Technology Support Specialist

Multicultural Statement

At DePaul University, we are looking for candidates who want to join us in our mission to provide access to education for all. Successful candidates welcome ideas and perspectives from colleagues and students representing a wide variety of cultures, backgrounds, religious beliefs, and experiences. We seek collaborative, open-minded and hard working professionals to work in a real world urban learning environment. Are you exceptional, yet modest and open to challenges? We seek achievers and leaders that want to bring their passion and skills to our well-respected community of approachable colleagues. Build your career with us. 

General Summary

Under general direction, provides support for PC, Apple, and server applications. Provides first point-of-contact support, and heavily utilizes remote control support utilities. Diagnoses hardware issues on DePaul supported equipment, and orders parts to complete repairs or arranges with 3rd party services as appropriate. Handles issues that are unable to resolve entirely at initial contact by making appointments for on-site support. Interacts with network services, software systems engineering, and/or applications development to restore service and/or identify and correct core problem. Assists other areas of IS with field-related diagnosis and support. Simulates or recreates user problems to resolve operating difficulties. Recommends systems modifications to reduce user problems.

Responsibilities & Duties

• Under general direction, acts as single point of contact for customer requests for assistance with all DePaul supported applications, operating systems, hardware, and voice/data network services.

• Supports PC and Apple ecosystems equally.

• Meets predefined service level agreements.

• Provides accurate, clear, and timely updates in the help ticket system for all customer interactions.

• Works with and assists other IS and non-IS technical groups and vendor partners to resolve issues as necessary. 

• Documents customer issues in the ticketing system in a clear and detailed manner following established standards.

• Creates and maintains technical documentation on any supported systems and services for the purpose of knowledge sharing and skill transfer. 

• Participates in and may lead group, division, and enterprise-wide projects as needed. 

• Act as a backup for Help Desk staff. Handle phone queue support requests as needed; in an overflow capacity. 

• Performs other duties as assigned.

Education & Experience

• BA/BS in computer science or related field or 3-4 years relevant experience required.

• Must be able to troubleshoot technical problems of intermediate to high complexity.

• Very strong customer service skills required. Ability to stay professional and patient with customers is essential.

• Experience providing technical support across a variety of mediums.

• Maintain highest level of technical skill in the desktop support field, and stay current with updated technology.

• Maintain at least basic to intermediate level of technical skill in IT infrastructure technologies.

Preferred Requirements

• Technical writing certification or 1+ year relevant experience.

• HDI Desktop Support Technician certification.

Certifications & Licenses

• A+ Certification or equivalent experience.

• Apple Certified Macintosh Technician Certification or equivalent experience.

• Dell Support Technician or equivalent experience.

• Ability to pass vendor repair and support certifications.

Other Skills & Abilities Reqd

• Ability to create professional-looking business documents, including technical system overviews for non-technical audiences, technical documentation for relevant systems, ‘how-to’ documents for customer consumption, and troubleshooting documents for lower-level technical staff.

• Familiarity with basic scripting techniques as they relate to increasing efficient of technical systems maintenance.

• Ability to create and maintain positive relationships with co-workers, customers, and vendors.

• Ability to serve as a ‘coach’ for other staff in an effort to increase technical knowledge transfer.

• Must possess excellent interpersonal, communications, and customer service skills.

Other Attachments

You may upload other attachments (Transcripts, Portfolios, Writing samples) in the “My Activities” tab of your profile.