Technical Support Specialist

Description:

Under moderate supervision, provides support of desktop computer systems and other technology-based systems for University staff, faculty and students. Desktop support provides technical support for computer operating systems, software, hardware and networking. This level requires a broad understanding of all standard enterprise office technologies to effectively support customer technical needs. This is a Tier 1 high volume call center position.

Job Description

Primary Duties & Responsibilities:
 

• Desktop support: Provides daily support for the computing desktop; including operating system, software installation and maintenance and hardware. Responds to assigned tickets. Evaluates, prioritizes, resolves problems and requests or escalates to appropriate support areas. Acts as the front-facing support liaison for all desktop-related support issues. Provides support documentation for Tier 1.
• Service desk: Collaborates with higher-level technical areas on planning and issue resolution. Prioritizes workload to appropriately respond to customer needs and demands. Acts as a liaison between customers and senior technical staff.
• Project facilitation: Completes tasks associated with projects or activities that relate to the desktop support environment, such as system upgrades, system integration and system administration.
• Performs other duties as assigned.
   

Working Conditions:

Job Location/Working Conditions
 

• Normal office environment.
• Ability to work on call.
• Ability to travel to on- and off-campus locations.
   

Physical Effort
 

• Typically sitting at a desk or table.
• Repetitive wrist, hand or finger movement (PC typing).