Technical Support Specialist

Dynamic Campus; Tiffin (OH); On-site; USD 42,000 - 54,000; Full time

Job summary

Tiffin University is seeking a Technical Support Specialist to manage day-to-day desktop operations for students, faculty, and staff across PCs, laptops, printers, and network peripherals.

The role covers Help Desk, training, desktop software support, OS imaging, and asset inventory. It requires strong customer service, collaboration with vendors, and the ability to work in a dynamic campus environment.

Qualifications

• Associate's degree in computer science, information technologies or related field.
• Prior experience in customer support services.
• Excellent end-user orientation and customer service skills.
• Experience with Help Desk ticketing systems and workflows.
• Strong troubleshooting methodology.
• Excellent written and verbal communication skills.
• Able to work flexible hours.
• Ability to lift up to 50 lbs. and work in tight spaces.
• Experience with classroom A/V tech is a plus.

Responsibilities

• Provide strong desktop technical service with customer service orientation.
• Receive, process and respond to Help Desk tickets.
• Troubleshoot desktop hardware and software issues.
• Support Help Desk, Desktop Technology, and Lab/Classroom Technology areas.
• Follow best practices to protect and recover end-user data.
• Collaborate with vendors for problem resolution.
• Understand Windows OS versions and imaging technologies.
• Add/remove computers to/from a network domain.
• Assist customers in using hardware and software effectively.
• Assist with rollout of new PCs and peripherals per schedules.
• Complete and maintain pertinent paperwork and documentation.

Skills

Customer support

Help Desk

Ticketing systems

End user support

Education

Associate's degree in computer science or related field

Job description

Technical Support Specialist | Tiffin University | Tiffin, OH

At our partner institution at Tiffin University, the Technical Support Specialist is responsible for the day-to-day operation of the organization's computer desktop, laptops, printers, and other network peripherals. The Technical Support Specialist is also responsible for providing support services to all users to gain full benefit from the organization's investment in information technology and services. Support services include Help Desk, Training, Desktop Applications Software support, Desktop Operating System Support, and equipment and software inventory management. Hours of operation are Monday - Friday, 8:00 am - 5:00 pm. Hours may vary.

Responsibilities

• Provide strong desktop technical service with a customer service orientation
• Receive, process and respond to Help Desk tickets received from web submissions and direct telephone calls
• Effectively troubleshoot and solve desktop hardware and software issues
• Support Help Desk, Desktop Technology, and Lab/Classroom Technology functional areas
• Follow best practices to ensure end user data is protected and recoverable
• When necessary, work in concert with software and hardware vendors for problem resolution
• Thoroughly understand multiple versions of the Windows desktop operating system as well as patch and imaging technologies
• Add and remove computers to and from a network domain
• Help customers use both hardware and software products effectively
• Assist with rollout of new PCs, laptops, printers, etc. in accordance with applicable replacement schedules and associated licensing
• Complete, maintain, and process pertinent paperwork, records and documentation

Requirements

• Associate's degree in computer science, Information Technologies or related field, or an equivalent combination of experience, education, and training
• Prior experience in Customer Support Services
• Display strong end user orientation, and support customer service skills
• Experience with Help Desk ticketing systems and customer service workflow
• Strong understanding of technical troubleshooting methodology
• Demonstrate excellence in teamwork, as well as excellent oral, written and interpersonal communication skills
• Ability to work a flexible schedule as needed
• Orientation to detail and thorough documentation
• Ability to work with a range of technical staff to develop joint solutions
• May need to be able to lift 50 lbs. as needed to move equipment
• Willing to use a ladder or crawl under desks and tight spaces for troubleshooting equipment, cabling, projectors, etc.
• Must be able to sit for long periods at a time and stand for long periods at a time
• Experience with classroom A/V technology a plus