Technology Support Specialist I

Description

POSITION SUMMARY

The role of a Technical Support Specialist 1 within our organization is to serve as the first point of contact for customers seeking technical assistance over the phone, email or in-person.  This role will help support computer systems, hardware, and software for students, faculty, staff, and other constituents of the Colleges. 

Essential Responsibilities:

·        Serving as the first point of contact for customers seeking technical assistance over the phone, email or in-person.

 

·        Performing remote troubleshooting through diagnostic techniques and pertinent questions.

 

·        Support peers in installing, configuring, and updating hardware and software on mobile devices, printers, laptops, desktops, classroom technology, etc. 

 

·        Providing regular maintenance to existing hardware and computer systems.

 

·        Creating, updating and/or maintaining technology or service documentation.

 

·        Providing recommendations for improvements to operational efficiency that will result in better service to constituents of the Colleges.

 

·        Testing, assessing, and learning about updates and new technology.  

 

·        Assisting in the training of student staff.

 

·        Other duties and projects as assigned.

 

·        Strengthen digital literacy skills through education and the application of digital technologies in order to effectively engage in information gathering, utilization, and data management while promoting a security culture.

 

·        Must complete all required federal, state, institution, and department training.

 

·        Engages in a planned program of professional development. Continually maintains skills and knowledge relative to the position and technology industry, including best practices, evolving operational requirements, and industry trends.

 

·        The ability to develop knowledge of, respect for, and have the skills to engage with those of other cultures or backgrounds is required.

 

·        Demonstrate knowledge of the Colleges’ educational philosophy and mission.

 

·        Performs other related duties as required.

Other Information:

This is a full-time, 12-month, benefits-eligible position. This position description is not all-inclusive as other tasks or responsibilities may be assigned. Work hours are 8:30 a.m. to 5:00 p.m. during the academic year, with a possible shortened workweek during the scheduled summer hours’ time period. Some on-call hours may be required. Occasional weekend and evening hours may be necessary.  Pay range is $17.95 - $23.08 per hour.

Qualifications

·        1-3 years technical support experience, or the equivalent combination of experience, education and training.  

·        Experience with both Windows and Apple operating systems.

·        A+, ITIL, or similar certifications are preferred.

·        Must work well under pressure and have excellent customer service skills, including the ability to communicate technical processes to non-technical individuals.  

·        The ability to develop knowledge of, respect for, and skills to engage with those of other cultures or backgrounds is required.

About HWS

A liberal arts and sciences institution, Hobart and William Smith is known for consistent success in preparing students for meaningful lives and fulfilling careers through an outcomes-based focus on their futures. Ou