IT Support Specialist

Job Summary

Provides advance support for customers seeking IT solutions.

Responsibilities

* Support operations through fulfilling requests and assigned cases for first tier service (via phone, email, and face to face) and second tier user support for PC hardware/software issues and secondary case management through taking ownership of the case and finding solutions for end users.

* Provide ongoing documentation, assessment and development of Service Desk and Desktop Services infrastructure systems and processes for end users.

* Assist ITS student workers with case resolution through training, mentoring and equipping with the knowledge and skills to find solutions.

* Develop and maintain classroom and lab Windows images and software deployments, and customize per end user needs ensuring the effective functioning of all resources.

* Provide on-call rotation and high priority classroom support for the after-hours calls received at the Help Desk.

Required Skills

* Demonstrated ability to apply analytical and critical thinking skills to resolve issues and identify solutions

* Working knowledge of Windows PC's and Macintosh computers

* Familiarity with mobile operating systems

* Understanding of basic networking

* Experience with Active Directory

* Solid troubleshooting skills

* Outstanding customer service skills

* Strong written and verbal communications skills

* High comfort level working directly with customers

* Experience with ticket/case management systems

* Basic knowledge of remote support tools

Required Experience

2+ years of specific functional experience; Prior experience in IT or call center preferred.

Required Education

Bachelor degree required.

Additional Information

* Must be able to work in a sitting job at a computer for extended periods of time

* Daily activities involve frequent interruptions and re-tasking

* 1 FTE, 12 months per year position.

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