Technical Support Specialist

Position Responsibilities:

• Provide classroom support and address technical needs and requirements - both hardware, software, audio/visual, and other media requests.
• Provide Tier 1 and Tier 2 Service Desk support related to the virtual and physical desktops of university faculty and staff
• Provide Microsoft Office and Office 365 issue resolution and access to the university community.
• Establish and/or maintain user accounts.
• Support security standards and policies (anti-virus/anti-spam/firewall/patching/data security best practices).
• Implement desktop standards and best practices used throughout the unit and contribute to the development of the service desk support IT Knowledge Base catalog.
• Provide technical guidance and advanced training to others upon request.
• Testing and evaluating specified software packages, proposed hardware and software to determine efficiency, reliability, and compatibility with existing computer systems, peripherals and the network.
• Responding in a timely fashion to client inquiries and escalated issues concerning operation of client-owned assets.
• Maintaining the highest level of customer service as set forth by Yeshiva's general competencies.
• Providing updates, status and completion information to management regarding all assigned incidents, requests, and projects via the Service NOW ticketing system.
• Providing regular updates to tickets within the work queue with frequency depending on priority level.
• Escalating all high priority or sensitive customer requests/concerns.
• Coordinating activities with the other team members.
• Providing consultative support to management and end users directly related to general business operations, software systems, technical assistance and training to system users.
• Producing relevant documentation surrounding operational processes and process improvement.
• Provide Phone system maintenance and support in a VoIP environment. Ensure the phones and phones system are working properly and address client issues as they arise
• Position will assist in working Help Desk tickets, including answering user calls and directing them to the appropriate group(s)

Experience & Educational Background:

• Associate degree or equivalent from two-year college or technical school; or three to five years related experience and/or training; or equivalent combination of education and experience
• Bachelor's Degree preferred
• PC Imaging, Configuration, Troubleshooting and Support (Windows 10, OSX) experience.
• Microsoft Applications troubleshooting and support experience, including Office 2013-2016 as well as Office 365 products

Skills and Competencies:

• Support of Outlook, MS Office 365, PC Encryption software, Printers, PCs, Mac, Mobile Devices and other IT supported devices, repair and maintenance and all specific applications.
• Remote user support including - VPN installation and configuration
• Testing new releases of software, Operating Systems, hardware, and peripherals.
• Knowledge in PC support tools (i.e. SCCM,).
• Working knowledge Audio Visual and Video teleconferencing (Ektron a plus)
• Mac Troubleshooting and Support experience
• Must have the ability to work effectively with end-users, gain their confidence, understand their technical and operational needs and translate them into viable technical solutions.
• Superior verbal and written skills, encompassing complete understanding on the English language with exceptional communication skills.
• Strong organizational and leadership skills.
• Willingness to work as a contributing member of the team including other systems personnel, the operations staff, and the account administrators.
• Provide support status updates and process changes
• Ability to write reports, business correspondence, and procedure manuals.
• Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.
• Ability to define problems, collect data, establish facts and draw valid conclusions.
• Excellent time-management, planning and interpersonal skills.
• Effectively manage scope and customer expectations on individual assignments.
• A+ Certification, ITIL Certification preferred
• Prior experience with PC Imaging (SCCM)
• Prior experience with Active Directory.
• Basic Understanding of networking (TCP/IP)
• LAN Troubleshooting

Salary Range:

$60,000 - $75,000

About Us:

Equal Employment Opportunity:

Yeshiva University is an equal opportunity employer committed to providing employment opportunities to all employees and candidates without regard to race, color, age, sex, national origin, disability status, or any other characteristic protected by federal, state or local laws.