Senior Technical Support Specialist

The position will report to the Vice President for Information Technology and the Assistant Vice President for Memphis Programs. Duties and responsibilities include:

1. Provide Technical Support: Serve as the first point of contact for faculty, staff, and students within the Office of Memphis Programs seeking technical assistance. Respond promptly to inquiries, troubleshoot issues, and resolve problems related to hardware, software, network connectivity, and other IT-related issues.

2. Hardware and Software Maintenance: Install, configure, and maintain computers, printers, scanners, and other peripheral devices used within the Office of Memphis Programs. Perform routine maintenance tasks such as software updates, and system optimizations to ensure optimal performance and security.

3. User Training and Documentation: Develop and deliver training materials and documentation to educate users within the Office of Memphis Programs on best practices for using technology effectively and securely. Assist users with software applications and provide guidance on troubleshooting common issues.

4. Collaboration and Communication: Collaborate with other members of the IT support team to escalate and resolve complex technical issues efficiently. Communicate effectively with users to provide status updates, gather additional information when needed, and ensure an elevated level of customer satisfaction.

5. System Monitoring and Troubleshooting: Monitor IT systems and networks within the Office of Memphis Programs to identify and resolve potential issues proactively. Perform regular system audits to ensure compliance with security policies and regulations and implement corrective actions, as necessary.

Daily Operations

Technical Support and Troubleshooting

• Providing remote first-line technical support and troubleshooting through diagnostic techniques and pertinent questions to staff, students and faculty.
• Diagnosing and resolving hardware and software issues.
• Walk the customer through the problem-solving process
• Direct unresolved issues to the next level of support personnel
• Provide accurate information on IT products or services
• Record events and problems and their resolution in logs
• Follow-up and update customer status and information
• Identify and suggest possible improvements on procedures
• Assisting with dental medical-specific software and equipment including providing purchasing quotes based on institutional policies.

System and Network Maintenance

• Maintaining and updating computer systems and networks.
• Ensuring the security and functionality of equipment and software.
• Performing regular system backups and recovery operations.

User Training and Documentation

• Conducting training sessions for users on new technologies and systems.
• Creating and updating user manuals and technical documentation.
• Providing guidance on best practices for using IT resources.

Software and Hardware Installation

• Installing and configuring new hardware and software.
• Ensuring compatibility and integration with existing systems.

IT Project Support and Coordination

• Assisting in the planning and implementation of IT projects.
• Coordinating with other departments and vendors for IT-related needs.
• Monitoring project progress and reporting on status and issues.

Required Skills

• Excellent oral communication skills
• Detail oriented in order to keep detailed notes on tickets
• Highly organized to keep Help desk tickets order
• Ability to diagnose and resolve basic computer technical issues
• Ability to connect and network printers
• Able to utilize active directory

Required Education and Experience

• 1 year of experience working in a help desk environment
• Proficiency with a MAC and IOS computers
• Proficient with Office 365
• Working Knowledge of Windows Deployment Services