Technical Support Specialist

01 Philadelphia College of Osteopathic Medicine; United States; On-site; USD 59,773,000 - 63,370,000; Full time

Job summary

Philadelphia College of Osteopathic Medicine (PCOM) seeks a Technical Support Specialist to maintain PCOM hardware, software, and network access for students and staff. The role includes on-site and remote support, training, and creating procedural materials.

Responsibilities span troubleshooting, installations, audits, and report generation, with a focus on delivering quality end-user support across campus locations.

Qualifications

• Three years of technical support experience in a multi-location environment.
• Strong consultation and customer service orientation.
• Proven ability to manage multiple projects and priorities.

Responsibilities

• Provide technical assistance and troubleshooting for PCOM hardware and software to students and staff via phone, videoconference, or in person.
• Perform installations and maintenance of desktops, laptops, printers, and networked applications.
• Audit hardware/software operability and work with vendors/receivers to resolve issues.
• Train end users and contribute to policies, procedures, and disaster recovery materials.
• Prepare reports and distributions for stakeholders.

Skills

Technical support

Customer service

Communication

Project management

Analytical thinking

Google Workspace

Microsoft 365

TCP/IP & LDAP

Active Directory

CompTIA A+

CompTIA Network+

Education

Bachelor’s Degree in information systems or computer science

Tools

Google Workspace

Microsoft 365

Job description

Job Title: Technical Support Specialist Department: ITS - Service Desk (Jonathan Pentecost) FLSA: United States of America (Non-Exempt) Location: Moultrie Campus

JOB SUMMARY

The technical support specialist is responsible for maintaining PCOM hardware and software, including desktops, laptops, peripherals, operating systems, and access to network and local applications, in accordance with PCOM’s operational standards and end user requirements. The incumbent assists staff and students with technical and network access issues they may encounter while using technology on campus and remotely. The incumbent is required to work variable eight-hour shifts or on-call work schedules.

JOB DESCRIPTION

The successful incumbent will perform the following duties, with or without reasonable accommodations: Provide technical assistance and troubleshooting on PCOM-issued equipment to students and staff in assigned departments or functional areas, or in general, by various modes, including phone, videoconference, or in person. Perform scheduled and ad hoc installations and maintenance of PCOM-approved hardware and software, including but not limited to, desktops, laptops, workstations, printers, operating systems, and networked and approved local applications. Perform scheduled and ad hoc audits of hardware and software operability; collaborate with other team members, vendors, and third party service providers, as appropriate, to resolve issues. Train end users on the use of technical equipment, including approved hardware and software applications; participate in departmental training activities. Assist with compiling information for and drafting departmental policies and procedures, including but not limited to quality review, business interruption, and disaster recovery manuals. Maintain knowledge of trends, best practices, and new and emerging hardware and software technology developments; apply knowledge to recommend and implement changes in policies, procedures, and technology training plans, as appropriate. Collect and compile information and statistics related to technology use; assist with the preparation and distribution of reports to stakeholders. Compile and distribute regular and ad hoc reports

REQUIRED SKILLS AND EXPERIENCE

Minimum of three years’ experience in a technical support role, including in the areas of desktop and applications support, preferably in a multi-location organization. Demonstrated consultation skills. Strong project management skills, including managing scope of work; ability to manage multiple projects and priorities simultaneously towards achieving desired outcomes. Strong customer service orientation. Strong communication skills, including interpersonal, verbal, and written. Strong analytical and critical thinking skills. Proficiency with word processing, email, and virtual meeting applications, preferably on the Google Workspace or Microsoft 365 platforms.. Proficiency in Internet protocols and standards, such as TCP/IP and LDAP, preferred. Practical knowledge of Active Directory, Group Policy, SCCM, MDT, LAN/WAN, and mobile device technology, preferred. Current CompTIA A+ and CompTIA Network+ certifications, preferred.

EDUCATION AND CERTIFICATIONS

Bachelor’s Degree in an applied technology area, such as information systems or computer science.

PHYSICAL REQUIREMENTS

Ability to view computer screens for extended periods, up to eight hours per day. Manual dexterity and mobility to use personal computers and other office equipment. Ability to sit or stand for prolonged periods.

STARTING SALARY

Starting Salary: $20.86/hr

The referenced salary range is based on PCOM good faith belief at the time of posting. Actual compensation may vary based on factors such as geographic location, work experience, market conditions, education/training and skill level.

PCOM offers a total rewards package that supports our employees' health, life, career and retirement.

PCOM prohibits discrimination on the basis of age, race, sex, color, gender, gender identity and expression, national origin, ethnicity, ancestry, sexual orientation, religion, creed, disability, genetic information, marital status, pregnancy, military and military veteran status or any other legally protected class status in all its programs, activities, and employment practices.

At Philadelphia College of Osteopathic Medicine, you will be part of a community of caring, professional and committed individuals who focus on making the PCOM experience the best possible for our students.

Our dedication to academic and institutional excellence drives everything we do.

As a PCOM employee at our Philadelphia, PA Suwanee, GA or Moultrie, GA locations, you can make a meaningful contribution to the continued success and improvement of the College.

At PCOM, you can become part of our rich heritage, enjoy a competitive compensation and benefits package, and take advantage of opportunities for professional and personal growth.

Philadelphia College of Osteopathic Medicine (PCOM) is an equal opportunity employer.

PCOM prohibits discrimination on the basis of age, race, sex, color, gender, gender identity and expression, national origin, ethnicity, ancestry, sexual orientation, religion, creed, disability, genetic information, marital status, pregnancy, military and military veteran status or any other legally protected class status in all its programs, activities, and employment practices.

PCOM provides reasonable accommodations to individuals with ADA qualifying disabilities who need assistance in completing the online application and/or the hiring process due to their diagnosed disability.

Please email the PCOM Equal Opportunity and Access Manager (Title IX Coordinator) at [e-mail] or call 215-871-6528 to begin the disability accommodation process. Reasonable accommodation requests are reviewed on a case‑based basis.