Technical Support Specialist I​/II

Salve Regina University, ranked as one of the most transformative colleges in the United States by Money Magazine, is a comprehensive Catholic University located in the scenic coastal community of Newport, Rhode Island. The University's commitment to academic success and personal discovery extends beyond its historic campus into a dynamic world where the application of higher thinking and skill are most valued.

Salve Regina offers bachelor's and master's degree programs, graduate certificates, and doctoral programs in humanities, international relations and nursing. Enrollment includes more than 2,600 undergraduate and graduate students from across the U.S. and around the world.

Technical Support Specialist I

Job Description:

BASIC FUNCTION:

• The Technical Support Specialist I reports to the Director Technology Services Center (TSC) and provides frontline technical support to faculty, staff, and students. This role focuses on resolving common technology issues, supporting endpoint devices and campus technology, and delivering a positive customer experience.
• The Specialist works collaboratively with members of the Office of Information Technology to troubleshoot and resolve technical problems, install and configure computers and peripherals for users, classrooms, labs, and other campus spaces, and maintain accurate updates within the ticketing system.
• This position emphasizes strong customer service, dependable technical support, and the ability to follow established procedures while continuing to build technical expertise within the University's technology environment.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Provide frontline technical support for faculty, staff, and students by diagnosing and resolving hardware, software, and peripheral issues.
• Install, configure, and deploy computers, printers, and other endpoint technologies for offices, classrooms, labs, and other campus locations.
• Create, update, and resolve service requests in the department's ticketing system, maintaining accurate status updates and escalating issues when appropriate.
• Assist student employees working in the Technology Services Center by providing guidance on troubleshooting approaches, service desk procedures, and customer service practices.
• Contribute to the Technology Services Center knowledge base by documenting solutions and updating support documentation.
• Identify recurring technical issues and provide input on improvements to systems, documentation, or support processes.

OTHER

DUTIES AND RESPONSIBILITIES:

• Work collaboratively with members of the Office of Information Technology to ensure consistent and effective service delivery.
• Stay informed about changes and developments affecting campus technology and support services.
• Recommend improvements that increase operational efficiency or enhance the support experience.
• Assist with training and onboarding support staff and student employees
• Perform other duties as assigned.

LICENSES, TOOL, AND EQUIPMENT:

• Valid driver's license required.

ENVIRONMENTAL CONDITIONS:

• The incumbent is not subject to adverse environmental conditions.

Technical Support Specialist I

Qualifications:

MINIMUM REQUIRED QUALIFICATIONS:

• Associate's degree in Computer Science, Information Technology, or related field, or equivalent technical experience.
• Minimum of one year of experience in a technical support or customer service role.
• Working knowledge of Windows and macOS operating systems.
• Familiarity with PC and Mac hardware, printers, and peripheral devices.

REQUIRED

SKILLS AND ABILITIES:

• Strong analytical and problem‑solving skills
• Detail oriented with strong organizational skills
• Excellent oral and written communication skills at both technical and non‑technical levels.
• Ability to provide exemplary service to and proactively seek opportunities for service improvement
• Ability to maintain a positive attitude towards providing customer service and building relationships with users
• Ability to organize and prioritize multiple tasks with the ability to follow each to resolution
• Ability to work effectively as a team member or independently as appropriate
• Ability to collaborate with faculty, staff and other…