Technical Support Specialist

Technical Support Specialist | University of Pikeville | Pikeville, KY

At our partner institution at University of Pikeville

The Technical Support Specialist will handle incoming queries/help requests from students, faculty, staff and administration. The position reports to the Help Desk Supervisor. The position requires working closely with other IT department personnel to aid on tasks that are outside the scope of their knowledge or expertise. The Technical Support Specialist is responsible for providing support services to all users to gain full benefit from the institution's investment in information technology and services. Support services include Network, Classroom Technology, Help Desk, Training, Desktop, System Support, and software inventory management. Ability to create detailed notes of the problem the client(s) is experiencing, determine steps they can take to resolve the issue, and manage the flow of incoming support requests. The qualified person will assist with the day-to-day operation of the institution's computer desktop, laptops, printers and other network peripherals.

Hours of operation are Monday - Friday, 8:00 AM - 5:00 PM. Hours may vary

Responsibilities:

• Software installation and upgrades, software troubleshooting, image deployment, and patch maintenance.
• Maintain and develop documentation relative to hardware and software inventory.
• Work with users to analyze, troubleshoot, and repair computer hardware and software.
• Assist users with the use of supported hardware, software and peripherals.
• Assist users with the use of supported audio-visual equipment, e.g., projectors and conferencing equipment.
• Assist with projects and maintenance.
• Provide support for printer and copier related issues Attend and actively participate in regular team meetings.
• Review, input, and update service tickets from the centralized ticketing system.
• Knowledge of troubleshooting procedures and good analytical skills.
• Proficient in all skills, policies, procedures and protocol required to complete assigned tasks.
• Keep abreast of industry technologies to enhance technical skills.
• Maintain a professional attitude and provide excellent customer service at all times, to include maintaining a good work ethic and assisting team members when needed.
• Good interpersonal skills, with a focus on rapport-building, listening, and questioning skills.
• Other duties as assigned.

Requirements:

• Associates degree in Computer Science, Information Technologies or related field, or an equivalent combination of experience, education, and training
• Prior experience in customer support services role
• Display strong end user orientation and customer support service skills
• Strong understanding of technical troubleshooting methodology
• Demonstrated experience working with a team to achieve goals
• Excellent oral, written and interpersonal communication skills
• Ability to work a flexible schedule as needed
• Demonstrated experience troubleshooting MAC devices and Windows PCs
• Must be able to lift 50 lbs. as needed to move equipment across the campus environment
• Must be able to sit for long periods at a time and or stand for long periods at a time
• Must be able to crawl under desk for any technology need
• Adhere to Dynamic Campus Core Values

Preferred Qualifications:

• Demonstrated experience troubleshooting audio-visual equipment
• Experience with Microsoft Systems Management Systems a plus
• Experience with Help Desk ticketing systems and customer service workflow

Dynamic Campus Core Values:

• Be a Servant Leader
• Be a Team Player
• Be Accountable
• Act with the highest integrity
• Provide excellent customer service
• Find solutions not problems