Salve Regina University Hiring for Technical Support Specialist at Rhode Island, United States Full Time

BASIC FUNCTION:

The Technical Support Specialist reports to the Director of
Technology Services Center (TSC). This individual is responsible
for resolving help desk calls from faculty, staff, and students as
well as maintaining accurate inventory control and implementing
inventory policies and procedures. In addition, this individual
will work with other areas of the Office of Information Technology
to troubleshoot and resolve technical support issues as they
arise.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

The overall responsibilities of this role include desktop and
laptop computer troubleshooting, deployment, and repair, printer
maintenance and repair, inventory assessments and maintenance, and
assistance with management of helpdesk calls.

The job responsibilities will be further constructed into four
major categories to insure structured development and evaluation of
accomplishments. These four categories and relevant
responsibilities are listed below and utilized to build a
foundation for future assignments.

Technical Skills

• Troubleshoot, service, maintain, and repair computers,
  peripherals, and other electronic equipment for faculty, staff, and
  students.
• Inventory, install and configure personal computer hardware and
  software, and deploy images onto desktops and laptops.
• Diagnose system failures and isolate faulty parts; repair or
  replace parts as needed.
• Continued development of technical skills and certifications
  for both hardware and software.
• Perform installation, configuration, and inventory of new
  equipment as it arrives and prepare for deployment to our end user
  community.

  Operational Skills

• Maintain accurate input, tracking, and closing of assigned
  helpdesk calls within the University ticket tracking system.
• Establish and maintain accurate inventory of all hardware,
  software, and peripheral equipment owned and serviced by the
  University.
• As necessary, assist and support in the TSC with signing in
  laptop computers for repair and filling out service request
  forms.
• Generate monthly service call reports through the University
  ticket tracking system (Web Help Desk).
• Maintain and complete proper warranty repair information for
  all University owned equipment and document in the University
  tracking system.

Management Skills

• Maintain daily recording and updates of assigned TSC
  tickets.
• Maintain accurate inventory and warranty information for
  equipment and repairs.
• Manage tasks and other project assignments as allocated.
• Establish organized work areas and properly maintain
  equipment.

Communications Skills

• Keep Director and Associate Director of TSC and other members
  of the Office of Information Technology informed of issues,
  concerns, outages, and repairs in a timely manner.
• Share information gathered through conference attendance,
  training, and R&D with the Director and other IT staff
  members.
• Participate in development of process to distribute relative
  technical information to the general community. Assist with the
  validation of all information issued for public release.
• Work with all members of the Office of Information Technology
  to continuously improve communications tools and processes.
• Follow up communications with faculty, staff, and students in
  order to close out service calls and confirm necessary repairs are
  completed.

OTHER DUTIES AND RESPONSIBILITIES:

• Works closely with all Office of Information Technology staff
  to ensure consistent and effective service.
• Keeps abreast of all developments that will affect the function
  of the TSC and inventory process.
• Makes suggestions as to methods of improving productivity and
  increase efficiencies.
• Other duties as assigned.

Requirements:

Bachelor’s degree in Business, Information System Science, or
related field or equivalent working knowledge and a minimum of two
years work experience in a support position are required. Ability
to work effectively with end user community and outside consultants
is essential. Excellent oral and written communication and
interpersonal skills are required. Ability to work effectively as a
team member or as an independent contributor is also
essential.

Preferred certifications include A+, HP or other hardware provider
certifications, utilization of Microsoft diagnostic tools, and
hands-on experience with various areas of hardware repair.
Additionally, this candidate should have the following
skills:

• Knowledge of Microsoft Windows 10, Mac OS X 10.12 -11, iOS,
  Android.
• Knowledge of Microsoft Office 2019 and O365.
• Knowledge of current methods and procedures of the
  computer/mobile device management and deployment, including
  Microsoft MDT/SCCM and Jamf Pro.
• Excellent organization and communication skills.

LICENSES, TOOL, AND EQUIPMENT:
Valid driver’s license required or N/A.

ENVIRONMENTAL CONDITIONS:

• The incumbent is not subject to adverse environmental
  conditions.
• This position could on occasion require bending, reaching,
  ascending and descending stairs, standing, walking, pushing,
  pulling, lifting, talking, and hearing.
• Ability to lift 50lbs.

Additional Information:

Salve Regina University offers generous benefits to eligible
employees including:

health and dental coverage
life insurance
long-term disability
403B plan
tuition benefits and more

Salve Regina University strives to provide equal opportunity in
employment and education to all employees, students and applicants.
No employee, student or applicant shall be discriminated against or
harassed on the basis of race, color, national and ethnic origin,
sex, sexual orientation, gender identity or expression, religion,
disability, age, marital or parental status, military or veteran
status, genetic information or any other basis protected by
applicable federal or state law, in the administration of Salve
Regina’s employment policies, education policies, admission
policies, scholarship and loan programs, athletic and other
University administered programs. In accordance with Title IX, it
does not discriminate on the basis of sex in any of its educational
programs or activities. Salve Regina is also committed to making
its programs and campus accessible to its visitors and compliant
with all applicable non-discrimination laws.

Application Instructions:

Applicants must apply online for any open staff and faculty
positions by providing a cover-letter and resume. Pre-employment
background checks and reference checks are required of successful
candidates. Salve Regina University participates in E-verify.

URL: www.salve.edu