Technical Support Specialist
Temple University , PA
Job Level
Entry-level position
Post Date
02/25/2019
Job Category
Specialist / Associate
Sector
Job Status
Areas of Responsibility
The Technical Support Specialist provides high quality computer-related technical support to a wide range of university constituents electronically, by phone, or in person. This person will ensure that all calls/requests for assistance received by Information Technology Services - Client Services are thoroughly tracked and answered. They will ensure that all requests for assistance are being handled as efficiently as possible and know when to escalate urgent issues.
As a member of our Endpoint Integration/System Management team, they will also be working as valued part of a team with an outstanding support reputation. This group collectively visits approximately 12,000 offices annually and manages the desktops and mobile office needs of academic and administrative offices at three different campuses.
The ideal candidate will have strong Microsoft Windows OS and Apple macOS troubleshooting skills, be familiar with mobile technologies (laptops, tablets, and smartphones). They will be able to provide technical solutions that improve the efficiency of Client Services support operations. Review documentation for correctness before release to supported university constituents. They will actively participate in the testing and evaluation of software for upcoming new platforms. They have demonstrated ability to research relevant technologies and offer insight into possible use of these technologies, showing that they actively stay abreast of IT support challenges and offerings. Performs other duties as assigned.
Typical hours are 8am to 5pm, M-F, with flexibility to work evening or weekend hours during peak periods.
Required Education & Experience:
Bachelor’s degree and at least one (1) year of directly related technical experience. Experience with PC and Mac system configuration, troubleshooting and software installation. An equivalent combination of education and experience may be considered.
Required Skills & Abilities:
-
Proven customer service skills, both in-person and over the telephone.
-
Demonstrated ability to effectively interact with diverse groups of individuals through both oral and written communications.
-
Excellent analytical and problem solving skills.
-
Familiarity with incident ticket tracking systems such as Remedy.
-
Demonstrated understanding of network technology, especially Android and iOS.
-
Strong working knowledge of Microsoft Office: Word, Excel, PowerPoint, Outlook.
-
Demonstrated analytical and problem solving skills.
-
Ability to work evening or weekend hours during peak periods.
Preferred:
- Knowledge of university environments and applications such as Canvas and Banner.
Temple University values diversity and is committed to equal opportunity for all persons regardless of age, color, disability, ethnicity, marital status, national origin, race, religion, sex, sexual orientation, veteran status or any other status protected by law.
Compliance Statement: In the performance of their functions as detailed in the position description employees have an obligation to avoid ethical, legal, financial and other conflicts of interest to ensure that their actions and outside activities do not conflict with their primary employment responsibilities at the institution. Employees are also expected to understand and be in compliance with applicable laws, University and. employment policies and regulations, including NCAA regulations for areas and departments which their essential functions cause them to interact.
To obtain additional information about Temple University please visit our website at www.temple.edu.
Temple University's Annual Security and Fire Safety Report contains statistics, policies, and procedures related to campus safety and can be found at: http://www.temple.edu/safety/asfr/
You may request a copy of the report by calling Temple University’s Campus Safety Services at 215-204-7900.
Primary Location: Pennsylvania-Philadelphia-Main Campus-Tech Center
Job: Staff
Schedule: Full-time
Shift: Day Job
Employee Status: Regular