Technical Support Representative

Responsibilities

• Handle faculty and staff IT technical support cases through the help-desk database by in-person, remote, phone, Teams, or email.
• Escalate tickets involving accounts, network infrastructure, server‑side systems, or enterprise applications to appropriate system admins and programming teams.
• Update the University’s help desk database with tech tips and brief documents.
• Evaluate system potential by assessing compatibility of new programs with existing ones.
• Install software on Windows and macOS throughout campus.
• Deploy and configure new Windows or macOS devices for faculty and staff.
• Improve existing programs by evaluating objectives and specifications, reviewing proposed changes, and making recommendations.
• Maintain system functionality by testing computer components.
• Work with Manufacturer client support for warranty repairs.
• Maintain end‑user confidence by keeping their information confidential.
• Prepare reference material for faculty and staff by creating operation instructions.
• Design and implement network features when required.
• Provide on‑site IT support for high‑level University Zoom and Teams meetings, classroom technology, cell phone configuration, and audio‑visual event and meeting support.

• High school diploma required and vocational training program completion as a computer/network administrator.
• Associate’s Degree in computer science or networking; technical support experience is preferred.
• Ability to effectively interact with all internal and external stakeholders and exhibit excellent customer service skills in each interaction.
• Effective problem‑solving skills in computer‑related issues.
• Expert knowledge of audio‑video systems and equipment (e.g., microphones, sound systems, projectors, displays).
• Ability to work independently and during off‑hours when required.
• Certifications:
  
  high school diploma, vocational training in computer/network administration, Associate’s Degree in computer science, Associate’s Degree in networking.