Technical Support Specialist
Technical Support Specialist
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Not Disclosed
Salary Not Disclosed
1 Vacancy
Job Description
The Technical Support Specialist provides remote and inperson support to the Vanderbilt University community. In addition to handling complex technical issues this specialist actively contributes to team projects participates in training sessions and collaborates with other IT teams to enhance service delivery. They possess a solid understanding of university systems and are adept at resolving a wide range of user concerns efficiently.
About the Work Unit:
Vanderbilt University Information Technology is a humancentric organization that advances our university by delivering innovative solutions and frictionless experiences through collaboration.
Duties and Responsibilities:
Advanced User Support and Troubleshooting:
- Provide comprehensive remote and inperson technical support to students faculty and staff addressing complex issues related to hardware software and university systems.
- Utilize advanced troubleshooting techniques to diagnose and resolve a broad range of technical problems effectively.
Collaboration and Team Contribution:
- Actively participate in team projects aimed at improving support processes and enhancing service delivery within the universitys IT framework.
- Collaborate with other IT teams to resolve a wide range of customer issues.
Training and Development:
- Assist in the development of training materials and documentation to facilitate knowledge transfer.
Documentation and Quality Assurance:
- Maintain detailed and accurate documentation of support interactions troubleshooting steps and resolutions to ensure highquality service continuity.
- Review and update existing support documentation and knowledge base entries to reflect current practices and solutions on a regular basis.
System Improvement and Maintenance:
- Monitor and analyze recurring technical issues to identify opportunities for system improvements and preventative measures.
- Collaborate with senior staff in the implementation of system updates and upgrades ensuring minimal disruption to users.
Oncall Responsibilities:
- The position may have oncall responsibilities which involve being available for afterhours incident response. This includes addressing daily incidents and requests when oncall. Oncall duties are shared with other team members on a rotating schedule.
Supervisory Relationships:
This is an individual contributor position that reports administratively and functionally to the Lead Technical Support Specialist.
Qualifications:
- High school diploma is necessary.
- Associates degree or higher is preferred.
- CompTIA A or similar entrylevel certifications are preferred.
- 2 years of relevant experience in technical support is necessary.
- Proficient understanding of computer hardware software applications and operating systems (Windows macOS and Linux) is necessary.
- Experience with remote support tools and ticketing systems is necessary.
- Strong analytical and problemsolving skills with a keen attention to detail are necessary.
- Excellent communication skills both verbal and written with the ability to effectively convey technical concepts to diverse audiences are necessary.
- A proactive attitude towards continuous learning and professional development within the IT field is necessary.
- Excellent customer service skills demonstrated through a proven track record of resolving issues promptly communicating effectively and consistently exceeding customer expectations is necessary.
- Demonstrated commitment to VUITs Guiding Principles is necessary.
Information Technologys Guiding Principles:
- Trust and Respect VUIT cultivates a community built on trust mutual respect and inclusivity where all members feel valued and supported. We prioritize honesty dignity empathy and a willingness to listen and understand.
- Professionalism VUIT strives to maintain a culture of maturity accountability and integrity to best represent the University and self. Have a sense of humility and poise in your work and daily interactions.
- Collaborate VUIT commits to being inclusive in solution design where we value sharing within and partnering across the university. We are intentional about including our colleagues and preventing silos.
- BiastoAction VUIT is seen as a changemaker by exhibiting a decisive selfstarter takeaction approach with a willingness to make decisions without excessive deliberation. Personal initiative is recognized as a key part of the creative process.
- Communicate Communication (written verbal and nonverbal) within and outside VUIT is open thoughtful welcoming clear proactive concise yet complete always honest and delivered kindly.
- Innovate VUIT pledges to be bold and challenge the status quo by inspiring a culture of creativity that promotes growth and advancement for the university.
- Celebrate Each Other We are intentional in showing appreciation for the work of others by valuing and acknowledging meaningful contributions at all levels of the organization.
- Optimize VUIT will practice continuous and thoughtful optimization of our solutions and services to increase our human and technological capacity. Capacity drives innovation.
Required Experience:
Unclear Seniority
Employment Type
Full-Time
