Technical support Specialist

The Technical Support Specialist provides front-line technology support for students, faculty, and staff at the university’s Help Desk. Serving as the first point of contact for IT services, this position is responsible for troubleshooting and resolving issues related to hardware, software, classroom technology, networking, and user accounts. The specialist also assists with workstation and lab maintenance, supervises and trains student technicians, and develops training and documentation resources for the campus community. Strong customer service skills, technical knowledge, and the ability to communicate effectively with users of all skill levels are essential to success in this role.
 
ESSENTIAL DUTIES AND RESPONSIBILITIES include, but are not limited to, the following:  
 
Primary Responsibilities
 

• Respond to requests via phone, email, ticketing system, and walk-ins, ensuring timely and customer-focused service.

• Diagnose and resolve issues with university-owned hardware, software, user accounts, and basic network access.

• Escalate complex problems to the appropriate IT staff while maintaining communication with the user.

• Install, configure, and maintain university-owned workstations, classroom teacher stations, general access labs, and printers.

• Ensure devices are updated with current software and security patches.

• Manage equipment inventory, recycling, and organization of storage and work areas.

• Create, manage, and support end-user accounts and file storage permissions.

• Assist users with connecting personal devices to the university network and email

• Train and supervise student workers, including onboarding and performance guidance.

• Provide training for new and existing employees, faculty, and students on basic services, technology, and software.

• Create and maintain knowledge base articles, guides, and documentation for IT resources.

• Partner with other IT staff to support campus-wide initiatives.

• Participate in projects and departmental initiatives as assigned.

 
SUPERVISORY RESPONSIBILITIES: This position does not have supervisory responsibilities in accordance with the organization’s policies and applicable laws but may provide daily direction and assistance to student employees.    
 
QUALIFICATIONS: To perform this job successfully, an individual must be able to succeed in a result-driven professional organization. Maintaining professional performance, demeanor, team-approach and focus on results while working under pressure in a dynamic environment. Customer, budget, quality and delivery conscious mindset. Ability to establish priorities, work independently with minimal supervision and facilitate teamwork. Highly organized, with the ability to plan, execute and multitask to meet deadlines with accuracy and attention to detail. 
 
 Minimum Education and/or Experience  
 
Required:

• Associate’s degree in Information Technology or related field, or equivalent technical experience.

• Strong proficiency with Windows and macOS environments, including hardware and software troubleshooting.

• Knowledge of the Microsoft 365 apps, including but not limited to Microsoft Teams, OneDrive, Outlook, Excel, and Word.

• Strong problem-solving, organizational, and multitasking skills.

• Excellent communication and customer service skills, with the ability to explain technical concepts to non-technical users.

Preferred:

• Bachelor’s degree in Information Technology or related field.

• Prior experience in a technical support role.

• Some network experience.

• Familiarity with work order systems.

• Experience training or supervising others.

 
WORK ENVIRONMENT: All staff are responsible for creating a safe, welcoming, diverse, inclusive, respectful and caring environment. We seek skilled and diverse colleagues who are flexible, self-motivated and will embrace and respect who we are and what we do. We also seek colleagues committed to moving the Millikin brand forward.       
 
PHYSICAL EFFORT: Typically sitting at a desk or table; occasional lifting 25 lbs. or less; intermittently sitting/standing; hearing and visual acuity within normal range; ability to stoop, kneel and crouch occasionally; high degree of mobility required. Dexterity to operate a keyboard. 
 
WORKING CONDITIONS: Typical office and help desk environment with frequent interaction across campus. Light physical effort, including lifting up to 25 pounds and setting up technology equipment.
     
INTERPERSONAL SKILLS Communicates effectively and appropriately. Gets along and cooperates with co-workers and appropriately interacts with others. Participates and functions as an effective member of the team. 
 
CONFIDENTIALITY Exchanges University information with others only on a "need to know" basis.   
 
ATTENDANCE Promptly arrives for the designated shift. Follows all applicable policies regarding schedules, attendance and organizational requirements. Typically considered an exempt/salaried position, so may involve longer days, weekends and off shifts as required to successfully perform job duties. Excessive absenteeism will hinder successful job performance.   
 
SAFETY Understands and always uses safe practices. Reports all unsafe conditions to the Risk Manager immediately. Assures all equipment functions properly before use. Knows and adheres to all safety and fire prevention rules and regulations. Knows location and use of personal protective equipment, fire plan, SDS and Disaster Plan. 
 
UNIVERSAL ACCOUNTABILITY Provides excellent service to all customers striving to exceed their expectations. Demonstrates courtesy, compassion and respect. Is thoroughly committed to the mission and vision of Millikin University.     

Apply: https://www.millikin.edu/Jobs/technical-support-specialist