Technical Support Specialist

Technical Support TechnicianUnder the direction of the Technical/ AV Leads, the Technical Support Technician provides direct technology support to TUC Students, faculty, staff and administration in their use of Touro owned computing, software, networking, classroom and multimedia technologies. The position's primary focus may be in areas of computer operations, user and individual device support (hardware and software), service desk, and data management. Performs moderately complex information technology support duties to ensure smooth delivery of technology services. Requires minimum supervision. Updates supervisor on status of projects and technical issues. Exercises good judgement and creativity in selecting and applying procedures, and determines when to refer problems to the supervisor or next level of support. The position provides exposure to a wide range of IT-related projects and activities.Responsibilities• Provides user training and frontline support for; for desktop and laptop users, printer usage, wireless access, eFax, and VOIP services, projection, audio and other multi-media resources available on campus, as needed.• Respond to user request for service, technical troubleshooting and helps develop solutions.• Interacts with vendors arranging third-party service, actively participates in the upgrade of existing equipment, and the installation/rollout of new campus technologies.• Perform minor repairs to equipment and arrange for other servicing needs.• Records activities, solutions, and responses to request for service in the department service request system.• Maintain inventory records and documentation for audio-visual, computing devices, and software.• Follows and adheres to TUC Information Technology policy, procedure, and standards.• Provide on-site support and monitoring of events, including events scheduled outside of business hours.• Consult with vendors and perform research regarding the selection and purchase of equipment and installation.• Assist in determining appropriate software solutions to meet needs adhering to standards.• Provide training and support to part-time work-study AV/Computer technicians.• Report system issues to vendors through appropriate vendor channels. Monitor and test resolution of those issues sent to vendors.• Provides one-on-one end-user training for campus community.• Assist co-workers in functional areas of expertise.• Perform other duties/projects as assigned.Qualifications• Bachelor's Degree or a minimum of two (2) years plus hands-on experience installing, maintaining, and supporting a wide spectrum of workstation configurations and peripheral devices.• Experience working within academic or related service environments.• Hands-on experience with audio-visual equipment and application services in a networked environment.• Hands-on experience with Windows and Mac operating systems, XP, 7, 10, iOS.• Hands-on experience with Microsoft Office, e.g. Word, Excel, Outlook, Power Point.• Working knowledge of MS Exchange, Active Directory (AD) services and Group Policies.• Working knowledge of internet technology (LAN, WAN, VPN, VoIP, WiFi).• Technical proficiency in the areas of Hardware/Software, Network/Remote Access technology.• Must be able to prioritize all tasks and work in a quick paced work environment.• Ability to read and interpret a variety of instructions.• Proven experience in eliciting requirements and testing.• Demonstrated ability in diagnosing and remedying problems and failures promptly and effectively.• Industry certifications a plus, MCSE, MCITP, CompTIA etc. Core Competencies: • High degree of professionalism and integrity.• Ability to follow established institutional policies, processes, and procedures.• Excellent verbal and written communication skills.• Ability to work as a team member and to work independently as needed.• Excellent customer service skills.• Demonstrated success working in multiple tasks environment with shifting priorities. Computer Skills • Must demonstrate computer connectivity troubleshooting abilities.• Must demonstrate computer hardware and software troubleshooting abilities.• Must have multiple Browser knowledge, Internet Explorer, Chrome, iOS, and Fire Fox.• Must demonstrate knowledge of best practices regarding data security and compliance. Problem Solving Skills • Must have the ability to solve problems in which there may be limited information.• Must have the ability to interpret instructions from different form sources.• Must demonstrate flexibility, adaptability and creativity.• Must have vision and superior organizational skills. Communication Skills • Must be able to interface with and effectively present information to managers, faculty, and students.• Ability to read/understand technical periodicals, professional journals, technical procedures, and governmental regulations (FERPA and HIPPA).• Must have the ability to write procedures, manuals, and business correspondence.Maximum SalaryUSD $65,500.00/Yr.Minimum SalaryUSD $52,522.00/Yr.