The Technical Support Specialist reports to the Assistant Director of Technical Services. This individual is responsible for resolving help desk calls from faculty, staff, and students as well as maintaining accurate inventory control and implementing inventory policies and procedures. In addition, this individual will work with other areas of the Office of Information Technology to troubleshoot and resolve technical support issues as they arise.
ESSENTIAL DUTIES AND RESPONSIBILITIES:
The overall responsibilities of this role include desktop and laptop computer troubleshooting, deployment, and repair, printer maintenance and repair, inventory assessments and maintenance, and assistance with management of helpdesk calls.
The job responsibilities will be further constructed into four major categories to insure structured development and evaluation of accomplishments. These four categories and relevant responsibilities are listed below and utilized to build a foundation for future assignments.
Troubleshoot, service, maintain, and repair computers, peripherals, and other electronic equipment for faculty, staff, and students.
Inventory, install and configure personal computer hardware and software, and deploy images onto desktops and laptops.
Diagnose system failures and isolate faulty parts; repair or replace parts as needed.
Continued development of technical skills and certifications for both hardware and software.
Perform installation, configuration, and inventory of new equipment as it arrives and prepare for deployment to our end user community.
Maintain accurate input, tracking, and closing of assigned helpdesk calls within the University ticket tracking system.
Establish and maintain accurate inventory of all hardware, software, and peripheral equipment owned and serviced by the University.
As necessary, assist and support in our University Help Desk service area with signing in laptop computers for repair and filling out service request forms.
Generate monthly service call reports through the University ticket tracking system (Web Help Desk).
Maintain and complete proper warranty repair information for all University owned equipment and document in the University tracking system.
Maintain daily recording and updates of assigned Helpdesk tickets.
Maintain accurate inventory and warranty information for equipment and repairs.
Manage tasks and other project assignments as allocated.
Establish organized work areas and properly maintain equipment.
Keep Assistant Director of Technical Services and other members of the Office of Information Technology informed of issues, concerns, outages, and repairs in a timely manner.
Share information gathered through conference attendance, training, and R&D with the Assistant Director of Technical Services and other IT staff members.
Participate in development of process to distribute relative technical information to the general community. Assist with the validation of all information issued for public release.
Work with all members of the Office of Information Technology to continuously improve communications tools and processes.
Follow up communications with faculty, staff, and students in order to close out service calls and confirm necessary repairs are completed.
OTHER DUTIES AND RESPONSIBILITIES:
Works closely with all Office of Information Technology staff to ensure consistent and effective service.
Keeps abreast of all developments that will affect the function of the help desk and inventory process.
Makes suggestions as to methods of improving productivity and increase efficiencies.
Other duties as assigned.
Bachelor's degree in Business, Information System Science, or related field or equivalent working knowledge and a minimum of two years work experience in a support position are required. Ability to work effectively with end user community and outside consultants is essential. Excellent oral and written communication and interpersonal skills are required. Ability to work effectively as a team member or as an independent contributor is also essential.
Preferred certifications include A+, HP or other hardware provider certifications, utilization of Microsoft diagnostic tools, and hands-on experience with various areas of hardware repair. Additionally, this candidate should have the following skills:
Knowledge of Microsoft Windows 7, 10, Mac OS X 10.12 -10.15, iOS, Android.
Knowledge of Microsoft Office 2016 and O365.
Knowledge of current methods and procedures of the computer/mobile device management and deployment, including Microsoft MDT/SCCM and JAMF Casper Suite.
Excellent organization and communication skills.
Salve Regina University offers generous benefits to eligible employees including:
Salve Regina University strives to provide equal opportunity in employment and education to all employees, students and applicants. No employee, student or applicant shall be discriminated against or harassed on the basis of race, color, national and ethnic origin, sex, sexual orientation, gender identity or expression, religion, disability, age, marital or parental status, military or veteran status, genetic information or any other basis protected by applicable federal or state law, in the administration of Salve Regina's employment policies, education policies, admission policies, scholarship and loan programs, athletic and other University administered programs. In accordance with Title IX, it does not discriminate on the basis of sex in any of its educational programs or activities. Salve Regina is also committed to making its programs and campus accessible to its visitors and compliant with all applicable non-discrimination laws.
Applicants must apply online for any open staff and faculty positions by providing a cover-letter and resume. Pre-employment background checks and reference checks are required of successful candidates. Salve Regina University participates in E-verify.
Salve Regina University