Information Specialist I/Technical Support Specialist

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Information Specialist I/Technical Support Specialist
Lawrence, KS
Information Technology with the University of Kansas is seeking a Technical Support Specialist to serve within the Workstation Support Unit. Salary: 35-45K.
Position Overview:
The Technical Support Specialist I position is assigned to Administration Technology Support Center (TSC) and is responsible for providing technical support to the users associated with that TSC while working under direct supervision and following standard procedures and written instruction to accomplish assigned tasks. This position serves as the first point of contact for troubleshooting hardware / software, PC / Mac / Linux or printer problems. The position assists users via telephone, email, chat and in person with a wide range of questions, problems, and requests related to desktop software, hardware, peripherals, network issues, applications issues.
Duties:
20% - Provide basic technical support via phone, email, chat or in person. Identify if the technical issue can be quickly resolved or it needs to be researched by a higher-level technical support unit.
15% - Meet customer requirements through first contact resolutions with excellent customer satisfaction. Continuous look to improve current business process.
15% - Troubleshoot hardware and software issues.
10% - Confirm customer understanding of the solution and provide additional customer education as needed.
5% - Provide quotes for new equipment procurement.
5% - Maintain accurate inventory information for both hardware and software products.
5% - Create and document trouble tickets as indicated by the workflow.
5% - Create and update procedures and knowledgebase articles.
5% - Develop broad and in-depth knowledge of software and hardware that are unique to the support area.
5% - Support, install and upgrade new computer equipment including imaging of new computers.
5% - Perform tests to isolate the source of issues.
5% - Perform special projects and other duties as assigned.
REQUIRED QUALIFICATIONS:
Two years’ experience providing customer service in an academic or corporate environment.
Two years’ experience supporting computer hardware and software in an academic or corporate environment.
Good written communication skill as evidenced by application materials.
Demonstrated experience supporting Windows, Macintosh and/or Linux Operating Systems.
Demonstrated excellent customer service ability and resolution ownership of problem.
PREFERRED QUALIFICATIONS
Associate’s degree, technical college certificate, or higher degree in technology related field.
Good oral communication skills.
Experience with imaging software.
Experience with Active Directory.
Experience with Microsoft System Center & Configuration Manager (SCCM).
Knowledge of LAN / WAN principles and protocols.
Experience with a ticketing system such as ServiceNow or Remedy.
Experience creating technical documentation.
Ability to lift 50 pounds.
Valid driver’s license.
For a complete list of requirements and to apply, visit ****/jobs/2278. Application close date 3/27/13 Equal Opportunity Employer M/F/D/V
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