Technical Support Specialist

Under the general supervision of your immediate manager, you will provide technical support and assistance to faculty, staff, administrators, students, and others facing reported computer or technical issues. Your role will involve troubleshooting user accounts, verifying assigned software licenses, and addressing concerns through our work order tracking system. In this position, you will take on several specific duties, including: - Acting as the first point of contact for customers seeking technical help via phone, email, or work order system. - Employing diagnostic strategies, asking relevant questions, and providing remote desktop assistance while assessing the severity of issues and determining suitable solutions. - Performing validation and troubleshooting for user authentication and software licensing. - Addressing various user-related concerns related to software applications, email, network, and printer operations. - Creating and overseeing IT system work orders and escalating urgent matters to supervisors if necessary. - Documenting established resolutions and procedures for internal use and customer reference. - Maintaining professionalism and a positive attitude in customer interactions while upholding expectations for timely resolutions. - Preparing computers and peripherals for deployment or disposal, managing IT inventory, and coordinating with warehouse staff.