Technical Support Specialist

The Technical Support Specialist is responsible for supporting Adler University faculty, staff, and student technology requests as well as providing Audio/Visual equipment usage and content production assistance to faculty, staff, and students.

 

This position will work closely with other members of the Technology department to diagnose and resolve user problems, questions and inquiries, ensuring that procedures are aligned with established University policies and enterprise best-practices (ITIL).  The Technical Support Specialist must be an experienced, self-motivated individual who is committed to delivering an outstanding customer support experience and should have a strong technical understanding of enterprise hardware, applications and networked systems.  The candidate is also expected to be sensitive to the various needs and abilities of users and should possess excellent problem-solving, communication and interpersonal skills, along with patience and a positive, customer-friendly attitude.

 

Education/Experience:

• A bachelor's degree in Computer Science, Information systems or the equivalent combination of education, training and experience from which comparable skills can be acquired.
• A minimum of one (1) years of work experience in enterprise networked systems support.

 

Certifications/Licenses:

• One of the following certifications (or higher) preferred: HDI, MCSE, CCNA, MCP, A+, ITIL Foundations

 

Knowledge/Skills/Abilities:

• Outstanding deductive and investigative skills to identify and diagnose complex, non-intuitive technical problems required.
• An effective communicator, including written, oral, and listening with the ability to educate at all levels of the organization to ensure alignment on strategy and priorities.
• Demonstrated ability to think laterally with high level of tenacity to solve problems.
• Strong collaboration acumen and relationship building abilities.
• Sound understanding of IT Service Management and clear commitment to ITSM frameworks like ITIL.
• Demonstrated experience supporting audio/visual technologies in an academic or corporate environment.
• Demonstrated experience supporting and troubleshooting enterprise workstation hardware, Windows, macOS and iOS operating systems and standard office productivity applications and tools (Microsoft Office 365, Adobe Acrobat, etc.).
• Demonstrated experience with network security and recovery tools and systems (Defender Endpoint, Windows system recovery tools, operating system imaging tools, etc.)
• Demonstration of Emotional Intelligence, empathy, and professional maturity.

 

Essential Duties & Responsibilities:

• Provides technical support for all students, faculty and staff using Office 365, computers, mobile devices, Windows and Mac computers, Canvas LMS, A/V and various proprietary applications desk-side and via phone or email.
• Performs regular configuration administration, operating system/application installation and updates, threat scanning analysis to ensure optimum computer workstation performance and integration with classroom AV equipment.
• Manage networked and standalone printer maintenance/cleaning schedules, jams/problem resolution, as well as consumables inventory, recycling, and re-supply
• Work with asset tracking system to ensure accurate and updated inventory information on all workstations, printers, equipment, etc.
• Ensures timely completion of Service Desk incident tickets, service requests and maintenance of ticketing queue in alignment with team service level agreement objectives
• Assist faculty, staff, and students with AV support needs, recording/production assistance of classroom activities and other events, training and usage of videoconferencing systems and conference rooms.
• Supports VoIP telephone system end user issues such as moving extensions and voicemail configuration.
• Troubleshoot wired and wireless network connectivity issues university wide.
• Helps to develop and maintain documentation for procedures and troubleshooting.
• Coordinates and delivers end user training workshops as needed.
• Assisting with hardware deployment and management for faculty, staff and students.
• Other duties and projects as assigned or needed.

 

Salary Range: $45,000.00 - $52,000.00  

Work Environment (Physical Demands):  The usual and customary methods of performing the jobs functions require the following physical demands: some lifting, carrying, pushing, and/or pulling and significant fine finger dexterity. Generally, the job requires 80% sitting,