Technical Support Specialist II – Student & Faculty Tech Help

Experience Champaign Urbana

Champaign (IL)

On-site

USD 42,000 - 56,000

Full time

14 days+

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Job summary

Parkland College in Champaign, IL is seeking a Technical Support Assistant II to respond to inquiries via phone, email, and in person, ensuring high customer satisfaction. The role includes resolving technical issues, implementing hardware/software solutions, documenting resolutions, and collaborating with faculty, staff, and students.

Responsibilities extend to hardware inventory and acting as a stand-in for part-time staff when needed, with opportunities to mentor new personnel.

Qualifications

Associate degree in a related field or combination of education and experience supporting Windows and Mac platforms.
Knowledge of hardware and software related to a technical support environment.
Verbal and mathematical abilities sufficient to produce correspondence, communicate effectively, and perform support duties.
Good verbal and written communication skills, as well as the ability to provide excellent customer service to a diverse population.

Responsibilities

Respond to user requests for assistance or information, submitted via phone, email and in person, while maintaining a high level of customer satisfaction.
Resolve technical problems and/or suggest solutions.
Carry out procedures involved in hardware/software implementation.
Document processes and problem resolutions.
Communicate with faculty, staff, and students, as well as other technical support professionals in the department.
Work with other members of support team to assess processes and procedures, recommend improvements, and assist with implementation.
Inventory computer hardware.
Technical Support Assistant II's are given more responsibility and may act as a stand-in for full-time staff on a temporary, as‑needed basis, as well as mentor new part‑time staff.
Other duties as assigned.