Technical Support Specialist

Under the general direction of the Idaho College of Osteopathic Medicine Director of IT, the Technical Support Specialist will provide technical problem resolution to end-users (faculty, staff, students and guests) by performing a question diagnosis while guiding users through step-by-step solutions. Solutions include, but are not limited to, resolving username and password problems, uninstalling/reinstalling basic software applications, verifying proper hardware and software set up, power cycling equipment, assisting with navigating around application menus and troubleshooting issues. Advanced duties of this position will include management of a Mobile Device Management System, ticketing solutions, inventory system, classroom A/V systems and other software applications as needed. Support will be provided by clearly communicating technical solutions in a user-friendly, professional manner. As part of the IT team, the Technical Support Specialist will be cross trained to provide tier one support on day to day A/V media and networking issues as necessary.

Requirements

Minimum Qualifications:

• Deliver professional service and support to end-users resolving hardware, software, usability or connectivity issues
• Interact with customers to provide and process information in response to inquiries, concerns, and requests about products and services
• Gather customer’s information and determine the issue by evaluating and analyzing the symptoms
• Diagnose and resolve technical hardware and software issues involving internet connectivity, email clients, VOIP and more
• Research required information using available resources
• Train users how to use applications and other systems
• Support and collaborate with AV Support Specialist and Systems Analyst
• Follow standard processes and procedures
• Identify and escalate priority issues
• Redirect problems to appropriate resource
• Accurately process and record call transactions using a computer and designated ticketing software
• Offer alternative solutions where appropriate
• Organize ideas and communicate oral messages appropriate to listeners and situations
• Follow up and make scheduled call backs to customers where necessary
• Stay current with system information, changes and updates
• Maintain database of helpdesk articles
• Keep users trained on current IT systems and best practices
• Performs other related duties, as assigned

 SUPERVISORY RESPONSIBILITIES: 

• None.

EDUCATION & EXPERIENCE:

• Two to five years of hands-on experience working in an end-user desktop support role or computer operations environment required
• Experience working in and supporting Mac OS, iOS applications

SKILLS & ABILITIES:

• A team player who values collaboration, mutual support and team cohesion
• Excellent problem solving skills with ability to analyze situations, identify existing or potential problems and recommend solutions 
• Knowledge of Google Suite/Apps
• Remote Desktop support
• Excellent verbal and written communication skills
• Advanced printer / peripheral device troubleshooting
• Respect for and ability to maintain confidentiality

Benefits

• Health Care Plan (Medical, Dental & Vision)
• Retirement Plan
• Life Insurance (Basic, Voluntary & AD&D)
• Paid Time Off (Vacation, Sick, Holidays, Winter Break)
• Family Leave
• Short Term & Long Term Disability