Technical Support Specialist bei Idaho College of Osteopathic Medicine

Under the general direction of the Idaho College of Osteopathic Medicine Technical Support Supervisor, the Technical Support Specialist will provide technical problem resolution to end-users (faculty, staff, students and guests) by performing a question diagnosis while guiding users through step-by-step solutions. Solutions include, but are not limited to, resolving username and password problems, uninstalling/reinstalling basic software applications, verifying proper hardware and software set up, power cycling equipment, assisting with navigating around application menus and troubleshooting issues. Advanced duties of this position will include management of a Mobile Device Management System, ticketing solutions, inventory system, classroom A/V systems and other software applications as needed. Support will be provided by clearly communicating technical solutions in a user-friendly, professional manner. As part of the IT team, the Technical Support Specialist will be cross trained to provide tier one support on day-to-day A/V media and networking issues as necessary.

• Deliver professional service and support to end-users resolving hardware, software, usability or connectivity issues.
• Interact with customers to provide and process information in response to inquiries, concerns, and requests about products and services.
• Gather customer information and determine the issue by evaluating and analyzing the symptoms.
• Diagnose and resolve technical hardware and software issues involving internet connectivity, email clients, VOIP and more.
• Research required information using available resources.
• Train users how to use applications and other systems.
• Support and collaborate with Technical Support Specialists and Systems Administrators.
• Follow standard processes and procedures.
• Identify and escalate priority issues.
• Redirect problems to appropriate resources.
• Accurately process and record helpdesk issues using a computer and designated ticketing software.
• Offer alternative solutions where appropriate.
• Organize ideas and communicate oral messages appropriate to listeners and situations.
• Follow up and make scheduled call backs to customers.
• Stay current with system information, changes and updates.
• Maintain database of help desk articles.
• Keep users trained on current IT systems and best practices.
• Performs other related duties, as assigned.

Supervisory Responsibilities:

• None.

Requirements

• One to three years of hands-on experience working in an end-user desktop support role or computer operations environment preferred.
• Experience working in and supporting Mac OS, iOS applications.
• A team player who values collaboration, mutual support and team cohesion.
• Excellent problem-solving skills with ability to analyze situations, identify existing or potential problems and recommend solutions.
• Knowledge of Google Suite/Apps.
• Remote Desktop support.
• Excellent verbal and written communication skills.
• Printer / peripheral device troubleshooting.
• Respect for and ability to maintain confidentiality.

Benefits

• Health Care Plan (Medical, Dental & Vision)
• Retirement Plan
• Life Insurance (Basic, Voluntary & AD&D)
• Paid Time Off (Vacation, Sick, Holidays, Winter Break)
• Family Leave
• Short Term & Long Term Disability
• Tuition Reimbursement