Under the direction of the Director of Technical Support Services, responds to and resolves a wide range of technical issues by demonstrating sound judgment, and using an understanding of systems, software and basic IT procedures and protocol.
Primary/Principal Responsibilities:
End User Support
Responds to end users and resolves computer hardware and/or software problems in a timely and professional manner by diagnosing and troubleshooting software, network connections/devices, and hardware failures. Specialists create or are assigned incidents or requests using ITS (Service Now) ticketing system. May involve own research to resolve or escalate to a Senior Specialist. Documents procedures and solutions in the Service Now knowledge base. Follows-up with end users to ensure incidents are resolved and recorded in ticketing system.
Provide support during system failures and IT security emergencies by disabling access or a variety of solutions to address the incident.
Resets end user passwords to all University systems (Duo mobile, Active Directory, Suffolk email, Colleague, ect.) following ITS protocol.
Provides service desk coverage by responding to phone calls, answering the service desk email and managing walk-in incident reporting or requests.
Provides support during student related academic year events such as orientation, move in day, mid-term, final exams and graduation. Also provides support to faculty to ensure equipment and software needs for courses are met and classrooms are equipped.
Works collaboratively with Tech Support team on all Administrative and Academic department's computing needs.
Routine maintenance
Configure and manage hardware using MECM, deploy all computing hardware and work with users on individual application configurations
Takes obsolete equipment out of service and record asset disposal using established systems.
Ensures department has accurate and complete information regarding computer hardware inventory by using template to update inventory.
Special projects
Support the IT department's initiatives by participating in team projects that enhance the quality or efficiency of the Tech Support Team. Support other duties as assigned.
Requirements/Qualifications:
• Two to four years of experience or Bachelor's degree in computer science or related field in lieu of experience.
• Strong computer skills and systems knowledge including MS Windows, MAC OS, Email, Web Browsers and Microsoft Office (Word, Excel Outlook), imaging, and antivirus applications is required.
• Excellent written and oral communication skills.
• Must be committed to providing the highest level of customer service and responsiveness.
• Demonstrated experience working in a high volume, deadline oriented customer focused environment.
• Proven ability to work independently and as part of a team.
• Ability to act as mentor to Level 1 IT support team.
• Must be creative and proactive. Must have ability to manage multiple projects simultaneously and handle difficult, stressful situations.
• Must be able to lift, bend and move computer and printer equipment.
• Standard hours of this position are 8:45am to 4:45 pm, M-F. May require flexibility with schedule to meeting department needs.
Suffolk University does not discriminate against any person on the basis of race, color, national origin, ancestry, religious creed, sex, gender identity, sexual orientation, marital status, disability, age, genetic information, or status as a veteran in admission to, access to, treatment in, or employment in its programs, activities, or employment. Suffolk University is an affirmative action, equal opportunity employer. The University is dedicated to the goal of building a diverse and inclusive faculty and staff that reflect the broad range of human experience who contribute to the robust exchange of ideas on campus, and who are committed to teaching and working in a diverse environment. We strongly encourage applications from groups historically marginalized or underrepresented because of race/color, gender, religious creed, disability, national origin, veteran status or LGBTQ status. Suffolk University is especially interested in candidates who, through their training, service and experience, will contribute to the diversity and excellence of the University community.