Sr. Technical Support Specialist (On-site)

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 commitm