Technical Support Specialist

Technical Support Specialist | Madonna University | Livonia, MI

At our partner institution at Madonna University

The Technical Support Specialist will handle incoming queries/help requests from students, faculty, staff and administration. The position reports to the User Services Manager.

This position participates in a rotational shift, working shifts such as 8:00 AM to 4:30 PM, 11:00 AM to 7:30 PM, and 2:00 PM to 10:30 PM. Throughout the year this position will participate in event support that may fall on evenings or weekends, typically planned at least a month in advance. The position requires working closely with other IT department personnel to aid on tasks that are outside the scope of their knowledge or expertise.

The Technical Support Specialist is responsible for providing support services to all users to gain full benefit from the institution’s investment in information technology and services. Support services include AV Event Support, Network, Media, Help Desk, Training, Desktop, System Support, and software inventory management. Ability to create detailed notes of the problem the client(s) is experiencing, determine steps they can take to resolve the issue, and manage the flow of incoming support requests.

The qualified person will assist with the day-to-day operation of the institution’s computer desktop, laptops, printers and other network peripherals. This position is located in Livonia, MI and is on-site at Madonna University. The Technical Support Specialist’s responsibilities include, but are not limited to:

• Provide desktop and audio-visual technical support with strong customer service skills
• Help end users to utilize both hardware and software products effectively, participating in the creation of new how-to videos and short training sessions where applicable
• Participate in campus events for AV and Zoom webinar support as required
• Receive, respond, and resolve Help Desk tickets providing desktop technical support to effectively troubleshoot and solve desktop hardware and software issues with strong customer service skills
• Follow best practices to ensure end user data is protected and recoverable
• Maintains client confidence and protects operations by keeping information confidential
• Thoroughly understand multiple versions of the Windows desktop operating system, MAC OS, and patching, imaging, and vulnerability management technologies
• Assist with image maintenance and deployment, end user support and troubleshooting, as well as inventory and vulnerability management, through Microsoft SCCM
• In collaboration with the infrastructure team, troubleshoot and resolve basic network and Wi-Fi Issues
• Complete, maintain, and process paperwork, records and documentation
• Participate in management of desktop software, including tracking software license usage
• Maintain historical records and inventory control through documenting hardware and software changes and revisions
• Assist with rollout of new PCs, laptops, media, network equipment, and others, in accordance with applicable replacement schedules and associated licensing
• Keep office and storage areas neat and organized at all times
• Provide productive feedback and process improvement ideas
• Research new technologies and make recommendations
• Coordinate repair and equipment disposal services from outside vendors, including appropriate record keeping
• Performs other related duties as assigned

• Associates degree in Computer Science, Information Technologies or related field, or an equivalent combination of experience, education, and training
• Prior experience in customer support services role
• Display strong end user orientation and customer support service skills
• Experience with Help Desk ticketing systems and customer service workflow
• Detail-oriented w/strong problem-solving and technical troubleshooting skills
• Demonstrated experience working with a team to achieve goals
• Excellent oral, written and interpersonal communication skills
• Ability to work a flexible schedule as needed, including a rotating shift throughout the week, and nights and weekend for planned event support
• Demonstrated experience troubleshooting Windows PCs, and audio-visual equipment
• Advanced proficiency with standard Microsoft products, with emphasis on O365 and SCCM
• Thoroughly understand multiple versions of the Windows desktop operating system, MAC OS, and patch and imaging technologies
• Adaptive and flexible, with a positive "can do" attitude
• Resourceful and quick to take initiative
• Prioritization while multi-tasking under pressure and within short time constraints
• Exceptional written and verbal communication skills, as well as organizational and interpersonal abilities
• Able to work independently and professionally with all levels of the organization
• Must be able to lift 50 lbs. as needed to move equipment
• Must be able to sit for long periods at a time and or stand for long periods at a time
• Must be able to use a ladder or crawl under desks and tight spaces as needed for troubleshooting…