Technical Support Specialist

Responsibilities

• Provide strong desktop technical service with a customer service orientation
• Receive, process and respond to Help Desk tickets received from web submissions and direct telephone calls
• Effectively troubleshoot and solve desktop hardware and software issues
• Support Help Desk, Desktop Technology, and Lab/Classroom Technology functional areas
• Follow best practices to ensure end user data is protected and recoverable
• When necessary, work in concert with software and hardware vendors for problem resolution
• Thoroughly understand multiple versions of the Windows desktop operating system as well as patch and imaging technologies
• Add and remove computers to and from a network domain
• Help customers use both hardware and software products effectively
• Aid in the rollout of new PCs, laptops, printers, etc. in accordance with applicable replacement schedules and associated licensing

Requirements

• Associate's degree in computer science, Information Technologies or related field, or an equivalent combination of experience, education, and training
• Prior experience in Customer Support Services
• Display strong end user orientation, and support customer service skills
• Experience with Help Desk ticketing systems and customer service workflow
• Strong understanding of technical troubleshooting methodology
• Demonstrate excellence in teamwork, as well as excellent oral, written and interpersonal communication skills
• Ability to work a flexible schedule as needed
• Orientation to detail and thorough documentation
• Ability to work with a range of technical staff to develop joint solutions
• May need to be able to lift 50 lbs. as needed to move equipment
• Willing to use a ladder or crawl under desks and tight spaces for troubleshooting equipment, cabling, projectors, etc.
• Must be able to sit for long periods at a time and or stand for long periods at a time
• Experience with classroom A/V technology a plus