Technology Support Specialist

University of Texas at Austin

3d • $60,000 • Hybrid

About The Position

Responsible for assisting university employees and faculty and OnRamps students and instructors with a wide variety of questions and problems about software, hardware, desktop, network, and systems supported by the OnRamps program.

Requirements

• Two or more years of experience providing remote technical support through use of a ticketing system.
• Ability to quickly acquire in-depth knowledge of new systems in order to effectively train or troubleshoot issues with end users.
• Ability to effectively provide end user support and answer questions through a variety of communication methods.
• Excellent verbal, interpersonal, and written communication skills.
• Demonstrated ability to work effectively and collaboratively in a team-oriented environment.
• Strong organizational skills with attention to detail.

Nice To Haves

• Bachelor's degree in Computer Science, Information Technology, or related field, or equivalent professional experience.
• More than 3 years of experience utilizing ticketing systems to provide technical support.
• Demonstrated creative problem solving skills.
• Ability to handle multiple tasks and projects simultaneously.
• Experience writing technical documentation.
• Familiarity with Zoom video conferencing software.
• Experience with the Canvas Learning Management System.

Responsibilities

• Provide excellent customer support by phone, email, text, and chat to university employees and faculty and OnRamps students and instructors with a wide variety of questions and problems about software, hardware, desktop, network, and systems supported by the OnRamps program.
• Monitor reported problems to identify trends and recommend solutions.
• Develop internal and external resources to enhance OnRamps customer support knowledge base and customer experience.
• Contribute to special projects and initiatives as assigned.
• Provide input on internal and external workflow processes, engage in continuous improvement, participate in team meetings and staff professional development trainings.

What This Job Offers

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