Technical Support Coordinator, Tier 1

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Job Title: Technical Support Coordinator, Tier 1

Department: Technology

FLSA Status: Non-exempt

Reports to: Director, Technology Services

Work Schedule: 35 hours/week; 12 months/year

Union: N/A

Grade Level: 5

Hourly Range: $22.80 - $32.00

General purpose: The Tier 1 Support Coordinator serves as the first line of contact for customers seeking technical assistance. This position involves providing basic troubleshooting, resolving common issues, and escalating more complex problems to higher-tier support teams. The role requires excellent communication, problem-solving skills, and a strong customer service orientation to ensure customer satisfaction.

Summary of Essential Functions:

• Serve as the initial point of contact for customer inquiries, issues, and support requests via phone, email, or live chat.

• Provides excellent customer service, displaying customer care best practices in support of students, faculty, staff, and other constituents.

• Troubleshoots and resolves computer hardware, software, peripherals, and networking issues at their root cause, in person and via phone, email, and chat.

• Uses efficient and effective troubleshooting techniques to gather information, identify the core of the problem, and determine its root cause.

• Efficiently and effectively escalates issues after an appropriate time or when issues require further expertise.

• Diagnose and resolve basic technical issues related to software, hardware, or networking.

• Assist customers in performing basic troubleshooting steps, including account setup, password resets, and software configuration.

• Record customer interactions, issues, and resolutions in the support ticketing system for tracking and reporting.

• Identify more complex issues and escalate them to the appropriate Tier 2 or Tier 3 support teams.

• Create and maintain troubleshooting guides, FAQs, and knowledge base.

• Accurately document and maintain all support requests and efforts in the ticket management system.

• Ensure support tickets are appropriately transferred, escalated, and closed.

• Keep clients  updated on the status of their open incidents. Follow up with customers to ensure that escalated issues are being addressed and provide updates as needed.

• Communicate in a timely and tactful manner via email or other methods to share information on outages, upgrades, and other situations involving technology interruptions or process changes.

• Assist in the development and enforcement of computer hardware, software, peripheral, and networking standards and acceptable use policies for students, faculty, and staff.

• Work closely with other team members, technical support staff, and departments to ensure seamless service delivery.

• Oversee incoming and outgoing shipments

• Distribute strategic communications to campus

• Maintain up-to-date information on Technology’s website

• Provide guidance to end users on technology best practices

• Work effectively with other Technology staff members to accomplish goals

• Perform other related duties as assigned

Knowledge, Skills, and Abilities:

• Effective verbal and written communication skills

• Ability to work effectively with a wide range of customers and a focus on diversity, equity, and inclusion

• Committed to keeping up-to-date with the ever-changing technology landscape.

• Ability to work well on and contribute to the high performance of a team

• Ability to prioritize and deliver according to deadlines while handling multiple tasks, ability to exercise judgment, handle confidential information, and function with minimal supervision

• Excellent organizational abilities and attention to detai