Technical Support Specialist

Valparaiso University; Valparaiso (IN); On-site; USD 40,000 - 65,000; Full time

Job summary

Valparaiso University is seeking a Technical Support Specialist to provide tier 2 troubleshooting for campus users, covering PCs, Macs, and AV equipment. You will diagnose issues, reinstall and configure hardware and software, and document steps for future reference.

The role requires strong communication and customer service skills, plus familiarity with file servers, networking, and Active Directory. Candidates should be able to work both remotely and in person to support a diverse campus

Qualifications

• Bachelor's degree and 1+ years of experience in a technical support role.
• Strong communication and customer service skills are essential.
• Familiarity with file servers, networking and Active Directory is a plus.
• Willingness to work under pressure and support diverse campus populations.

Responsibilities

• Troubleshooting and general customer support for campus users (in-person, ticket, phone, or remote).
• Record and document requests with the ticketing system and track inventory; create how-to guides.
• Assist in training student staff and users to improve confidence in campus technology.

Skills

PCs and Macs troubleshooting

Communication

Customer service

Active Directory

Networking

File servers

Education

Bachelor's degree

Job description

The Technical Support Specialist provides technical troubleshooting and problem resolution for the entire campus community by utilizing specialized technical knowledge, strong communication and customer service skills. This position provides support for computer hardware, software, audio/visual equipment as well as card service equipment, when needed. Candidates for this position should be able to provide both remote and in-person support to meet the diverse needs of our campus.

Major Responsibilities:

• * 70%- Troubleshooting and general customer support. Whether in-person, in a ticket, over the phone or through remote access, provide tier 2 support for technical issues seen by campus community members. This includes properly diagnosing and resolving issues, providing reinstallations, configurations and/or replacement of problematic equipment, all within a timely manner in accordance with the standard and expectations developed by the department.
• * 20%- Records and documentation. Use a provided ticketing system to track requests, communicate with customers and prioritize work while being sure to track inventory appropriately. This includes documentation of all processes as work is completed on a customer ticket as well as creating how-to documentation that users can refer back to as needed on common issues.
• * 10%- Training. Whether assisting in the training of the student staff in the IT department or teaching users how to use campus systems, this position will need to work closely with others to improve their confidence in using university technology to improve their work processes.

Required Knowledge and Skills:

High School/ Equivalent (Bachelor's degree or equivalent of work experience - preferred)

A successful candidate in this role must be able to provide level 2 technical support to the campus community by having a strong understanding of PCs and Macs as to troubleshoot and run diagnostics for both operating systems. Strong communication and customer service skills are a must as is the willingness to learn new, develop and document new systems and processes. Additionally, familiarity with file servers, networking and Active Directory are a plus. Candidates should have a Bachelor’s degree and one or more years of experience in a technical support role, experience in high education or academic environment a plus.

Other Qualifications:

Candidates for this position must be willing to work under pressure and maintain knowledge of ever-changing systems and technologies. Additionally, we work with a diverse population of people with varying degrees of knowledge and confidence in technology. Being able to build relationships with campus departments, the student staff in the department and being able to support those working off campus, is important to the success of the university’s operations.

All offers of employment with Valparaiso University are contingent upon the clear results of a thorough background check. Background checks may include criminal history, motor vehicle reports, prior employment verification, and personal/professional references. If applicable to the position, they will also include credit history. Background checks will be conducted on all final candidates for employment.