Technical Support Specialist
Technical Support Specialist Consultant | Lourdes University | Sylvania, OH At our partner institution at Lourdes UniversityThe Technical Support Specialist is responsible for the daytoday operations of computer desktop, laptops, printers and other network peripherals. The Technical Support Specialist is also responsible for providing support services to all users to gain full benefit from the investment in information technology and services. Support services include Help Desk, Training, Desktop Applications Software support, Desktop Operating System Support, mobile application support, and equipment and software inventory management.Hours of operation are Monday – Friday, 9:00 am – 6:00 pm. Hours may vary. Employment Type:Contract (month-to-month)This position is located on-site at Lourdes University. Responsibilities: Provide strong desktop technical service with a customer service orientationReceive, process and respond to Help Desk tickets received from email, web submissions, and direct telephone callsEffectively troubleshoot and solve desktop hardware and software issuesSupport Help Desk, Desktop Technology, and Lab/Classroom Technology functional areasFollow best practices to ensure end user data is protected and recoverableWhen necessary, work in concert with software and hardware vendors for problem resolutionAdd and remove computers to and from a network domainHelp customers use both hardware and software products effectivelyProvide desktop and audio-visual technical support with strong customer service skillsThoroughly understand multiple versions of the Windows desktop operating system, MAC OS, and patch and imaging technologiesAssist with image maintenance and deployment as well as inventoryIn collaboration with the infrastructure team, troubleshoot and resolve basic network and Wi-Fi Issues.Complete, maintain, and process pertinent paperwork, records, and documentationMaintains historical records by documenting hardware and software changes and revisions.Maintains client confidence and protects operations by keeping information confidential.Provide orientation overviews related to IT services or software/hardwareAssist with rollout of new PCs, laptops, media, network equipment, etc., in accordance with applicable replacement schedules and associated licensingMay need to be available on weekends due to campus eventsOther duties as assignedRequirements: Associates degree in Computer Science, Information Technologies or related field, or an equivalent combination of experience, education, and trainingPrior experience in Customer Support ServicesDisplay strong end user orientation and support customer service skillsExperience with Help Desk ticketing systems and customer service workflowExperience with both Windows and iOS systems, including iPads/iPhonesStrong understanding of technical troubleshooting methodologyDemonstrate excellence in teamwork, as well as excellent oral, written and interpersonal communication skills Ability to work a flexible schedule as neededOrientation to detail and thorough documentationAbility to work with a range of technical staff to develop joint solutionsMust be able to lift 50 lbs. as needed to move equipment across the campus environment.Must be able to sit and stand for long periods.Must be able to crawl under desk for any technological needAdherence to Dynamic Campus Core ValuesDynamic Campus Core Values: BE A:Servant LeaderTeam PlayerAccountableAct with the highest integrityProvide excellent customer serviceFind solutions, not problems