The Technical Support Specialist provides front-line technology support for students, faculty, and staff at the university’s Help Desk. Serving as the first point of contact for IT services, this position is responsible for troubleshooting and resolving issues related to hardware, software, classroom technology, networking, and user accounts. The specialist also assists with workstation and lab maintenance, supervises and trains student technicians, and develops training and documentation resources for the campus community. Strong customer service skills, technical knowledge, and the ability to communicate effectively with users of all skill levels are essential to success in this role.
ESSENTIAL DUTIES AND RESPONSIBILITIES include, but are not limited to, the following:
Primary Responsibilities
- Respond to requests via phone, email, ticketing system, and walk-ins, ensuring timely and customer-focused service.
- Diagnose and resolve issues with university-owned hardware, software, user accounts, and basic network access.
- Escalate complex problems to the appropriate IT staff while maintaining communication with the user.
- Install, configure, and maintain university-owned workstations, classroom teacher stations, general access labs, and printers.
- Ensure devices are updated with current software and security patches.
- Manage equipment inventory, recycling, and organization of storage and work areas.
- Create, manage, and support end-user accounts and file storage permissions.
- Assist users with connecting personal devices to the university network and email
- Train and supervise student workers, including onboarding and performance guidance.
- Provide training for new and existing employees, faculty, and students on basic services, technology, and software.
- Create and maintain knowledge base articles, guides, and documentation for IT resources.
- Partner with other IT staff to support campus-wide initiatives.
- Participate in projects and departmental initiatives as assigned.
SUPERVISORY RESPONSIBILITIES: This position does not have supervisory responsibilities in accordance with the organization’s policies and applicable laws but may provide daily direction and assistance to student employees.
QUALIFICATIONS: To perform this job successfully, an individual must be able to succeed in a result-driven professional organization. Maintaining professional performance, demeanor, team-approach and focus on results while working under pressure in a dynamic environment. Customer, budget, quality and delivery conscious mindset. Ability to establish priorities, work independently with minimal supervision and facilitate teamwork. Highly organized, with the ability to plan, execute and multitask to meet deadlines with accuracy and attention to detail.
Minimum Education and/or Experience
Required:
- Associate’s degree in Information Technology or related field, or equivalent technical experience.
- Strong proficiency with Windows and macOS environments, including hardware and software troubleshooting.
- Knowledge of the Microsoft 365 apps, including but not limited to Microsoft Teams, OneDrive, Outlook, Excel, and Word.
- Strong problem-solving, organizational, and multitasking skills.
- Excellent communication and customer service skills, with the ability to explain technical concepts to non-technical users.
Preferred:
- Bachelor’s degree in Information Technology or related field.
- Prior experience in a technical support role.
- Some network experience.
- Familiarity with work order systems.
- Experience training or supervising others.