Technical Support Specialist

Position Title:

Technical Support Specialist

Position Type:

Regular

Hiring Range:

$33.94 - $36.35 per hour; Compensation will be based on education, experience, skills relevant to the role, and internal equity.

Pay Frequency:

Hourly

A. POSITION PURPOSE

The Technical Support Specialist is responsible for providing technical support to faculty, staff, students and guests for the use of university technology resources, assisting them with hardware, software, phone, network access, WiFi, password support and mobile devices. The Technical Support Specialist also provides support for the Learning Commons public computing services, printing and resources; campus-owned peripherals and student devices.

The Technical Support Specialist’s role is to support the university community and its guests by providing the best possible technical services by phone, email, chat and voicemail. In this critical role, they serve as the front line of contact for campus computer and technology needs. 

The Technical Support Specialist will have a passion for providing excellent customer service and focus on continual improvement across all areas; a commitment to supporting active, innovative, and collaborative strategies for meeting customer needs with effective technologies; and a continued desire to identify and deliver the best possible technology resources and services to meet the needs of the campus community.  This position is 100% on-site.

B. ESSENTIAL DUTIES AND RESPONSIBILITIES

1.   Support Technology Help Desk Services and Resources 

• Track all customer interactions in call tracking software ensuring detailed and accurate information is in the call ticket for second level support.

• Participate and assist in annual and ongoing training for student staff.

• Demonstrate and assist student staff in the proper procedures, including troubleshooting steps and ticketing processes.

• Monitor work of student staff, and give feedback, on an ongoing basis to ensure customers are getting excellent service.

• Monitor and review daily support ticket logs to identify trends and issues that should be escalated to management.

• Plan for ongoing continuous improvement through evaluation of support failures, staff mistakes and user errors.

• Participate as staff for critical events throughout the year that fall outside of normal work schedule (e.g., Welcome Weekend).

• Provide excellent customer service, effective response times and provide insights into general support issues.

• Write “how to” documentation to support University standard software and services to document both internal and external instructions to share with campus end users.

• Update and maintain the Technology Help Desk Manual, for internal uses, quarterly or more frequently as needed with technology changes.

• Utilize the Wiki daily and encourage the student staff to use the Wiki to incorporate templates to ensure continuity of messages in call tickets.  Regularly provide feedback and updates to the Wiki page to improve call ticket process and procedures.

• Utilize Linkedin Learning, and other online resources, on a regular basis to enhance, improve and learn new technical skills.

• Network Infrastructure-Wireless - Clearpass Dashboard

  • Connect to eduroam, BroncoFi and SCU-Guest networks 

  • Clean out profiles to any other campus networks when necessary 

  • Turn off MAC address randomization (or Private WiFi addressing) when necessary for macOS devices 

• Network Infrastructure-Wired 

  • Obtain building/room/jack information and schedule availability/preference when available 

  • Connects device to network if a jack activation has been confirmed working from our networking team 

• Network Security 

  • Network Access Control - Opswat Metadefender Dashboard compliance - triage general compliance on systems  

    • Verifies SafeConnect Compliance

    • Grants temporary exception to NAC enforcement Field Support Technicians if needed

    • reinstall NAC agent on systems 

  • VPN