Technical Support Specialist 1

Grade: T25

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Summary:

The Technical Support Specialist provides high-quality computer-related technical support to a wide range of university constituents electronically, by phone, or in person at the Center City Campus. This person will ensure that all calls/requests for assistance received by Information Technology Services at this location are thoroughly tracked and answered. They will ensure that all requests for assistance are handled as efficiently as possible and know when to escalate urgent issues.

This staff member will provide IT support (PC, Mac, and audio/visual systems) for a wide range of classroom technology and respond to requests to solve technical issues/challenges encountered by instructors during class. Often, these calls require immediate response as the instructor is in front of a group of students when they ask for assistance. They may also be asked to train faculty in the use of technology in the classroom. Additionally, they may provide on-site technology support for staff and faculty located on the Center City and Ambler campuses and TECH Center/computer lab operations.

The ideal candidate will suggest technical solutions that improve the efficiency of technical support operations. They will review documentation for correctness prior to release to supported university constituents. They will actively participate in the testing and evaluation of software or upcoming new platforms. They will have demonstrated the ability to research relevant technologies and offer insight into the possible use of these technologies, showing that they actively stay abreast of IT support challenges and offerings. Performs other duties as assigned.

This position will report to the IT Director for the Center City and Ambler Campus. Most of the hours will be mid-day to mid- evening and will include occasional weekend events and rotate between campuses as coordinated between the two campus technology supervisors.

Hours - Monday through Thursday, 10:00 AM to 7:00 PM, and Friday, 8:00 AM to 5:00 PM. Location will vary; flexibility is required.

Required Education & Experience:

Bachelor's degree and at least one year of directly related technical experience. Demonstrated experience with mobile technology, especially Android and iOS. Experience with PC and Mac system configuration, troubleshooting and software installation. An equivalent combination of education and experience may be considered.

Required skills and abilities

* Intermediate PC and Mac hardware and software troubleshooting

* Intermediate mobile device troubleshooting and configuration

* Demonstrated ability to assist people who require help with technical tasks

* Demonstrated knowledge of intermediate printing troubleshooting

* Working knowledge of Microsoft Office 365

* Working knowledge of Adobe Creative Cloud

* Demonstrated ability to setup customers on A/V systems

* Intermediate A/V system troubleshooting skills

* Proven outstanding customer service, in-person and telephone skills along with the ability to effectively interact with a diverse group of students, faculty and staff.

* Ability to work between campuses.

* Demonstrated ability to interact with others through both oral and written communications.

* Demonstrated analytical and problem-solving skills.

* Ability to work the following days/shifts: Monday through Thursday, 10:00 AM to 7:00 PM and Friday 8:00 AM to 5:00 PM. (weekends, as necessary)

* Demonstrated knowledge of intermediate printing troubleshooting

Preferred

* Knowledge of higher education environment and applications (such as Canvas, Banner, Zoom, MS Teams or other applications such as Video Editing software or Adobe Creative Suite).

* Previous experience in higher education support

* Experience using and troubleshooting AMX panels and equipment

This position on site

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Compliance Statement: In the performance of their functions as detailed in the position description employees have an obligation to avoid ethical, legal, financial and other conflicts of interest to ensure that their actions and outside activities do not conflict with their primary employment responsibilities at the institution. Employees are also expected to understand and be in compliance with applicable laws, University and employment policies and regulations, including NCAA regulations for areas and departments which their essential functions cause them to interact.

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