Technical Support Specialist I​/II

Technical Support Specialist I

Basic Function:

• The Technical Support Specialist I reports to the Director of 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.

• 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.

• 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.

• Valid driver's license required.

• The incumbent is not subject to adverse environmental conditions.

• 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.

• 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 toward 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 Information Technology personnel.
• Ability to provide reliable and dependable service during critical times of the University calendar.

• Bachelor’s degree in Computer Science, Business or related field, or working knowledge in a technical support or customer service position required.
• CompTIA IT Fundamentals (ITF+) or CompTIA A+, or similar entry‑level certifications.
• Familiarity with endpoint management tools such as Jamf or Microsoft deployment technologies.
• Experience supporting audiovisual systems or classroom technologies.

Candidate may be considered for Technical Support Specialist II position if they meet certain required and preferred qualifications.

• Bachelor’s degree in…