NEST Support Specialist

NEST Support Specialist

Compensation Range:

Hourly: $22.00 - $25.07

Position Summary

The NEST Support Specialist provides end-user support for all NEST IT-related issues. They are responsible for documenting, tracking, and monitoring Desktop Support NEST-related trouble tickets and ensuring a timely resolution. They will also provide accurate accounting of NEST IT inventory, licensing, and assets. The Specialist will provide excellent customer service and possess the ability to work independently or as part of a team.

Essential Functions:

• Provides basic and intermediate end-user support for all NEST IT-related issues.
• Documents, tracks, and monitors Desktop Support NEST-related trouble tickets to ensure a timely resolution.
• Responds to telephone calls, emails, and tickets for technical support.
• Analyzes, diagnoses, tests, and resolves NEST end-user problems.
• Maintains precise and accurate accounting of NEST IT inventory, licensing, and assets.
• Installs, maintains, and repairs hardware components to ensure optimal performance is achieved.
• Recommends system modifications to reduce incidents and problems.
• Remotely installs software applications to NEST assets.
• Multi-tasks and prioritizes workflow.
• Creates and maintains knowledgebase and reference documentation.
• Provides excellent customer service.
• Provides training to end-users on hardware-related items.
• Assists or leads important IT tasks and projects.
• Maintains reasonable and consistent attendance to fulfill the requirements of the position.
• Performs other duties as assigned.

Supervisory Responsibilities: N/A

Requirements:

Education & Experience:

• Associate degree in Computers or related field, preferred.
• Two (2) years of relevant experience in Desktop Support, or equivalent combination of education and experience.
• Experience in higher education preferred.
• Experience working in a technology-driven enterprise preferred.
• All skills, abilities, and education will be considered for minimum qualifications.

Competencies/Technical/Functional Skills:

• Ability to participate as an active team member and work toward a common goal. Contributes fully to the team effort and plays an integral part in the smooth running of teams without necessarily taking the lead.
• Accepts personal accountability, proactively seeks resolution for personal limitations head-on, and supports honesty and respect towards others, the company and oneself.
• Develops new insights into situations, questions conventional approaches, encourages new ideas and innovations, designs and implements new or cutting-edge programs/processes. Ability to generate and/or recognize imaginative or creative solutions that generate successful outcomes.
• Working knowledge, principles, and practices of office management/systems within a higher education environment, preferred. Demonstrates an understanding of underlying organizational issues.
• Intermediate use of computers and Microsoft Office Suite Applications such as Word, Excel, PowerPoint, Teams, and Outlook.
• Works independently and fosters a cooperative spirit within a large and/or small team of diverse cultures, while working in a fast-paced environment with multiple projects, deadlines, and frequently changing priorities.
• Ability to drive towards achieving measurable and challenging goals to support organizational success. Demonstrates the ability to focus on achieving results consistent with the organization's objectives.
• Strong interpersonal skills and the ability to effectively communicate with a wide range of individuals and constituencies in a diverse community.
• Strong understanding of currently supported Microsoft Windows operating systems.
• Strong understanding of Apple products and operating systems (MacOS/iOS).
• Knowledge of Chromebook technologies.
• Knowledge of current Smartphone technologies.
• Intermediate knowledge of desktop security practices and applications.
• Intermediate knowledge of virus protection technologies.
• Intermediate understanding of conduct problem recognition, research solutions, isolation, and follow-up steps.
• Strong understanding of Web/Video conferencing applications.
• Strong understanding of Multifunction Printers/Copiers and desktop printers.

Location: Onsite, Spectrum Center, San Diego, CA

Travel: Travel seldom required