Technical Support Specialist

Technical Support Specialist II | Capital University | Columbus, OH At our partner institution at Capital University The Technical Support Specialist II is responsible for the daily operation and support of the institution’s desktops, laptops, printers, and other network‑connected devices. This role ensures that all users receive effective technical assistance to maximize the value of the institution’s technology resources. Support services include Help Desk support, user training, desktop applications and operating system assistance, and the management of equipment and software inventories. Hours of operation are Monday – Friday, 8:00 am – 5:00 pm. Hours may vary. Responsibilities Provide high‑quality desktop support with a strong focus on customer service and satisfaction. Assist users in effectively utilizing hardware, software, and other technology resources. Receive, prioritize, and resolve support requests submitted via the ticketing system, email, and phone. Diagnose and resolve desktop hardware, software, and peripheral issues efficiently and accurately. Support daily operations within Help Desk, Desktop Technology, and Lab/Classroom Technology areas. Follow security best practices to ensure end user data is protected and recoverable. Collaborate with software and hardware vendors as needed to resolve complex technical issues. Demonstrates comprehensive knowledge of Windows and macOS operating systems, with proficiency in patching and imaging solutions. Add and remove computers from the network domain in accordance with established procedures. Assist with deploying new devices in accordance with replacement schedules and licensing requirements Complete and maintain required documentation, records, and related administrative materials with accuracy and timeliness. Qualifications Associate degree in Computer Science, Information Technology, or a related field; or an equivalent combination of education, training, and experience Minimum of two years of experience in customer support or technical support services Strong end‑user focus with demonstrated customer service skills Experience with Help Desk ticketing systems and customer service workflow Solid understanding of technical troubleshooting methodologies Proven ability to work collaboratively in a team environment, with strong oral, written, and interpersonal communication skills Ability to work a flexible schedule as needed Strong attention to detail and commitment to thorough documentation Ability to collaborate with technical staff across multiple disciplines to develop effective solutions Ability to lift up to 50 lbs. for equipment movement as needed Willingness to use ladders and access tight spaces (e.g., under desks, behind equipment) for troubleshooting and installation tasks Ability to sit or stand for extended periods, depending on task requirements Experience with classroom A/V technology a plus #J-18808-Ljbffr Dynamic Campus