Technology Support Specialist

Santa Clara University • Santa Clara, CA

1d • $41 - $49 • Onsite

About The Position

The Technology Support Specialist is responsible for providing campus wide technical support to faculty, staff, students for the use of university technology resources, assisting them with hardware, software, phone, network access, WiFi, password assistance, printing, mobile devices and peripherals. They have a competent level of expertise of these University supported resources in order to assist the university community. The Technology Support Specialist provisions new Windows and existing computers using our Windows MDM solution Microsoft Intune and provisions new Mac and existing computers utilizing our macOS MDM solution Jamf. They regularly asset tag, inventory and deliver and set up new computers and assist with the data transfer of university business data and initial login for the customer. In this critical role, the Technology Support Specialist directly responds to computer and technology support requests from faculty, staff, students. The Technology Support Specialist provides on-site desktop support to faculty and staff on campus and support by phone. Provides remote support using GoToAssist, Zoom, and sometimes Facetime to provide desktop support to faculty and staff working remotely. The Technology Support Specialist will have a passion for providing excellent customer service and focus on continual improvement across all areas; a commitment to supporting active, innovative, and collaborative strategies for meeting customer needs with effective technologies; and a continued desire to identify and deliver the best possible technology resources and services to meet the needs of the campus community.

Requirements

• Excellent customer service and interpersonal skills with the ability to work with the campus community in a tactful, patient, and courteous manner.
• Ability to listen and understand customer needs.
• Ability to plan, implement, and evaluate customer service initiatives.
• Intermediate knowledge and strong troubleshooting background with campus computing and technology issues and trends in higher education.
• Ability to work effectively and communicate with both technical and non-technical personnel as well as a diverse population of students, faculty and staff.
• Ability to provide technical assistance and solve complex computing problems.
• Proven ability to troubleshoot and identify software application problems and implement solutions, and multiple years of experience working in a multi-platform Mac and Windows environment.
• Fast learner with strong problem solving skills.
• Creative, with an enthusiasm for new technology.
• Ability to work with minimal supervision, be self-motivated, and show initiative.
• Ability to exercise independent judgment and engage in critical thinking and problem solving.
• Ability to participate on multiple projects simultaneously and meet project deadlines.
• Ability to work in a collaborative environment, as team members to meet deadlines and achieve goals.
• Ability to work effectively under pressure in a busy (often chaotic) and demanding information services environment, while maintaining patience and sense of humor.
• Excellent organizational, analytical, and facilitation skills.
• Responsible and dependable with good attendance and work habits.
• Appreciation for the University’s mission, vision, values, priorities, procedures, and policies.
• BA/BS degree preferred, or equivalent job experience.
• At least 3-5 years of job experience focusing on providing excellent customer service to support technology in support of an organization’s mission.
• Minimum 3-5 years hand-on support experience with both Microsoft and Apple current OS and two revision back.
• Minimum 3-5 years of current hand-on support experience with desktop, laptop and printer hardware.

Nice To Haves

• Highly desirable are individuals who have experience with technology in higher education.

Responsibilities

• Provide technology support for faculty, staff, and students.
• Provide desktop support for faculty and staff, and general support for students.
• Computer Hardware Repair
• Manage support administrative responsibilities to enhance customer service.

Benefits

• Santa Clara University offers a comprehensive benefits package for benefit eligible employees with programs and resources designed to promote and sustain personal health care, well-being, and the financial objectives of our employees and families.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level