Technical Support Specialist
Core
First-line technical support specialist providing end-user assistance for desktops, laptops, mobile devices, and videoconferencing equipment at a university.
Role type
Level 1 IT Support Specialist
Builds
Maintains stable IT operations for university students, staff, and faculty
Domain
Higher Education IT Infrastructure
Deliverable
production ML models | product features | dashboards & analysis | research | client delivery | infrastructure | physical/clinical work
Required skills
incident and request management, software installation, remote and desk-side support, root cause analysis, hardware troubleshooting, Active Directory, Exchange, TCP/IP, DNS, DHCP, Windows OS support, Mac OS support, printer/peripheral troubleshooting
Preferred skills
CompTIA A+ certification, Polycom bridge setup, CRESTRON system knowledge, enterprise client/server support, WLAN/LAN physical layer troubleshooting
Technologies
Windows 7/8/10, Windows Server 2003/2008/2012, Microsoft Office 2007-2016, O365, Adobe Creative Cloud, Active Directory, Exchange, Polycom, CRESTRON
Responsibilities
Respond to and resolve service tickets within SLA, troubleshoot hardware and software issues, manage ticket queues and escalate incidents, support online classrooms and university portals, install and maintain PC/printer hardware and software, set up classrooms and meeting rooms for videoconferencing, provide Level 1 phone support
Seniority
Junior, hands-on IC
