Technical Support Specialist

Technical Support Specialist

Under the general direction of the Idaho College of Osteopathic Medicine Technical Support Supervisor, the Technical Support Specialist will provide technical problem resolution to end-users by performing a question diagnosis while guiding users through step-by-step solutions. Solutions include, but are not limited to, resolving username and password problems, uninstalling/reinstalling basic software applications, verifying proper hardware and software set up, power cycling equipment, assisting with navigating around application menus and troubleshooting issues. Advanced duties of this position will include management of a Mobile Device Management System, ticketing solutions, inventory system, classroom A/V systems and other software applications as needed. Support will be provided by clearly communicating technical solutions in a user-friendly, professional manner. As part of the IT team, the Technical Support Specialist will be cross trained to provide tier one support on day-to-day A/V media and networking issues as necessary.

Responsibilities include:

• Deliver professional service and support to end-users resolving hardware, software, usability or connectivity issues.
• Interact with customers to provide and process information in response to inquiries, concerns, and requests about products and services.
• Gather customer information and determine the issue by evaluating and analyzing the symptoms.
• Diagnose and resolve technical hardware and software issues involving internet connectivity, email clients, VOIP and more.
• Research required information using available resources.
• Train users how to use applications and other systems.
• Support and collaborate with Technical Support Specialists and Systems Administrators.
• Follow standard processes and procedures.
• Identify and escalate priority issues.
• Redirect problems to appropriate resources.
• Accurately process and record helpdesk issues using a computer and designated ticketing software.
• Offer alternative solutions where appropriate.
• Organize ideas and communicate oral messages appropriate to listeners and situations.
• Follow up and make scheduled call backs to customers.
• Stay current with system information, changes and updates.
• Maintain database of help desk articles.
• Keep users trained on current IT systems and best practices.
• Performs other related duties, as assigned.

Supervisory responsibilities: None.