Technology Support Specialist
About the role:
We are seeking an enthusiastic, self-directed problem-solver who can provide software and hardware service desk support for students and employees on Mary Baldwin University’s two campuses.
Reporting to the Office of Information Technology, Manager of Operations, this position supports client hardware and software for faculty, staff, and university-owned student use computers at Mary Baldwin University main campus as well as Murphy Deming College of Health Sciences campus. Technical Support Specialists receive, prioritize, document, and ultimately resolve end user technology related help requests.
Primary responsibilities will be, but not limited to, end-user support of hardware, software, printers, and other IT related equipment; scheduling and managing upgrades, resolving hardware and software issues; installation and maintenance of desktop and laptop software; providing walk-in, email, and telephone support, including off-hours support, and loaned equipment checkout and support management. The position also provides support for various campus-wide software such as Canvas learning management system. Strong written and verbal communication skills coupled with organizational and problem-solving skills are essential. Must be a team player with the ability to assist, provide direction, support, and guidance to others. Technical Support Specialists will help supervise, train, and mentor student employees.
This position requires 35 hours/week and is onsite. Performance of duties via home internet access and occasional weekend or evening shifts may be required.
- Self-motivated and enthusiastic with a demonstrated ability to learn new technologies and concepts quickly.
- Strong interpersonal and customer service skills
- Attention to detail.
- Ability to multi-task, self-organize and self-start.
- Strong technical writing skills.
- Ability to positively contribute in a team environment.
- Demonstrated ability to support Windows and MacOS operating systems.
- Demonstrated ability to support Office 365, Google apps, VOIP phone system and other University applications.
- Understanding of Active Directory, ticketing, and asset management systems
- Demonstrated ability to support classroom hardware and software.
- Demonstrated ability to manage and support campus audio and visual display systems.
- Preferred: familiarity with Microsoft Intune and JAMF Endpoint management.
- Analyzes information to develop alternative solutions involving complex problems. Interprets guidelines to make decisions, makes recommendations for decisions outside of guidelines.
- Interprets and implements policies/procedures to achieve business results. Makes recommendations for the development of new procedures.
- Develops time estimates for assigned tasks, reports progress against plan.
- May lead small project teams and provide quality assurance support.
- Coordinates with others within the department to ensure that reported issues are being resolved.
- Represents the organization in providing solutions to complex issues associated with specific projects.
- Performs hardware and software repairs and upgrades and computer imaging,
- Troubleshoots technical issues and escalates complex problems to appropriate support teams for resolution, including analysis of trends for escalation.
- Plans and executes allotted work within deadlines and maintains records of daily tasks.
- Helps manage inventory of software and hardware components.
- Maintains accurate documentation for system installations, configurations, and upgrades, including self-help documents for customers.
- Associate degree or equivalent education/experience
- Minimum 2 years’ experience with demonstrated ability in service desk support
- Must accomplish necessary certifications (CompTIA A+, MOS, HDI Support Center Analyst, others as required)
- Previous education or professional certifications may be considered in lieu of work experience.