Sr. Technical Support Specialist

Position Title Sr. Technical Support Specialist FLSA Classification EX Reports to Director of Technical Services Salary Range F Weeks Per Year 52 Work Week 40 hours (minimum) Position Summary

Assumes lead responsibility for supporting the technology at the University of Hartford, recommending or performing complex remedial actions to correct problems using remote diagnostic and remediation technology and tools or at the user location. Supports both assigned College(s) as well as Information Technology Services. Performs all duties in full support of the University's mission, understanding that the positive and effective execution of these duties are instrumental to the education of the University's students.

Hiring Range

Job Duties

This job description of the job is for identification and administrative purposes only. It is not intended to be a complete statement of all duties, which may be assigned by the supervisor according to varying needs.

Description of Key Responsibility

Provides consultative support to members of the campus community across multiple aspects of end user technologies; including general business operations, software systems, and technical assistance. Provides Tier 2 and 3 Service Desk support for user services.

Identifies hardware and software needs in collaboration with the end users, making recommendations regarding purchases and upgrades that may be appropriate in an effort to best address business and operational needs as well as support fiscal responsibility and resource conservation. Provides advanced support and addresses technical needs and requirements including hardware, software audio/visual and other media requests.

Description of Key Responsibility

Provides leading support for a focus area within information technology as a subject matter expert. Areas could include, Apple OS X / IOS, Windows PC, or Academic technologies.

The SME would take that expertise to campus to resolve tier 2 and 3 issues within that subject area. As the SME the incumbent would serve as a lead within the ITS user services team for that area assisting in cross training team members.

Description of Key Responsibility

Maintains knowledge base regarding information technology as well as stays abreast of new and emerging trends in information technology. Prepares statistical reports for the collegiate units and ITS in an effort to quantify services provided as well as to assist with future planning and equipment needs.

Description of Key Responsibility

Supports cybersecurity standards and policies including, but not limited to, anti-virus, anti-spam, patching and data security best practices. Responds timely and effectively to security inquiries and escalates issues concerning the operation of university owned assets, high priority or sensitive customer requests.

Description of Key Responsibility

Posting Detail Information

Posting Number PS969P Working Conditions

Normal office situation.

Education

Bachelor's Degree or Two Year equivalent required.

Physical Effort

Typically sitting at a desk or table.

Moderate lifting or carrying 25 - 50 lbs.

Special Skills

The ability to work effectively with diverse groups.

Desired Start Date Position End Date (if temporary) Close Date Open Until Filled No Special Instructions Summary Quick Link for Internal Postings https://hartford.peopleadmin.com/postings/6676