at DEPAUL UNIVERSITY in Chicago, Illinois, United States
Job Description
DePaul University
Technical Support Specialist (On-site)Loop CampusJob DescriptionThe Highlights: Under general direction, provides support for PC, Apple, and server applications. Provides first/second contact support after initial investigation; handles issues that are not initially resolved by making appointments for on-site support. Uses a combination of on-site/in-person and remote control support utilities with a heavy emphasis on on-site/in-person support. Diagnoses hardware issues on DePaul supported equipment and orders parts to complete repairs, or arranges with 3rd party services as appropriate. Interacts with multiple internal departments, including network services, software systems engineering, and/or applications development to restore service and/or identify and correct core problems. Assists other areas of IS especially Lab support team with field-related diagnosis and support.
What You'll Do:
- Under general direction, acts as single point of contact for customer requests for assistance with all DePaul supported applications, operating systems, hardware, and voice/data network services. Supports PC and Apple ecosystems equally. Meets predefined service level agreements. Provides accurate, clear, and timely updates in the help ticket system for all customer interactions. Works with and assists other IS and non-IS technical groups and vendor partners to resolve issues as necessary.
- Documents customer issues in the ticketing system in a clear and detailed manner following established standards. Creates and maintains technical documentation on any supported systems and services for the purpose of knowledge sharing and skill transfer.
- Participates in and may lead group, division, and enterprise-wide projects as needed.
- Performs other duties as assigned.
What You'll Need:
- BA/BS in computer science or related field preferred.
- 2+ years relevant experience required.
- Must be able to troubleshoot technical problems of intermediate to high complexity.
- Very strong customer service skills required. Ability to stay professional and patient with customers is essential.
- Excellent analytical and problem solving skills required. Ability to troubleshoot effectively, including non-standard applications.
- Working knowledge of the university's structure and departments is necessary within 6 months of employment.
- CompTIA A+ Certification or equivalent experience required. Apple Certified Macintosh Technician
- Certification or equivalent experience required.
- Must be able to create professional-looking technical and business documents, including technical system overviews for non-technical audiences, technical documentation for relevant systems, ‘how-to’ documents for customer consumption, and troubleshooting documents for lower-level technical staff.
- Should be familiar with basic scripting techniques as they relate to increasing efficient of technical systems maintenance.
- Must be able to create and maintain positive relationships with co-workers, customers, and vendors.
- Must be able to serve as a ‘coach’ for other staff in an effort to increase technical knowledge transfer.
- Must possess excellent interpersonal, communications, and customer service skills.
- High degree of expertise in all DePaul University supported Mac and Window based so
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DePaul University is an Equal Opportunity Employer and does not discriminate against any applicants for employment based on their race, color, religion, sex (including pregnancy, sexual orientation, or gender identity), national origin, age, physical or mental disability, genetic information, veteran status, uniformed service member status, or any other status protected by law.
