IT Support Specialist

IT Support Specialist

298100 - Information Technology

Regular

Full-Time, 12 months

No

S0165P

The IT Support Specialist reports to the Director of User Services and provides timely delivery of quality technical support and excellent customer service to internal and external customers. The IT Support Specialist provides technical support for major IT projects across campus. The IT Support Specialist creates and maintains IT support documentation.

• Diagnoses, documents, escalates and resolves IT support tickets 

• Covers IT TAC shift as scheduled by Director Users Services

• Ensures customer service is timely and accurate. 

• Improves customer support by following up with customer queries and complaints.

• Follows ITIL best practices throughout the entire technical support process. 

• Provides reports as requested by the Director of User Services.

• Evaluates new products or services and suggests enhancements. 

• Provides support for major IT projects across campus.

• Executes IT project related tasks. 

• Creates and maintains IT support documentation.

• Focus on assigned tasks to ensure that the IT Help Desk provides superior customer service and technical support to the La Salle University community.

• Coordinates special projects as requested by the Director of Users Services.

• Performs other related duties as assigned.

N/A

• Bachelor’s degree in Computer Science, Information Technology or a related field.

• Three to five years of experience within the field of the position. 

• Demonstrated customer service experience. 

• Exhibit a problem-solving attitude and high-quality technical skills

• Knowledge and understanding of University organizational goals, objectives, policies and procedures. 

• Ability to instruct non-technical users. 

• Excellent oral and written communication skills. 

• Proficient in the use of MS Word, Excel, PowerPoint, Access, internet search software, and function specific databases.

• High comfort level in using technology to optimize workflow and business processes.

• Valid drivers license.

• Knowledge of and commitment to the mission of La Salle University.

• Previous experience working in a higher education environment.

• Hands on experience with ITSM solutions such as Easyvista.

• Knowledge of ITIL at Foundation level or higher.

• Knowledge of technological systems as they apply to instructional, administrative and workplace needs.

• Evening and weekend work may be necessary during peak times including the start of the academic semesters and work on IT projects 

• Local travel may be required to satellite campuses.

• Responsibilities include frequently moving equipment and/or supplies weighing up to 50 pounds across campus.