnose and resolve technical issues over the phone, email, teams, and Bomgar remote
• Installing hardware or software on their computers
• Deploying and configuring laptops, PCs, and printers
• Troubleshooting classroom technology
• Audio/Visual support for events & meetings
• Handling faculty and staff IT technical support cases through the help-desk database by in-person, remote, phone, teams, or email
• Escalate tickets in system involving accounts, network infrastructure, server-side systems, or enterprise applications to appropriate system admins, network and programming teams
• Updating the University’s help desk database with tech tips and brief documents
• Evaluating system potential through assessing compatibility of new programs with existing programs
• Installing software on Windows and Mac OS throughout campus
• Deploying and configuring new Windows or Mac devices for faculty and staff
• Improving existing programs by evaluating objectives and specifications, reviewing proposed changes and making recommendations
• Maintaining system functionality by testing computer components
• Working with Manufacturer client support for warranty repairs
• Maintaining end user confidence by keeping their information confidential
• Preparing reference material for faculty and staff by creating operation instructions
• Network design and implementation when required
• Providing on-site IT support for high-level University Zoom & Teams meetings; classroom technology, cell phone configuration, and audio visual event and meeting support

Requirements

• High school diploma required and vocational training program completion as a computer/network administrator
• Associate’s Degree in computer science or networking. Technical support is preferred
• Ability to effectively interact with all internal and external stakeholders and exhibit excellent customer service skills in each interaction
• Expert knowledge of Audio/video systems & equipment, example Microphones, sound systems, projectors, displays required
• Ability to work independently and off-hours when required to do so

Qualifications

• High school diploma required
• Vocational training program completion as a computer/network administrator
• Associate’s Degree in computer science or networking. Technical support is preferred
• Ability to effectively interact with all internal and external stakeholders and exhibit excellent customer service skills in each interaction
• Expert knowledge of Audio/video systems & equipment, example Microphones, sound systems, projectors, displays required
• Ability to work independently and off-hours when required to do so