Technical Support Specialist II
Posted
Technical Support Specialist II | Bethel University | St. Paul, MN
At our partner institution at Bethel University
The Technical Support Specialist 2 will be service focused and possess excellent customer service skills. They must provide exceptional end-user support for Technology Services which include network access, e-mail systems, computer and classroom technology, and supported hardware and software applications. The Technical Support Specialist 2 will provide technical computer support that ensures all systems are functional. Provide high-quality customer service including effectively listening and communication skills to ensure understanding of the end-user’s inquiry; keep current with hardware systems and applications used on campus; work on cross-functional IT projects; participate in testing system upgrades and new applications; supervise various duties performed by student workers. Administer, configure, troubleshoot, properly recycle and maintain client desktops, laptops, and audio-visual equipment. Provide support to Technical Support Specialists and Student Workers.
Hours of operation are Monday – Friday, 8:00 am – 5:00 pm. Hours may vary.
In addition, the Technical Support Specialist 2 requires collaborative work with the network and system administrators to ensure IT services are functioning effectively.
Duties and Responsibilities:
At our partner institution at Bethel University
The Technical Support Specialist 2 will be service focused and possess excellent customer service skills. They must provide exceptional end-user support for Technology Services which include network access, e-mail systems, computer and classroom technology, and supported hardware and software applications. The Technical Support Specialist 2 will provide technical computer support that ensures all systems are functional. Provide high-quality customer service including effectively listening and communication skills to ensure understanding of the end-user’s inquiry; keep current with hardware systems and applications used on campus; work on cross-functional IT projects; participate in testing system upgrades and new applications; supervise various duties performed by student workers. Administer, configure, troubleshoot, properly recycle and maintain client desktops, laptops, and audio-visual equipment. Provide support to Technical Support Specialists and Student Workers.
Hours of operation are Monday – Friday, 8:00 am – 5:00 pm. Hours may vary.
In addition, the Technical Support Specialist 2 requires collaborative work with the network and system administrators to ensure IT services are functioning effectively.
Duties and Responsibilities:
- Software installation and upgrades, software troubleshooting, image creation and deployment, and patch maintenance.
- Maintain and develop documentation relative to hardware and software inventory.
- Work with users to analyze, troubleshoot, and repair computer hardware and software.
- Assist users with the use of supported hardware, software and peripherals.
- Assist users with the use of supported audio-visual equipment, e.g., projectors and conferencing equipment.
- Assist with projects and maintenance.
- Provide support for printer and copier related issues.
- Attend and actively participate in regular team meetings.
- Review, input, and update service tickets from the centralized ticketing system.
- Supervise assigned student workers and assist them in completing tasks as required.
- Broad knowledge of troubleshooting procedures and good analytical skills.
- Proficient in all skills, policies, procedures and protocol required to complete assigned tasks.
- Keep abreast of industry technologies to enhance technical skills. Provide feedback and make recommendations for implementation of those technologies that can be effectively applied.
- Maintain a professional attitude and provide excellent customer service at all times, to include maintaining a good work ethic and assisting team members when needed.
- Good interpersonal skills, with a focus on rapport-building, listening, and questioning skills.
- Ability to absorb and retain information quickly.
- Ability to present information in a user-friendly language.
- Self-motivated and directed.
- Ability to effectively prioritize and execute tasks.
- Ability to communicate effectively orally and in writing to internal and external groups of various levels of responsibility.
- Other duties as assigned.
Requirements:
- Minimum Associates degree in Information Technology, Bachelor’s degree in Information Technology preferred or equivalent experience.
- Knowledgeable in Windows 11, Microsoft Office, Hardware and Software troubleshooting techniques, Knowledge of Active Directory, Printers and Print server and Microsoft Outlook are preferred skills.
- Basic experience with network equipment and troubleshooting is a plus.
- Ability to adjust work schedule to business needs
- Must be able to lift 50 lbs. as need to move equipment across the campus environment
- Must be able to sit long periods at a time and or stand long periods at a time
Dynamic Campus Core Values
BE A:
Servant Leader
Team Player
Accountable
Act with the highest integrity
Provide excellent customer service
Find solutions not problems
BE A:
Servant Leader
Team Player
Accountable
Act with the highest integrity
Provide excellent customer service
Find solutions not problems