Technical Support Representative

Responsibilities Handle faculty and staff IT technical support cases through the help-desk database by in-person, remote, phone, Teams, or email. Escalate tickets involving accounts, network infrastructure, server‑side systems, or enterprise applications to appropriate system admins and programming teams. Update the University’s help desk database with tech tips and brief documents. Evaluate system potential by assessing compatibility of new programs with existing ones. Install software on Windows and macOS throughout campus. Deploy and configure new Windows or macOS devices for faculty and staff. Improve existing programs by evaluating objectives and specifications, reviewing proposed changes, and making recommendations. Maintain system functionality by testing computer components. Work with Manufacturer client support for warranty repairs. Maintain end‑user confidence by keeping their information confidential. Prepare reference material for faculty and staff by creating operation instructions. Design and implement network features when required. Provide on‑site IT support for high‑level University Zoom and Teams meetings, classroom technology, cell phone configuration, and audio‑visual event and meeting support. Requirements High school diploma required and vocational training program completion as a computer/network administrator. Associate’s Degree in computer science or networking; technical support experience is preferred. Ability to effectively interact with all internal and external stakeholders and exhibit excellent customer service skills in each interaction. Effective problem‑solving skills in computer‑related issues. Expert knowledge of audio‑video systems and equipment (e.g., microphones, sound systems, projectors, displays). Ability to work independently and during off‑hours when required. Certifications: high school diploma, vocational training in computer/network administration, Associate’s Degree in computer science, Associate’s Degree in networking. #J-18808-Ljbffr