Job Description

Job Description

Job Description

Summary:

NUC University operates a geographically diverse, virtual Service Desk using Support Teams comprised of Support Analysts and Specialists. Each team contains IT technicians who may be asked to answer phone inquiries one day, triage Help Desk tickets the next day and go visit a user the third day.

The IT Support Specialist I provides a broad range of general and advanced technical support services to students, faculty, and administrative staff across the University, and provides deep expertise in specific skills. Examples of these skills include hardware configuration and repair, network, telephony, learning management system (LMS), student information system (SIS), CRM, business intelligence, document management, etc.

IT Support Specialist I is a Tier 1 support resource.

The IT Support Specialist I tracks changes and enhancements in technologies, hardware, software, and applications. The IT Support Specialist I is the first line of defense in keeping up with technological changes.

The location of the role may be at a specific campus, in a centralized location, or remote. Travel to campuses may be required.

Essential duties and responsibilities:

• Monitors the ticketing system extracting prioritized tickets and takes appropriate action to resolve client issues.
• Provide technical guidance, advice, and training to system users.
• Provide training in their area of expertise to IT Service Desk Analyst.
• Build and maintain positive, constructive partnering relationships with the campus community.
• Perform IT production support for assigned area(s) according to documented processes.
• Perform deskside support for end-users and provide local “remote hands” when required by system administrators or engineers.
• Interact with students, faculty, and administrative staff supporting all aspects of infrastructure and classroom/meeting room technology in their environment.
• Install, maintain, and upgrade workstation and peripheral hardware and software.
• Coordinate computer support activities with multiple user departments and internal teams, as well as third party vendors.
• Manage and coordinate managed service and solution providers for the successful delivery of technology services in support of our operating business needs.
• Log all customer interactions, filling out detailed information in tickets and document resolutions.
• The list of essential functions, as outlined herein, is intended to be representative of the tasks performed within this classification. It is not necessarily descriptive of any one position in the class. The omission of an essential function does not preclude management from assigning duties not listed herein if such functions are a logical assignment to the position.

Qualifications /Education:

Associate’s degree in information technology, computer science or closely related field.

Minimum one (1) year previous experience and/or training that includes desktop support, network maintenance and design.

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