Technical Support Specialist I

Western University of Health Sciences
June 12, 2023
Offerd Salary:$26.29
Working address:N/A
Contract Type:Open-ended
Working Time:Full time
Working type:N/A
Ref info:N/A
Posting Details

Pay Transparency Act: Western University of Health Sciences is required to provide a reasonable estimate of the compensation range for this role. This range takes into account the wide range of factors that are considered in making compensation decisions including but not limited to experience, skills, knowledge, abilities, education, licensure and certifications, and other business and organizational needs. It is not typical for an individual to be offered a salary at or near the top of the range for a position. Salary offers are determined based on final candidate qualifications and experience. The full salary range for this position is defined as the Full Pay Range. The budgeted salary or hourly range that the University reasonably expects to pay for this position defined as the Expected Pay Scale. Placement within the Expected Pay Scale is determined by internal equity, and relevant qualifications.

Classification Series Details

Function Information Technology

Family Tech Support Classification Series Title Technician

Full Salary Range

Minimum $26.29

Maximum $27.42

Expected Pay Scale

Minimum $26.29

Maximum $27.42

Posting Details

Posting Number S01286

Position Title Technical Support Specialist I Position Status Full-time Campus Western University Campus-Pomona, CA Department 4303-User Support Services Job Summary

The Technical Support Specialist I manages first level software/hardware technical support requests via phone, e-mail, and web page forms.

Responsibilities will include overseeing the effective and timely response to all requests maintained within the university service requests application within established Service Level Agreement (SLAs). Problem resolution may involve the use of diagnostic and help request tracking tools, as well as require that the individual give hands-on help.

Additional responsibilities will include working with the Supervisor of Technical Support to improve service response times, deliverables and identify prospective technology training for the WesternU community.

Knowledge, Skills and Abilities

Individuals must possess the knowledge, skills and abilities or be able to explain and demonstrate that the individual can perform the essential functions of the job, with or without reasonable accommodation, using some other combination of skills and abilities.

1. Experience with Microsoft and Apple operating systems, Microsoft Office products and other various software programs.

2. A fundamental understanding of network technology in the context of TCP/IP switched networks.

3. Good working knowledge of computer hardware. Must have the ability to diagnose, troubleshoot and repair hardware related issues.

4. Skill in using various hand tools and proficient in the use of the internet.

5. Good verbal and written communication skills. Must be able to effectively interact with administration, faculty, staff, students, and outside contacts.

6. Ability to provide both in-person or computer-based technology support assistance using remote tools and diagnostic utilities to aid in troubleshooting.

7. Regular attendance, reliability and punctuality.

8. Great time management and organizational skills.

Required Qualifications

Education: Any combination, training or experience equivalent to an Associate of Arts degree in a Science subject or closely related field that provides the required knowledge, skills and abilities. 2. Experience: 1-2 years experience in computer repair and/or customer support.

List comments regarding work hours

This position is primarily onsite in Pomona, CA. Work hours will typically be an 8-hour shift within the hours of 7:30AM and 5:30PM, Monday-Friday. Occasionally, after hours work may be required, including nights and weekends. Occasional or scheduled remote work may be available or required.

Posting Date 05/12/2023 Close Date Open Until Filled Yes Special Instructions to Applicants

Essential Job Duties

Job Duties

Maintain and operate the ticketing system (ITSM)

  • Review received support requests, schedule service responses and provide solution descriptions as necessary into the ITSM.
  • Assist with maintaining support related documentation.
  • Percentage Of Time 30 Job Duties

    Provide support to the University (faculty, staff, alumni, and students)

  • Provides information by answering Helpdesk telephones, logging calls into the ITSM, and handling walk-in or remote support questions from students, faculty and staff.
  • Monitor all approved technical service request queues/channels/email and respond to issues in a timely manner.
  • Percentage Of Time 30 Job Duties

    Provide device support.

  • Provides support and troubleshooting for employee software/applications.
  • Troubleshoot student laptops and install University-owned software.
  • Maintain university laptops and workstations.
  • Percentage Of Time 30 Job Duties


    Although the aforementioned core duties encompass a substantial portion of the role, additional responsibilities may be assigned periodically. In line with a collaborative and cooperative approach, it is anticipated that all employees will contribute to advancing the Information Technology mission at WesternU by staying updated with the latest advancements in information technologies and troubleshooting methodologies.

    Percentage Of Time 10

    Physical Demands

    Physical Demands

    Do the essential functions of this job require lifting? Yes

    If yes, list maximum weight and duration

    The physical demands described here are representative of those that must be met by any employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

    While performing the duties of this job, the employee is frequently required to sit, use hands to manipulate computer keyboard, reach with hands and arms, and talk or hear. The employee is occasionally required to stand, walk, climb, stoop, kneel, or smell. The employee must frequently lift and/or move up to 10 pounds, regularly lift and/or move up to 25 pounds, and occasionally move up to 100 pounds. Specific vision abilities required by this job include close, distance, and color vision, and depth perception.

    Describe Work Environment

    The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

    Duties of the position are normally performed in a typical office setting. While performing the duties of this position the employee is frequently exposed to moving mechanical parts, regularly exposed to the risk of electrical shock, and occasionally exposed to outdoor weather conditions. The noise level in this setting is usually moderate due to working with various office machines.

    Applicant Documents

    Required Documents

  • Resume
  • Optional Documents

  • Cover Letter
  • Letter of Recommendation #1
  • Letter of Recommendation #2
  • Letter of Recommendation #3
  • Additional Applicant Document
  • Supplemental Questions

    Required fields are indicated with an asterisk ().

  • Do you have one or more years of customer service experience?
  • Yes
  • No
  • Please describe your method of teaching yourself new things such as unfamiliar computer applications or new processes.
  • (Open Ended Question)

  • Please describe your level of comfort with working with computers and detail the extent of your experience with working with computers.
  • (Open Ended Question)

  • Do you have a valid driver's license?
  • Yes
  • No
  • How did you hear about this employment opportunity? Please provide the name of the website, individual, or organization.
  • (Open Ended Question)

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