NEST Support Specialist

Compensation Range:

Position Summary

The NEST Support Specialist provides end-user support for all NEST IT-related Issues.  They are responsible for documenting, tracking, and monitoring Desktop Support NEST-related trouble tickets and ensuring a timely resolution.  They will also provide accurate accounting of NEST IT inventory, licensing, and assets. The Specialist will provide excellent customer service and possess the ability to work independently or as part of a team. 

Essential Functions:

• Provides basic and intermediate end-user support for all NEST IT-related issues.
• Documents, tracks, and monitors Desktop Support NEST-related trouble tickets to ensure a timely resolution.
• Responds to telephone calls, emails, and tickets for technical support.
• Analyzes, diagnoses, tests, and resolves NEST end-user problems.
• Maintains precise and accurate accounting of NEST IT inventory, licensing, and assets.
• Installs, maintains, and repairs hardware components to ensure optimal performance is achieved.
• Recommends system modifications to reduce incidents and problems.
• Remotely installs software applications to NEST assets.
• Multi-tasks and prioritizes workflow.
• Creates and maintains knowledgebase and reference documentation.
• Provides excellent customer service.
• Provides training to end-users on hardware-related items.
• Assists or leads important IT tasks and projects. 
• Maintains reasonable and consistent attendance to fulfill the requirements of the position.
• Performs other duties as assigned.

Supervisory Responsibilities: N/A

Requirements:

Education & Experience:

• Associate degree in Computers or related field, preferred.
• Two (2) years of relevant experience in Desktop Support, or equivalent combination of education and experience.
• Experience in higher education preferred.
• Experience working in a technology-driven enterprise preferred.
• All skills, abilities, and education will be considered for minimum qualifications.

Competencies/Technical/Functional Skills:

• Ability to participate as an active team member and work toward a common goal.  Contributes fully to the team effort and plays an integral part in the smooth running of teams without necessarily taking the lead.
• Accepts personal accountability, proactively seeks resolution for personal limitations head-on, and supports honesty and respect towards others, the company and oneself.
• Develops new insights into situations, questions conventional approaches, encourages new ides and innovations, designs and implements new or cutting-edge programs/processes.  Ability to generate and/or recognize imaginative or creative solutions that generate successful outcomes.
• Working knowledge, principles, and practices of office management/systems within a higher education environment, preferred.  Demonstrates an understanding of underlying organizational issues.
• Intermediate use of computers and Microsoft Office Suite Applications such as Word, Excel, PowerPoint, Teams, and Outlook.
• Works independently and fosters a cooperative spirit within a large and/or small team of diverse cultures, while working in a fast-paced environment with multiple projects, deadlines, and frequently changing priorities.
• Ability to drive towards achieving measurable and challenging goals to support organizational success.  Demonstrates the ability to focus on achieving results consistent with the organization’s objectives.
• Strong interpersonal skills and the ability to effectively communicate with a wide range of individuals and constituencies in a diverse community.
• Strong understanding of currently supported Microsoft Windows operating systems.
• Strong understanding of Apple products and operating systems (MacOS/iOS).
• Knowledge of Chromebook technologies.
• Knowledge of current Smartphone technologies.
• Intermediate knowledge of desktop security practices and applications.
• Intermediate knowledge of virus protection technologies.
• Intermediate understanding of conduct problem recognition, research solutions, isolation, and follow-up steps.
• Strong understanding of Web/Video conferencing applications.
• Strong understanding of Multifunction Printers/Copiers and desktop printers.

Location: Onsite, Spectrum Center, San Diego, CA

Travel: Travel seldom required

#LI-Onsite

Candidate receiving offers will be offered a salary/pay rate commensurate with experience that vary based on a candidate’s qualifications, skills, and competencies.  Absent exceptional circumstances, candidates will be offered a salary within this range for this position. The minimum salary will be offered based on the minimum exemption threshold based on state of residency. Base pay is one component of National University’s total rewards package, as we are dedicated to supporting the needs of the “whole you” with our holistic approach to employee benefits by offering comprehensive well-being benefits for you and your family.  For full details about our benefit plan offerings, please visit benefits.nu.edu. For Part-time benefits, please click here.

National University is committed to maintaining a high-quality workforce representative of the populations we serve. National University employs more than 4,500 faculty and staff and serves over 45,000 students. We are united in our mission to meet the global education demands of the 21st Century and are dedicated to creating a supportive academic and work environment that allows students, faculty and staff to develop their interests and talents while experiencing a sense of community. With programs available both online and at our many campus locations, National University is a leader in creating innovative solutions to education and meeting the needs of our student population, including adult learners and working professionals.

National University (NU) is proud to be an equal opportunity employer and does not discriminate against any employee or applicant per applicable federal, state and local laws. At NU, a mix of highly talented, innovative and creative people come together to make the impact of a lifetime for each of our student learners. All qualified applicants will receive equal consideration for employment, education, and admission at National University.