Technical Support Specialist

Valparaiso University; Valparaiso (IN); On-site; USD 42,000 - 65,000; Full time

Job summary

Valparaiso University seeks a Technical Support Specialist to provide tier 2 troubleshooting for campus IT, supporting PCs, Macs, hardware, software, and AV equipment. The role includes remote and in-person assistance, ticketing, and documentation to help users resolve issues quickly.

The candidate should have a Bachelor's degree or equivalent experience, strong communication skills, and experience in technical support within an academic environment is a plus.

Qualifications

• Bachelor’s degree or equivalent work experience; degree preferred.
• 2+ years of technical support in higher education or similar setting is a plus.
• Strong PC/Mac diagnostics, troubleshooting, and good communication skills required.

Responsibilities

• Provide tier 2 technical support for campus issues (in person, ticket, phone, or remote access).
• Document requests and maintain ticketing accuracy; create how-to guides for common issues.
• Assist in training student staff and users on campus systems to improve efficiency.

Education

Bachelor's degree or equivalent work experience

2+ years in technical support

Strong communication and customer service

Tools

Active Directory

File servers

Diagnostics tools

Job description

Position 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.