Asst Tech Support Specialist

Temple University; Philadelphia (Philadelphia County); On-site; USD 36,000 - 50,000; Full time

Benefits offered by this job

Full medical coverage

Dental coverage

Vision coverage

Paid time off

12 paid holidays

Tuition remission - eligible employees

Job summary

Temple University’s Telecommunications Department is seeking an Assistant Technology Support Specialist to serve as the first point of contact for technical inquiries from students, faculty, staff and guests. The role emphasizes strong customer service, basic PC/Mac troubleshooting, and documenting issues in detailed support tickets.

The position is on-site, typically five days a week during Fall and Spring semesters, with some variation during summer. Salary range is $35,600 to $50,000.

Qualifications

• Associate's degree or equivalent experience.
• Minimum one year of related technical experience.
• Experience with troubleshooting and customer service.
• Experience with POS ticket management systems.

Responsibilities

• Provide high-quality customer service and technical support as first contact.
• Collect information and troubleshoot issues by phone, in person, or online.
• Document interactions in detailed support tickets.
• Greet walk-in clients and assist with Owlcard Services.
• Route requests to appropriate support queues and review documentation for accuracy.
• Participate in testing and evaluation of new platforms as needed.
• Hours: Monday–Friday 8am–5pm during Fall/Spring; varies in summer.

Skills

Customer service

Troubleshooting

Microsoft Office

Communication

Phone support

POS systems

Education

Associate's degree

Tools

Ticketing systems

Job description

Temple University's Telecommunications Department is searching for an Assistant Technology Support Specialist! Become a part of the Temple family and you will have access to the following:

Full medical, dental, vision coverage Paid time off 12 Paid Holidays Tuition remission - eligible employees and their dependents can obtain a degree TUITION FREE A generous retirement plan and so much more!

Salary Range: $35,600 - $50,000 A variety of important factors are reviewed by HR when considering salary, including job duties, the applicant’s education and experience, all relevant internal equity considerations, department budget, and funding source.

Position Summary Under supervision the Assistant Technology Support Specialist provides high-quality customer service and computer-related technical support as the initial point of contact for support related inquiries from the Temple community including but not limited to students, faculty, staff, parents and guests. Primary responsibilities include utilizing excellent customer service and technical skills while collecting essential information and troubleshooting reported issues by phone, in person or electronically. Interactions must be documented in detailed support tickets as assigned. This role also includes administrative duties including greeting and checking in walk-in clients and assisting with Owlcard Services at the Technology Support Center. This person will ensure that calls/requests for assistance received through assigned call center queues are answered and documented. The ideal candidate will utilize top notch customer service skills to collect and document caller inquiries and route to appropriate support queues as assigned. As needed, they may review documentation for correctness prior to release to supported university constituents or actively participate in the testing and evaluation of applications for upcoming new platforms as assigned. This position is primarily a five-day position during the Fall and Spring semesters, typically covering Mondays through Fridays 8 a.m. – 5 p.m. During high-volume periods, summer sessions, and intersessions, hours/days may vary; flexibility is required. Performs other duties as assigned.

Job Details

• This position requires the following background checks: Cash Handling and Personally Identifiable Identifiable Information background check.
• This position is 100% On-Site Required.
• Associate's degree
• At least one year of directly related technical experience.
• Experience with technical troubleshooting, customer service, and/or POS ticket management systems.
• An equivalent combination of education and experience may be considered.

Required Skills and Abilities

• Knowledge of PC and MAC configuration, troubleshooting and software installation.
• Working knowledge of Microsoft Office Suite, including Word, Excel, PowerPoint, Outlook, Teams, and basic related hardware.
• Familiarity with mobile operating systems.
• Outstanding customer service, in-person and telephone skills, along with the ability to interact with a diverse group of students, faculty, and staff.
• Ability to interact with others through both oral and written communications.
• Excellent analytical skills along with demonstrated keyboarding and writing skills.
• Ability to utilize a digital camera and printing hardware upon appropriate training.
• Working knowledge of use of computers and basic related hardware.
• Ability to work evenings and/or weekends as needed.

Temple University is committed to a policy of equal opportunity for all in every aspect of its operations, including employment, service, and educational programs. The University has pledged not to discriminate on the basis of age, color, disability, marital status, national origin or ethnic origin, race, religion, sex (including pregnancy), sexual orientation, gender identity, genetic information or veteran status.

Compliance Statement: In the performance of their functions as detailed in the position description employees have an obligation to avoid ethical, legal, financial and other conflicts of interest to ensure that their actions and outside activities do not conflict with their primary employment responsibilities at the institution. Employees are also expected to understand and be in compliance with applicable laws, University and employment policies and regulations, including NCAA regulations for areas and departments which their essential functions cause them to interact.

Temple University’s Annual Security and Fire Safety Report contains statistics, policies, and procedures related to campus safety. Go here to review: https://safety.temple.edu/reports-logs/annual-security-report You may request a copy of the report by calling Temple University’s Department of Public Safety at 215-204-7900