Sr. Technical Support Specialist

Job Description

Position Summary:

The Senior Technical Support Specialist is responsible for providing advanced on-site, in-person desktop support to students, faculty, and staff across campus at Vanderbilt University. This role involves handling complex and critical technical issues, mentoring junior team members, and contributing to the development of support protocols and procedures. The senior specialist possesses in-depth knowledge of operating systems, network troubleshooting, and software applications, and is adept at managing high-pressure situations with excellent communication skills.

About the Work Unit:

Vanderbilt University Information Technology is a human-centric organization that advances our university by delivering innovative solutions and frictionless experiences through collaboration.

Key Functions and Expected Performance:

Advanced Technical Support:

• Provide expert-level support for complex hardware and software issues affecting desktops, laptops, and peripherals.
• Diagnose and resolve intricate technical problems related to operating systems, network connectivity, and specialized software applications.
• Perform advanced troubleshooting and repair tasks, including network diagnostics and system reconfigurations.

Mentoring and Training:

• Mentor and train junior technical support team members, offering guidance on complex issues and support best practices.
• Conduct training sessions and create documentation to enhance the team's technical knowledge and service capabilities.
• Review and provide feedback on the performance and development of junior staff.

Protocol and Procedure Development:

• Contribute to the creation and refinement of technical support protocols, procedures, and best practices.
• Collaborate with other IT professionals to ensure that support processes align with organizational goals and standards.
• Assist in the development of documentation and training materials for support procedures.

High-Pressure Problem Management:

• Manage and resolve high-pressure technical issues, ensuring minimal disruption to end-users and campus operations.
• Effectively prioritize and handle multiple complex issues simultaneously while maintaining a high standard of service.
• Provide support and solutions during critical incidents and outages, coordinating with other IT teams as needed.

Documentation and Reporting:

• Maintain detailed records of advanced support activities, including complex issues, resolutions, and system changes.
• Generate reports on recurring issues, service performance, and areas for improvement to aid in strategic planning.
• Ensure accurate and timely documentation of all support interactions in the ticketing system.

Supervisory Relationships:

This is an individual contributor position that reports administratively and functionally to the Tech Hub Dispatch Manager.

Education and Certifications:

• Bachelor's degree or equivalent, relevant experience is necessary.
• One or more of the following certifications A+, Network+, Security+, Cloud+ or equivalent industry certifications are necessary.

Experience and Skills:

• 5 years of relevant experience in technical support is necessary.
• Extensive knowledge of operating systems (Windows, macOS, Linux), network troubleshooting, and a broad range of software applications is necessary.
• Proficient experience with remote support tools and ticketing systems is necessary.
• Strong problem-solving skills with the ability to diagnose and resolve complex technical issues efficiently are necessary.
• Excellent communication skills, both verbal and written, with the ability to articulate technical concepts to a diverse audience are necessary.
• Experience in mentoring or training team members and contributing to the development of support processes and procedures is necessary.
• Demonstrated commitment to VUIT's Guiding Principles is necessary.

Information Technology's Guiding Principles:

• Trust and Respect- VUIT cultivates a community built on trust, mutual respect, and inclusivity, where all members feel valued and supported. We prioritize honesty, dignity, empathy, and a willingness to listen and understand.
• Professionalism- VUIT strives to maintain a culture of maturity, accountability, and integrity to best represent the University and self. Have a sense of humility and poise in your work and daily interactions.
• Collaborate- VUIT commits to being inclusive in solution design where we value sharing within and partnering across the university. We are intentional about including our colleagues and preventing silos.
• Bias-to-Action- VUIT is seen as a changemaker by exhibiting a decisive, self-starter, take-action approach with a willingness to make decisions without excessive deliberation. Personal initiative is recognized as a key part of the creative process.
• Communicate- Communication (written, verbal and non-verbal), within and outside VUIT, is open, thoughtful, welcoming, clear, proactive, concise yet complete, always honest, and delivered kindly.
• Innovate- VUIT pledges to be bold and challenge the status quo by inspiring a culture of creativity that promotes growth and advancement for the university.
• Celebrate Each Other- We are intentional in showing appreciation for the work of others by valuing and acknowledging meaningful contributions at all levels of the organization.
• Optimize- VUIT will practice continuous and thoughtful optimization of our solutions and services to increase our human and technological capacity. Capacity drives innovation.

About Us

At Vanderbilt University , our work - regardless of title or role - is in service to an important and noble mission in which every member of our community serves in advancing knowledge and transforming lives on a daily basis. Located in Nashville, Tennessee, on a 330+ acre campus and arboretum dating back to 1873, Vanderbilt is proud to have been named as one of "America's Best Large Employers" as well as a top employer in Tennessee and the Nashville metropolitan area by Forbes for several years running. We welcome those who are interested in learning and growing professionally with an employer that strives to create, foster and sustain opportunities as an employer of choice.

We understand you have a choice when choosing where to work and pursue a career. We understand you are unique and have a story. We want to hear it. We encourage you to apply today so that you might become a part of our story.

Vanderbilt University is an equal-opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran, or any other characteristic protected by law.