Information Technology Technical Services Specialist

Position SummaryThe Technical Services Specialist is responsible for creating a positive technology experience for all end users by maximizing the operational readiness of desktops and laptops for university members. The Technical Services Specialist also addresses customer technical issues and requests by troubleshooting or escalating and provides technical support for university-built technology desktop devices and A/V Duties & ResponsibilitiesProvide timely high-quality technical support to faculty staff students and campus partners across university-owned devices applications classrooms A/V equipment and related technology and resolve hardware software network classroom and A/V issues through tickets phone support remote assistance and on-site complex issues appropriately and follow up with users and support teams to ensure timely resolution and incidents requests troubleshooting steps resolutions and recurring issues accurately in the ticketing and contribute to knowledge base articles technical documentation training materials and internal procedures for supported systems and device readiness diagnostics repairs warranty claims loaners inventory peripherals replacement parts and employee computer endpoint protection and data backup tools for client laptops and current knowledge of university systems endpoint technologies supported applications technical processes and relevant technology trends; obtain required vendor with training mentoring and knowledge sharing for graduate assistants interns student workers and team members when with various IT teams and staff on projects urgent issues support programs metrics and service emerging technologies and recommend tools or process improvements that enhance support services and the end-user with departmental communications marketing materials technology research campus events emergencies and cross-department support as duties as Skills Abilities & Other AttributesBachelors degree in computer science information technology or a related technical field preferred2 years work experience in a technical field preferred (where applicable)Experience troubleshooting hardware software and network connectivity issues on laptop/desktop computers (where applicable)Strong customer service de-escalation techniques and problem-solving skills are required with current operating systems and software such as:Current Windows operating system (Knowledge of previous operating systems is a plus)MacOS X most current MacOS Microsoft Office Suite applications for both MacOS and PC operating knowledge and awareness of current internal and external technology advancements and trends are certifications are a desktop and audio-visual experience knowledge and ability to troubleshoot and repair are a organizational planning and documentation sense of responsibility and interpersonal skills for engaging with a diverse community and collaborating effectively on a Working ConditionsMust be available to work occasional weekends evenings and/or holidays as needed to resolve customer issues and maintain operational readiness.