IT Support Specialist I

Edtech.com's Summary

Clarkson University is hiring an IT Support Specialist I to serve as the first point of contact for the university's Office of Information Technology Helpdesk. This role provides initial troubleshooting and support for computer, telephone, and media technology issues, manages service requests, escalates issues as needed, and facilitates repair processes.

Highlights

Provide frontline support to the Clarkson University community at the OIT Helpdesk counter.
Handle user inquiries via walk-up, phone, and email regarding technology issues.
Log all interactions in the OIT ticketing system and escalate problems to appropriate teams.
Support troubleshooting, password changes, printer accounting, quota increases, telephone services, and computer sales and services.
Perform account onboarding and deactivation support as secondary responsibilities.
Diagnose computer repair issues and coordinate repair workflows.
Identify and recommend improvements to Helpdesk procedures and documentation.
Must have at least a High School Diploma; Associate’s Degree in Computer Science or related field preferred.
Requires a minimum of 2 years relevant experience; 4 years preferred.
Compensation ranges from USD $19.00 to $19.82 per hour.

IT Support Specialist I Full Description

Pay Range: USD $19.00 - USD $19.82 /Hr.

Overview:

Acts as the âfirst line of supportâ for the entire Clarkson University Community. This person will reside at the Helpdesk counter (currently located on the 2nd Floor, ERC) and serves as the primary point of contact for walk-up and phone call inquiries to the Universityâs OIT Helpdesk. Provides first-tier support for telephone, media, and computer technology issues within the Office of Information Technology (OIT) organization. Escalates issues as needed to appropriate OIT personnel and delegates all other issues to the appropriate department or team.

Responsibilities:

Deliver fast, empathetic, friendly, and effective support to users.
First point of contact between the user community and OIT, always placing the information technology needs of the user as first priority.
Ensures that all customer interactions are being logged in the OITâs ticketing system
Escalate/delegate issues to other departments, OIT Teams or appropriate Satellites as needed
Respond promptly to customer requests made by walk-up, telephone, and email
Primary areas of responsibilities include
- support for troubleshooting, password changes, printer accounting, quota increases, media needs, telephone services, and computer sales and services.
Secondary areas of responsibilities include
- support for troubleshooting, (onboarding) new accounts, account deactivation.
Triage for computer repair issues
- Provides diagnosis of faculty/staff/student computer issue, creates a trouble ticket, tags the unit with appropriate ticket tracking information, and then sends the unit out to proper repair channels
Identify holes in the HelpDesk processes and make recommendations to Senior Help Desk representative and the Manager of Customer Service & Communications for necessary documentation creation and/or procedure changes.
Performs other appropriate functions incidental to the work described herein.

Qualifications:

Education:
Minimal Qualifications:Â High School Diploma or equivalent.

Preferred Qualifications:Â Associateâs Degree in Computer Science or related field.

Experience:

Minimal Qualifications:Â 2 years relevant experience

Preferred Qualifications:Â 4 years of relevant experience

Essential Skills:

Self-planning and organizing skills enabling one to multitask effectively in an interrupt-driven environment.
Show flexibility and initiative to anticipate customer needs and has a strong work ethic geared towards strong customer service.

Physical Demands:

The physical demands characteristics described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Health & Safety:

Health & Safety:Â All staff has a statutory responsibility to take reasonable care of themselves, others and the environment and to prevent harm by their acts or omissions. All staff is therefore required to adhere to the Universityâs Health, Safety, and Environmental Policy & Procedures.

Disclaimer Statement:

DISCLAIMER: The above statements are designed to indicate the general nature and level of work performed by employees assigned to this classification. They are not intended to be construed as an exhaustive list of all duties, responsibilities, skills, and qualifications required of personnel so classified.

EEO Statement:

Special Instructions to Applicants:Â An equal opportunity/affirmative action employer, Clarkson actively seeks and encourages applications from minorities, women and people with disabilities.

All offers of employment are subject to the applicant successfully passing a background check (including, but not limited to, employment verification, educational and other credential verification, and criminal records

Original Job Description