Technical Support Specialist II

Position:Technical Support Specialist II

Location: St. Paul, MN

Job :932

# of Openings:1

Technical Support Specialist II | Bethel University | St. Paul, MN

At our partner institution at Bethel University

The Technical Support Specialist 2 will be service focused and possess excellent customer service skills. They must provide exceptional end-user support for Technology Services which include network access, e-mail systems, computer and classroom technology, and supported hardware and software applications. The Technical Support Specialist 2 will provide technical computer support that ensures all systems are functional. Provide high-quality customer service including effectively listening and communication skills to ensure understanding of the end-user’s inquiry;

keep current with hardware systems and applications used on campus; work on cross-functional IT projects; participate in testing system upgrades and new applications; supervise various duties performed by student workers. Administer, configure, troubleshoot, properly recycle and maintain client desktops, laptops, and audio-visual equipment. Provide support to Technical Support Specialists and Student Workers.

Hours of operation are Monday – Friday, 8:00 am – 5:00 pm. Hours may vary.

In addition, the Technical Support Specialist 2 requires collaborative work with the network and system administrators to ensure IT services are functioning effectively.

• Software installation and upgrades, software troubleshooting, image creation and deployment, and patch maintenance.
• Maintain and develop documentation relative to hardware and software inventory.
• Work with users to analyze, troubleshoot, and repair computer hardware and software.
• Assist users with the use of supported hardware, software and peripherals.
• Assist users with the use of supported audio-visual equipment, e.g., projectors and conferencing equipment.
• Assist with projects and maintenance.
• Provide support for printer and copier related issues.
• Attend and actively participate in regular team meetings.
• Review, input, and update service tickets from the centralized ticketing system.
• Supervise assigned student workers and assist them in completing tasks as required.
• Broad knowledge of troubleshooting procedures and good analytical skills.
• Proficient in all skills, policies, procedures and protocol required to complete assigned tasks.
• Keep abreast of industry technologies to enhance technical skills. Provide feedback and make recommendations for implementation of those technologies that can be effectively applied.
• Maintain a professional attitude and provide excellent customer service at all times, to include maintaining a good work ethic and assisting team members when needed.
• Good interpersonal skills, with a focus on rapport-building, listening, and questioning skills.
• Ability to absorb and retain information quickly.
• Ability to present information in a user-friendly language.
• Self-motivated and directed.
• Ability to effectively prioritize and execute tasks.
• Ability to communicate effectively orally and in writing to internal and external groups of various levels of responsibility.
• Other duties as assigned.

• Minimum Associates degree in Information Technology, Bachelor’s degree in Information Technology preferred or equivalent experience.
• Knowledgeable in Windows 11, Microsoft Office, Hardware and Software troubleshooting techniques, Knowledge of Active Directory, Printers and Print server and Microsoft Outlook are preferred skills.
• Basic experience with network equipment and troubleshooting is a plus.
• Ability to adjust work schedule to business needs
• Must be able to lift 50 lbs. as need to move equipment across the campus environment
• Must be able to sit long periods at a time and or stand long periods at a time

• BE A:
• Servant Leader
• Team Player
• Accountable
• Act with the highest integrity
• Provide excellent customer service
• Find solutions not problems