IT User Support Specialist 1

Responsibilities

• Provide in-person, phone, and email support to users of supported departments.
• Keep ticketing system up-to-date with the status off all support requests.
• Keep inventory system up-to-date with all deployed computing asset information.
• Stay abreast of current University, BSD, and Hospital security policies being enforced and ensure supported users and devices are compliant.
• Research, recommend, and order software and hardware requested by faculty and staff of supported departments.
• Configure applications and endpoints to access university systems and resources.
• Recognizes the importance of computer and data security and will work with faculty and staff on adhering to the security standards of the organization.
• Provides support to end users in problem resolution for both Windows and Apple systems.
• Guides end users through troubleshooting procedures.
• Performs upgrades to hardware and software.
• Supports printing and other peripheral computing devices.
• Shares phone duties with other team members both during the day and scheduled off-hours rotation.
• Performs set-up, installation, and configuration of desktop hardware and software in compliance with internal controls, policies, and standards.
• Under the general direction of service desk management, the Service Desk Support Specialist provides Tier 1 support, acting as the first level of contact for all IT issues.
• Provides technical support and advice to members of the University community.
• Provides technical and customer support primarily via phone, live chat, walk-up, email, and web submittal.
• Support includes email accounts, connectivity issues, operating system problems, spyware/virus removal; as well as support for various enterprise applications and a variety of desktop software packages.
• Writes support documents for common problems and questions to be maintained in the IT Services Knowledge Base.
• Tracks issues to resolution updating the internal knowledgebase and/or communicating findings with relevant business units.
• Follows workflows for escalations when escalating problems to appropriate support groups through the IT service management system.
• Escalates more involved incidents to the appropriate service owner or problem manager.
• Combines related incidents that have become problems and address or escalate those holistically.
• Updates daily status reports and shift handover reports.
• Acts as a liaison between customers and technical escalation teams by coordinating installation and maintenance services.
• Maintains communications with customers during the problem resolution process.
• Provides a single view to the organization for information technology related questions, requests, and problems.
• Follows proper standard operating procedures.
• Performs other related work as needed.

Minimum Qualifications

Education: Minimum requirements include vocational training, apprenticeships or the equivalent experience in related field (not typically required to have a four-year degree). Work Experience: Minimum requirements include knowledge and skills developed through 2-5 years of work experience in a related job discipline.

Preferred Qualifications

Education: Associate's degree or higher in a related technical area OR two years of equivalent technical training/experience. Experience: Fundamental understanding of hardware and software installation and troubleshooting in a desktop computing environment. Familiarity with network connectivity and ability to troubleshoot connectivity problems. Understanding of Microsoft Office Suite, email clients, and browsers.

Preferred Competencies

• Excellent listening skills with the ability to empathize and focus on client service.
• Ability to communicate technical information to a non-technical audience in a clear and coherent manner.
• Ability to maintain confidentiality/discretion at all times.
• Ability to identify opportunities for use of solutions to improve support effectiveness.

Working Conditions: Office Environment.