Technical Support Specialist II

Posting Summary

Position Title Technical Support Specialist II FLSA Exempt Department Information Technology Center Job Summary

Xavier University of Louisiana is accepting applications for the position of Technical Support Specialist II. This position reports to the Director Network Enterprise Technical Support for Technology Administration.

Acts as a Senior Technical Support staff member for helpdesk and technical support staff in that this position requires more years of technical support experience. Extensive knowledge of computer hardware and software using several hardware platforms, Unix, Linux, Mac OS, Windows. Extensive knowledge of running diagnostic utilities for break-fix and troubleshooting.

Ability to conduct research quickly on a wide range of computing issues. Ability to present research and ideas in a user-friendly language. Extensive application support experience.

Ability to prioritize and resolve multiple tasks in a high-pressure environment. Keen attention to detail and ability to document problem resolution for follow-up and follow-through. Exceptional written and oral communication skills.

Highly self-motivated and a self-starter. Exceptional customer service and interpersonal communications skills. Prior experience working in a team-oriented, collaborative environment. AA/EOE

Minimum Qualifications

A high school diploma with certifications, Associate Degree, or Bachelor's degree in Computer Science or closely related degree

Minimum 7-12 years' experience in helpdesk and technology support

Technically savvy with a solid understanding of networks and technology

infrastructure

Must have written and interpersonal skills essential when communicating with clients

Preferred Qualifications

CompTIA Security+ or A certification

Experience in a customer focused position involving technical knowledge of a companies' products and services

Time-management skills and the ability to establish reasonable and attainable deadlines for resolution

Comfortable working in and assisting others through company help desk software, such as ServiceNow or Zendesk in addition to other remote access desktop programs

Special Requirements Summary

Performs other related duties and special projects as assigned; some evening, weekend, and holiday hours are required; on call rotation may be required.

Work Hours

24/7 on call

KSA's

Knowledge, Education, Experience, and Proficiencies

A high school diploma with certifications, Associate Degree, or Bachelor's degree in Computer Science or closely related degree

Minimum 7-12 years' experience in helpdesk and technology support

Technically savvy with a solid understanding of networks and technology infrastructure

Must have written and interpersonal skills essential when communicating with clients

Preferred Qualifications

CompTIA Security+ or A certification

Experience in a customer focused position involving technical knowledge of a companies' products and services

Time-management skills and the ability to establish reasonable and attainable deadlines for resolution

Comfortable working in and assisting others through company help desk software, such as ServiceNow or Zendesk in addition to other remote access desktop programs

Essential Duties and Responsibilities

Essential Duties and Responsibilities Description

1.Fields incoming helpdesk requests from end users from both telephone and online work orders in a courteous and timely manner

2.Documents all pertinent end user identification information, including name, department, contact information, and nature of problem or issue

3.Builds rapport and elicit problem details from help desk customers

4.Installs and configures computer systems and applications

5.Responds to customer inquiries and assists in troubleshooting and resolving challenges

6.Works with Network Specialists to resolve network interruption issues when necessary

7.Attends in-person meetings with clients to analyze, troubleshoot and diagnose hardware problems in a timely manner

8.Maintains a working online log detailing all technical issues resolved as well as the date of completion

9.Accesses software updates, drivers, knowledge bases, and frequently asked questions resources on the Internet to aid in problem resolution

10. Performs hands-on fixes at the desktop level, including installing and upgrading software, implementing file backups, and configuring systems and applications

11. Tests fixes to ensure problem has been adequately resolved

12. Performs post-resolution follow-ups to help requests

13. Assists management in creating training materials pertaining to computer troubleshooting and usage

14. Must be receptive to constructive criticism and customer feedback regarding their experience with software or IT services

15. Extensive experience working with different operating systems including Windows and Mac OS

16. Ability to prioritize and manage several projects and milestones efficiently

17. Performs other duties as assigned

Posting Detail Information

Posting Number S123P Number of Vacancies 1 Desired Start Date 07/01/2024 Position End Date (if temporary) Posting Date 06/13/2024 Application Review Date Closing Date Open Until Filled Yes Special Instructions to Applicants

Attach online only your resume, cover letter and contact information for three references.

Quicklink for Posting https://jobs.xula.edu/postings/1261

About Xavier

About Xavier

Founded in 1925 by Saint Katharine Drexel and the Sisters of the Blessed Sacrament, XULA is Catholic and historically Black. Located in New Orleans, the ultimate purpose of the University is to contribute to the promotion of a more just and humane society by preparing its students to assume roles of leadership and service in a global society. This preparation takes place in a diverse learning and teaching environment that incorporates all relevant educational means, including research and community service.