Technology Support Specialist

Description

The role of a Technology Support Specialist II within our organization is to serve as one of the first points of contact for customers seeking technical assistance over the phone, email, or in-person. This position will work with students and employees at a college troubleshooting level two tasks (e.g., installation, testing, and technical tasks in support of the College's hardware, software, and fleet printing systems) and will support the maintenance of the College’s technical equipment.

Essential Responsibilities:

Provide level two technical support and diagnosis of operating systems and applications to users of the College's computers (PC & Mac devices) to include tasks such as new machine setup, email configurations, office applications, web browsers, network, fleet printing, and other support needs.

Assists in performing diagnostics and preventative maintenance to ensure that computer desktop systems are operational.

Assists with the project management aspects of upgrading the College's computer fleet to include recording all serial numbers, developing a deployment schedule, and physically deploying the devices across campus.

Follows the inventory management protocols and ensures the secure storage of IT assets.

Assist with troubleshooting and maintaining Extron systems and configurations.

Providing recommendations for improvements to operational efficiency that will result in better service.

Participate in ongoing support of classroom systems, events, and A/V needs.

Regularly engages in learning new methods of providing technical support.

Continually maintains skills and knowledge relative to the position and technology industry, including best practices, evolving operational requirements, and industry trends.

Serve as team member and contributor for major IT initiatives and projects.

Responsible for ensuring that assigned tasks are completed in compliance with various institutional and regulatory requirements.

Contribute to the IT Services Knowledge Base and update SOPs and resources as needed.

Demonstrate high standards of integrity by supporting the Keuka College mission, vision, and values and adhering to institutional policies.

Maintain a high regard for student privacy in accordance with the FERPA privacy policies and procedures.

Able to confront unfamiliar problems and enact an analytical mindset to solve problems.

Ability to work together with users of a less technical level and explain the workings of a system in simple terms.

Update and resolve tickets in a timely manner in alignment with department SLAs and direct unresolved issues to the next level of support personnel.

Maintain a professional and courteous attitude at all times towards co-workers, internal and external customers, representing Keuka College, its programs, policies, and procedures in a positive and professional manner. Maintain effective working relationships to ensure institution-wide teamwork.

Attend provided/necessary training and other meetings to support effectiveness within the position as required.

Regular and reliable attendance is expected and required.

Perform other functions as assigned by management.

Skills

Desktop, Windows 10, Customer service, Microsoft windows, Technical support, Hardware installation, It support, Hardware/software, Support, Troubleshooting, Active directory, Desktop pc support

Top Skills Details

Desktop,Windows 10,Customer service,Microsoft windows,Technical support,Hardware installation,It support,Hardware/software

Additional Skills & Qualifications

Excellent verbal and written skills. Customer service is key. This person will be working with all levels of the college: students, faculty, staff, even leadership.

Experience Level

Entry Level