ATSU - Technical Support Specialist - Kirksville, United States - A.T. Still University
Description
** ATSU - Technical Support Specialist**
**Job Category****:** Information Technology **Requisition Number****:** ATSUT01588 Showing 1 location **Job Details**
**Description**
A.T. Still University (ATSU) is seeking an IT Support Specialist on the Kirksville, Missouri, campus. This position reports to the ITS Support Services Manager. The IT Support Specialist is considered a second-tier position and technology leader within Support Services. In addition to performing day-to-day technical work similar to a Support Services technician, staff in this position troubleshoot and resolve Level II issues. Staff in this position also have the responsibility of specializing in certain Level II activities such as account creation, telephony, customer satisfaction or desktop development and maintenance. Persons in this position may be assigned to assist with some duties of the Support Services Manager as needed.
Major Job Duties
Perform specialized duties as mentioned above
Act as Level II response to university computing problems/needs
Provide escalated support and advice to computer technicians
Maintain standards and keep abreast of shifts in technology or trends in individual specialty
Maintain documentation for individual specialty
Act as an on-call technician on a rotating basis
Other duties as assigned
Respond to the help desk and to escalated technology service calls
Maintain standards in individual specialty
Advise Support Services Manager of trends or changes within each specialty
Provide on-call and weekend support on a rotating basis
Assist with ATSUs computer training program
Assist in setting levels of expectation regarding services provided
Requirements
Must have knowledge of Microsoft Windows v7 & v10 PCs laptops and tablets, Apple Mac equipment, Hewlett Packard printers, Microsoft Office products, Google OpenOffice products
Must have advanced hardware troubleshooting skills
Should have completed some college or 1 year of technical training
Must have a desire to help others resolve technical problems in a dynamic environment
Beyond technical skills this individual must also demonstrate an advanced understanding of customer service in dealing with the public
This role requires A+ certification within 12 months of hire
**Skills**
**Required**
**Technical Support** *Intermediate* **Communication** *Intermediate* **Customer Service** *Intermediate* **Education**
**Required**
High School or better.
**Preferred**
Some college or better.
Technical/other training or better.
**Experience**
**Required**
**3-4 years:** Advanced troubleshooting skills on major manufacturer platforms such as Dell, Lenovo, Hewlett Packard and Apple to include both Microsoft and Apple operating systems and associated applications as well as peripherals such as printers and scanners.