Technical Support Specialist I

Job Description Summary

The Department of Information Technology (DoIT) provides a central source of support for all Saint Leo University customers. (DoIT) is staffed by Technical Support Specialist I personnel who provide the first line technical assistance to our customers. The Technical Support Specialist I requires a strong knowledge of incident and request management, software installation, remote and desk-side support, and processes related to intake, escalation, documentation, root cause, and closure of incidents/requests. Technical Support Specialist, I will be responsible for responding to, documenting and resolving service tickets in a timely manner according to our Service Level Agreements (SLA).
The Technical Support Specialist I must have excellent problem-solving skills in order to diagnose, evaluate and resolve complex problems and situations, or when appropriate, escalate or route them to appropriate IT staff members.
The Technical Support Specialist I will also perform root cause analysis, develop checklists for typical problems, and recommend procedures and controls for problem prevention. This position will support multiple platforms including desktops, laptops, mobile devices, classroom technology, and videoconferencing equipment.

Job Description

Duties and Tasks:

• Provide exceptional customer service in person, via phone, and email as appropriate
• Resolve help desk issues including troubleshooting hardware and software issues
• Responsible for receiving and creating Help Desk incidents/requests.
• Manage ticket queues and escalate incidents/requests to appropriate technical teams.
• Support university students, staff, and faculty accessing university online classrooms, email, and University portal.
• Provide first level support to university faculty, staff, and students for Windows and Mac OS environments.
• Installs and maintains PC and printer hardware and software, performs routine maintenance, and applies vendor updates to the software.
• Provides support to remote locations and escalates as necessary to the appropriate departments, technical resources, and/or vendors.
• Setting and troubleshooting of classrooms and meeting rooms including projectors, TVs, teaching podiums, and videoconferencing tools programs such as Zoom
• Provide Level 1 phone support and knowledge when to escalate calls in a timely manner.

REQUIRED KNOWLEDGE, SKILLS, AND ABILITIES:

• High school diploma or equivalent; AA/AS degree in a technical discipline a plus.
• One to three years of hands-on experience working in an end-user desktop support role or computer operations environment.
• Microsoft Office 2007 to 2016
• Vista, XP, Windows 7, Windows 8, Windows 10
• Windows Server 2003 and 2008 and 2012
• Remote Desktop support and Mobile devices
• Active Directory and Exchange
• IT Fundamentals or greater vendor-specific certification a plus.
• Polycom bridge setup experience a plus
• CRESTRON system knowledge a plus.
• Advanced printer / peripheral device troubleshooting
• TCP/IP, DNS, and DHCP

Skills:

• Excellent communication and customer service.
• Enterprise Client/server support experience.
• Installation and maintenance of MAC/PC Operating systems and software applications, e.g. Windows 7. 8.x, 10 Microsoft O365, MAC OS 10.x, Adobe Creative Cloud,
• Physical layer troubleshooting of WLAN(802.11x)/LAN, DNS, switches, gateways, TCP/IP v4 & 6.
• General distributed hardware support of peripherals: printers, scanners, webcams, etc.

Abilities:

• Multitasking in a dynamic fast-paced high-stress environment.
• Adaptation to new and emerging technologies.

ENVIRONMENT: 

The work environment characteristics described here are a representation of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions. The term “qualified individual with a disability” means an individual with a disability who, with or without reasonable accommodation, can perform the essential functions of this position.

While performing the duties of this job, the employee is regularly required to communicate professionally in person, over the telephone, through email and other electronic means, move about the office and University, handle various types of media and equipment, and visually or otherwise identify, observe and assess. The employee is occasionally required to lift up to 20 pounds unless otherwise specified in the job description.

NOTICE:

The intent of this job description is to provide a representation of the types of duties and responsibilities that will be required of positions given this title and shall not be construed as a declaration of the total specific duties and responsibilities of any particular position. Employees may be directed to perform job-related tasks other than those specifically presented in this description. Saint Leo University is an Equal Opportunity Employer and embraces diversity as a critical step in ensuring employee, student, and graduate success. 

Why Work at Saint Leo?

What it’s Like to Work Here: Ask our employees and the one word they’d use to describe working at Saint Leo University is “Community.” Our team members all share the Saint Leo core values, positive attitudes, and problem-solving abilities, enabling them to provide excellent student centered service. Our mission is educating and preparing students for life and leadership in a challenging world. Thank you for your interest in joining the Saint Leo PRIDE!

We are committed to providing our employees with the support they need. At Saint Leo, we offer an array of medical, dental, and vision packages as well as several add-on perks to make your benefits package truly customizable to you and your family needs. Available benefits based on employment status (Full Time vs Part Time).

• FREE Tuition - Employee, Spouse, and Dependents*
• Tuition Exchange Opportunity - Dependent of Employees*
• Generous Paid Leave - Sick, Vacation, and Holidays
• Comprehensive Group Health Plan (Medical, Dental, and Vision)
• Group Medical Plan includes Teledoc, Surgery Plus, Wellness Incentive Program and more!
• 100% Employer-Funded Health Reimbursement Account
• 100% Employer-Paid Short Term Disability Insurance
• 100% Employer-Funded Employee Assistance Program (healthcare and dependent options)
• Employer-provided life insurance
• Discounted On-Campus Dining Meal Plans
• Nationwide Pet Insurance
• Flexible Spending Accounts
• 403b Retirement Plan
• Wellness Center

*Eligibility based on meeting required service period