Associate Technical Support Specialist Bookmark this Posting | Print Preview | Apply for this Job Posting Details Position Information Position Title Associate Technical Support Specialist Category Administrative Position Number A99644 Posting Number S0000621 Location Chicago Open Date 01/03/2019 Close Date Open Until Filled? Yes Job Type Full-Time Working Hours Position Summary An Associate Tech Support Specialist at Roosevelt University provides customer service to staff, faculty and students at the desk, on the phone, and via remote services. Utilizing excellent verbal and written interpersonal and communication skills, the Specialist provides support, advice and assistance with technical, hardware, software, and system issues. The Associate Tech Support Specialist must be able to interact with all users using jargon-free communications. In addition to providing direct end-user support, the Specialist assists in computer deployments, imaging and inventory, manages tickets through the ticketing system, troubleshoots printer and Multi-function devices, and assists in keeping knowledge base articles and web pages up to date. Knowledge, Skills and Abilities Required An Associates degree in a related field. A minimum of 1 year of experience working in Information Technology. Provides excellent customer service skills by being proactive, responsive, attentive, knowledgeable, and organized. Communicates with users via phone, email, and chat in a professional, easy to understand manner. Troubleshoots and repairs university owned computers and peripherals. Installs and troubleshoots Windows/Mac operating systems, updates, and applications. Quickly respond to end-user requests or support tickets that have been submitted to Technical Support; document and manage all assigned requests; communicate with end-users on request status and progress; troubleshoot and resolve issues through desk-side or remote service. Demonstrates the ability to prioritize assigned requests or tasks based on nature of the problem. Create desktop images using Ghost and Deploy Studio imaging software for new deployment machines, and system rebuild/restore. Diagnose and troubleshoot hardware/software issues; research work-around solutions and implement vendor updates, patches and/or fixes. Researches new technologies and industry best practices. Creates a team environment by sharing and offering solutions with the other members of Technical Support. Provide guidance and support for new or part-time technicians Years of Experience Required 1 Required Education Associates Degree Certification/Licensure Required None Minimum Qualifications Please refer to knowledge, skills, and abilities required. Preferred Qualifications Bachelors degree. Experience in an educational environment; experienced working with a support ticketing system. Equipment Operated Windows and Mac OS desktops and laptops, imaging server, and multi-functional device. Working Conditions Normal climate-controlled office environment is provided. Job is largely sedentary, but there is a need to move about the office and buildings frequently. Occasional bending, stooping, lifting, pushing and/or pulling is required (typically less than 40 pounds of weight or pressure). Regular use of desktop computer is required, calling for frequent hand/wrist movement and repetition. Moderate level of stress. Travel to other buildings/campuses may be required. Priority Application Instructions Departmental Contact Information Essential Job Functions Duty and Responsibility Diagnose, troubleshoot, and repair university owned computers and supported peripherals. Install and provide support for operating systems (Windows and Mac) and standard software (Microsoft Office, anti-virus, etc.). Provide support via phone, desk-side, and remote tools. Percentage Of Time 50 Essential Job Functions Duty and Responsibility Utilize ticketing system and other means to quickly respond to user requests or support tickets; document and manage all assigned requests; communicate with users on request status and progress. Percentage Of Time 25 Essential Job Functions Duty and Responsibility Assist with new computer deployments; update inventory system; create and deploy desktop images using Ghost and Deploy Studio. Percentage Of Time 10 Essential Job Functions Duty and Responsibility Researches new technologies and industry best practices. Help foster a team environment by sharing and offering solutions with the other members of Technical Support and ITS . Provide guidance and support for new or part-time technicians and student workers. Percentage Of Time 15