Technology Support Spl II, IT-Client Support & Services
Job no: 497077
Work type: Staff
Categories: Information Technology, Full Time
PAY GRADE: 28N
CONTEXT OF THE JOB:
The IT Client Support & Services (IT-CSS) department at the University of Delaware (UD) seeks applicants for the position of Technology Support Specialist II (TSS II).
IT-Client Support & Services focuses on helping the UD community use technology effectively and efficiently. IT-CS&S supports productivity and instructional tools for the UD community, student computing, and assistance with hardware and software issues.
The IT Support Center (SC) is a customer service oriented “IT helpdesk” group within the IT-Client Support & Services unit. SC staff answer technology-related questions from students, faculty, and staff. The IT SC provides help with information systems, hardware, software, networking, system security, mobile computing and other related technologies used on campus. The Technology Support Specialist II serves as the first tier of support for Information Technologies and responds to client’s questions/problems with a primary goal of “first call resolution”. The TSS II works in a fast paced environment and handles a variety of technology related questions and problems that range from low-level to highly critical situations.
The Technology Support Specialist II reports to the IT Support Center Manager.
- Provides first level support for various technology-related questions using diagnostic/problem-solving and customer service skills. Diagnoses client’s questions/problems with a primary goal of “first contact resolution” and calls that do not get resolved are referred to other staff in IT.
- Responds to telephone calls, voicemails, emails, and web requests in a timely manner and has the ability to explain technical issues and answers to non-technical clients. Analyzes problems, provides solutions, refers to online documentation and/or training, and generates trouble tickets. Demonstrates analytical and diagnostic skills by identifying missing/incomplete information in resolving more complex technology related problems.
- Initiates the procedure for handling incidents, includes recording basic details of the incident, symptoms, basic diagnostic data, and other key information. Follows documented procedures utilizing appropriate tools. Determines problem priority and tracks calls referred to assure timely and reliable service. Escalates problems when necessary.
- Assists in the investigation of problems and other requests for support. Participates in special technology related projects.
- Provides clients with access to central computing systems and administrative information in compliance with established policies and procedures that provide for secure administration.
- Processes systems security incidents according to SC and University policies and procedures. Administers client computing accounts.
- Provides reports of user access and computer accounting. Prepares standard reports, such as help desk incident reports. Helps develop documentation of procedures and best practices for future reference.
- Contributes to the internal and external trouble ticket system knowledgebase to share technical information with colleagues and promote client self-sufficiency.
- Mentors more junior level staff regarding client problems/questions and helps them prioritize trouble tickets.
- Develops an understanding of IT services, organization and staff resources. Develops general knowledge of the full spectrum of systems and applications used at the University. Stays abreast of current news, system information, problems, changes, and updates relevant to client community. Attends internal and external training programs.
- Establishes and maintains appropriate working relationships with colleagues and clients. Follows University policies and procedures governing IT efforts. Works within the department’s overall strategic plan following project priorities and scope. Meets deadlines and achieves goals.
- Performs miscellaneous job-related duties as assigned.
- Minimum of a High School diploma or GED with four years’ of relevant computing experience, or equivalent combination of education and experience.
- Knowledge of Windows and Macintosh operating systems, standard desktop applications including various web browsers and tools.
- Proficiency with MS Office applications required. Familiarity with incident management software is a plus.
- Troubleshooting/problem solving skills.
- Effective customer service skills.
- Effective oral and written communication skills.
- Ability to work independently and as a part of a team.
- Ability to communicate effectively with people having various levels of technical expertise and interact well with people of all ages and diverse backgrounds.
- Demonstrates an understanding and consideration of the differing needs and concerns of individuals with varying identities, cultures and backgrounds.
- Committed to fostering a workplace culture of belonging, where diversity is celebrated and equity is a core value.
Notice of Non-Discrimination, Equal Opportunity and Affirmative Action
The University of Delaware does not discriminate against any person on the basis of race, color, national origin, sex, gender identity or expression, sexual orientation, genetic information, marital status, disability, religion, age, veteran status or any other characteristic protected by applicable law in its employment, educational programs and activities, admissions policies, and scholarship and loan programs as required by Title IX of the Educational Amendments of 1972, the Americans with Disabilities Act of 1990, Section 504 of the Rehabilitation Act of 1973, Title VII of the Civil Rights Act of 1964, and other applicable statutes and University policies. The University of Delaware also prohibits unlawful harassment including sexual harassment and sexual violence.
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