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Job Description Summary

POSITION SUMMARY:
The User Support Specialist 1 position is the first point of engagement for technology issues and inquiries for students, faculty and staff. Under the direction and supervision of the Manager of Engagement and User Support Services, this team member interacts with clients to discern end user technology issues and inquiries. Works to resolve issues that are within their skill set and escalate cases as necessary. Follows through on cases from inception to resolution. Works in a team environment supporting the day-to-day operations of our campus computing systems. Contributes to working knowledge base and documentation of known solutions, issues, and user support processes and procedures. Relies on sound, practiced protocols in handling of helpdesk cases and applying technical solutions.

Job Description

DUTIES AND RESPONSIBILITIES: 1. Interacts with clients to discern end user technology issues and inquiries 2. Resolves issues that are within their skill set and escalate helpdesk cases as necessary 3. Follows through on helpdesk cases from inception to resolution 4. Supports the day-to-day operations of our campus computing systems 5. Collaboration with Institutional Technology team members and clients in research, testing and in-depth troubleshooting 6. Contributes to working knowledge base and documentation of known solutions, issues, and user support processes and procedures 7. Relies on sound, practiced protocols in handling of helpdesk cases and applying technical solutions 8. Performs special projects and other duties as assigned KNOWLEDGE, SKILLS AND ABILITIES: 1. Enthusiastic and technically minded customer service 2. A strong customer first attitude with an eye on engagement and resolution 3. Interest and aptitude for computers and other technologies 4. Strong working knowledge of Windows and/or MacOS environments 5. An adaptable, teachable attitude and an ability to learn new/specialized technologies 6. Excellent organizational, troubleshooting and problem-solving skills 7. Excellent interpersonal/human relations skills; and strong oral and written communication skills 8. Strong work ethic with a commitment to the success of the organization and team 9. Ability to work well in a team environment

Education and Experience

EDUCATION AND EXPERIENCE: 1. High School diploma or equivalent 2. Minimum of two years of customer service experience 3. Demonstrate appropriate professional behavior in stressful situations 4. Demonstrated commitment to excellent customer service 5. Demonstrated aptitude with technology PREFERRED QUALIFICATIONS: 1. BA/BS or equivalent related experience 2. Help Desk and technology troubleshooting experience 3. Technology related certifications

Ringling College of Art and Design is an Equal Opportunity Employer.  The College provides equal employment opportunity to all persons without regard to sex, age, gender, color, race, national or ethnic origin, religion, marital status, sexual orientation, gender identity or expression, disability, veteran status, genetic information, or any other basis prohibited by law.