Technical Support Specialist (Hybrid)
Technical Support Specialist (Hybrid)
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Job Description
Position Summary:
The Technical Support Specialist at Vanderbilt University is tasked with addressing moderately complex technical challenges faced by the university community. This position plays a critical role in providing effective resolutions primarily through remote support. The specialist possesses a deep understanding of the universitys software and hardware systems enabling them to educate users on functionality and effectively troubleshoot diverse technical issues. By actively contributing to documentation efforts and engaging in collaborative initiatives this role ensures that support processes are optimized to meet the specific needs of faculty staff and students in both remote and on-site environments.
About the Work Unit:
Vanderbilt University Information Technology is a human-centric organization that advances our university by delivering innovative solutions and frictionless experiences through collaboration.
Key Functions and Expected Performance:
Technical Support and Troubleshooting
- Provide timely and effective remote support for moderately complex technical issues related to software hardware and network functionality.
- Conduct in-person consultations for walk-ins and scheduled appointments offering hands-on assistance when needed.
User Education and Guidance
- Educate users on system functionality guiding them through proper usage and best practices to enhance their experience with university technology.
- Create and deliver user training materials and resources to facilitate a better understanding of available tools.
Documentation and Process Improvement
- Contribute to the development and maintenance of a comprehensive knowledge base by documenting common issues solutions and troubleshooting procedures.
- Identify areas for process improvement and collaborate with team members to refine support methodologies for more efficient service delivery.
Collaboration and Team Support
- Engage in knowledge sharing and collaborative problem-solving with team members to address escalated technical challenges.
- Participate in training and mentoring junior staff fostering a team-oriented environment that promotes continuous learning.
Customer Relationship Management
- Maintain effective communication with faculty staff and students ensuring a high level of customer satisfaction through responsive and personalized support.
- Gather user feedback to inform ongoing improvements to support services and technology resources.
On-call Responsibilities:
The position includes rotating on-call duties for after-hours incident response and requests.
Supervisory Relationships:
This position does not have supervisory responsibility. This position reports administratively and functionally to the Lead Technical Support Specialist.
Education and Certifications:
- High school diploma or equivalent is necessary
- A bachelors degree in Computer Science Information Technology or a related field is preferred
- Relevant certifications such as CompTIA A Network or equivalent qualifications are preferred
Experience and Skills:
- 3-4 years of experience in technical support or a related field is necessary
- Experience with remote support tools and ticketing systems is necessary
- Demonstrated commitment to VUITs Guiding Principles is necessary
- Strong knowledge of operating systems (Windows macOS Linux) commonly used software applications and networking principles is necessary
- Excellent problem-solving skills with the ability to diagnose and resolve technical issues efficiently are necessary
- Strong communication skills both verbal and written for effective interaction with a diverse user population are necessary
- Demonstrated ability to work independently and as part of a team with a focus on collaboration and customer service 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.
- Bias-to-Action- VUIT is seen as a changemaker by exhibiting a decisive self-starter take-action 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 non-verbal) 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
