Technical Support Specialist

Benefits

Additional Information

The Technical Support Specialist's role is to provide a single point of contact for end-users to receive support and maintenance within the University's technology and technical equipment environment. This includes installing, diagnosing, repairing, maintaining, training, and upgrading technical hardware and equipment to ensure optimal performance. The Specialist will also troubleshoot problem areas/equipment (in person, by telephone, remote control, via communication platforms including Zoom and Microsoft Teams, or via e-mail) in a timely and accurate fashion, and provide end-user assistance where required. This position is responsible for providing support to multiple campus centers across the country for all staff and faculty, and others from Parkville Campus, including users working from home or in hybrid environments, as well as university-related issues for students. The role requires on-campus presence at the Parkville Campus at least 4 days per week, with flexibility for remote support as appropriate. Position Accountabilities Note: Hardware consists of Windows or Apple computers, printers, monitors, tablets and/or smartphones, and A/V equipment including projectors, screens, TVs, microphones, and speakers. Customer Support - Perform on-site and/or remote installation, configuration, maintenance, monitoring, analysis, diagnosis, and resolution of complex technical problems for end-users, and recommend and implement corrective solutions, including off-site repair or coordination for remote/hybrid users as needed, for hardware and software owned by Park University. This includes modern endpoint management practices, device provisioning, and support for cloud-integrated systems. Receive and respond to incoming calls, email, chat, Teams/Zoom sessions, and/or face-to-face regarding technology problems within the service level agreement (SLA). Communicate fully with end users on status of support requests and completion, and log fully within the ticketing system. Hardware support - Install and configure computer hardware, operating systems, and applications. Perform system reimaging procedures of computer systems. Replace hardware parts as required. Assist with recovery, secure data wiping, and environmentally responsible disposal of aging or end-of-life equipment. Maintain accurate records of hardware assignment, lifecycle, and inventory using existing tracking systems or tools. Provide support for event, classroom, and instructional technologies, including but not limited to projectors, interactive displays/TV screens, audio/visual systems, document cameras, lecture capture devices, and related AV integration. Department operations - Prioritize and manage many open cases at one time. Maintain strict confidentiality (e.g. passwords and other system security features) for the purpose of ensuring University and end user security. Follow diagrams and written instructions to repair a fault or set up a system. Handle check-in/check-out system of AV equipment for events and/or special requests, including testing and inventory of items before and after. Collaboration - Collaborate with network administrators, system administrators, and other IT staff to ensure efficient operation of the University's hardware computing environment and administer and resolve issues with associated end-user workstation and classroom networking/AV issues. If necessary, liaise with third-party support vendors. Participate in major projects (i.e., deployment of mass new hardware, supporting hybrid work initiatives, or rolling out new applications). Support multiple campus centers around the country and users working from home by phone, e-mail, virtual applications (e.g., remote desktop/tools), Teams/Zoom, and/or face-to-face. Training and development - Provide technical training to staff and faculty on hardware and software as needed and if training is supported. Conduct research on technology products in support of procurement and development efforts. Evaluate and recommend products for purchase. Assist in developing long-term strategies and capacity planning for meeting future hardware, software, and other needs. Assist in writing technical specifications and develop user manuals for end-user products. Create, maintain, and update Solution Articles/Knowledge Base entries in the support portal to empower self-service and reduce repeat tickets. Reporting and documenting - Document detailed processes of jobs and/or audits of new or reimaged hardware in the ticketing system. Assist in preparing, maintaining, and upholding procedures for logging, reporting, and statistically monitoring computer operations. Accurately document instances of hardware failure, repair, installation, and removal. Provide support, including procedural documentation and relevant reports. Update and maintain Solution Articles in the support portal. Update and maintain records in the Device Management system (e.g., endpoint/MDM/UEM tools) for accurate trac