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IT Support Specialist I

The IT Support Specialist I provides a broad range of general technical support services to students, faculty, and administrative staff across the University, and also provides deep expertise in specific skills. Examples of these skills include hardware configuration and repair, network, telephony, learning management system (LMS), student information system (SIS), CRM, business intelligence, document management, etc.

The IT Support Specialist I is a Tier 1 support resource.

The IT Support Specialist I tracks changes and enhancements in technologies, hardware, software, and applications.  The IT Support Specialist I is the first line of defense in keeping up with technological changes.

This role reports to an IT Support Services Team Leader or an IT Support Services Manager.  The location of the role may be at a specific campus, in a centralized location, or remote.  Travel to campuses may be required.

Responsibilities

  • Monitors the ticketing system extracting prioritized tickets and takes appropriate action to resolve client issues.
  • Provide technical guidance, advice, and training to system users.
  • Provide training in their area of expertise to IT Service Desk Analyst Is.
  • Build and maintain positive, constructive partnering relationships with the campus community.
  • Perform IT production support for assigned area(s) according to documented processes.
  • Perform deskside support for end-users and provide local “remote hands” when required by system administrators or engineers.
  • Interact with students, faculty, and administrative staff supporting all aspects of infrastructure and classroom/meeting room technology in their environment.
  • Install, maintain, and upgrade workstation and peripheral hardware and software.
  • Coordinate computer support activities with multiple user departments and internal teams, as well as third party vendors.
  • Manage and coordinate managed service and solution providers for the successful delivery of technology services in support of our operating business needs.
  • Log all customer interactions, filling out detailed information in tickets and document resolutions.
  • Responsible for the timely and thorough completion of customer help requests by taking ownership and seeing each task through to the customers satisfaction. This may require escalation to one or more senior analysts or specialists
  • Update desktop software/applications. maintain documentation on installed applications.
  • Setup and maintain user accounts within an enterprise environment.

Qualifications

  • Bachelor’s degree in computer science, IT, or information systems, or equivalent experience.
  • At least 5 years’ experience solving problems as a member of a Help/Service Desk team, Deskside support team, or system administration team.
  • Deep understanding of Windows and/or MacOS systems.
  • [[ADD SPECIFIC QUALIFICATIONS FOR THE SPECIALTY BEING HIRED – e.g., CRM Administration]]
  • Strong computing skills.
  • Is a natural problem solver and critical thinker.
  • Fluent in a variety of software, and systems.
  • Comfortable collaborating with others and performing exercises such as onboarding.
  • Demonstrated computer literacy skills.

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