Technical Support Specialist II - Salve Regina University

BASIC FUNCTION:

The Technical Support Specialist II is a senior-level position within the Information Technology department and reports to the Associate Director of Technology Services Center (TSC). This individual is responsible for providing advanced technical support, troubleshooting and assistance to faculty, staff, and students. This individual will work with other areas of the Office of Information Technology to resolve technical support issues as they arise, installing computers for users, classrooms, labs, and other areas as required, and keeping service desk tickets updated. As a level II technician, the Specialist will assist in training level I Specialists and work study students, updating the knowledge base as requested, installing specialized departmental software, and assisting the media support services areas as necessary. In addition, this individual will work with other areas of the Office of Information Technology to troubleshoot and resolve technical support issues as they arise. The position requires a flexible schedule to provide appropriate coverage during nights and weekends when necessary. This role focuses on resolving complex technical issues, maintaining IT systems, and delivering excellent customer service.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Troubleshoot, service, maintain, and repair computers, peripherals, and other electronic equipment for faculty, staff, and students.
• Create, monitor, resolve, or escalate trouble tickets that are entered into the department's service management ticketing system in a timely manner.
• Serve as an escalation point for Technical Support Specialists I support staff and work study students, providing guidance, mentoring, and knowledge sharing to assist in resolving challenging technical issues.
• Identify recurring issues and provide input on system enhancements and improvements to implement permanent solutions.
• Create and maintain technical documentation, knowledge base articles, and user guides to facilitate self-help resources and enhance support efficiency.
• Oversee the activities of the student workers and provide training to other Technical Specialists and students.
• Work closely with the other IT areas to address complex technical challenges.
• Inform Director and Associate Director of TSC and other members of the Office of Information Technology of issues, concerns, outages, and repairs in a timely manner.
• Work with all members of the Office of Information Technology to continuously improve communications tools and processes.

OTHER DUTIES AND RESPONSIBILITIES:

• Work closely with all Office of Information Technology staff to ensure consistent and effective service.
• Keep abreast of developments that will affect the function of the TSC.
• Make suggestions for improving productivity and increasing efficiencies.
• Perform other duties as assigned.

LICENSES, TOOL, AND EQUIPMENT:

N/A

ENVIRONMENTAL CONDITIONS:

The incumbent is not subject to adverse environmental conditions.

MINIMUM QUALIFICATIONS:

• Bachelor's degree preferably in Information or Computer System Science, or related field or equivalent working knowledge.
• Minimum of three years' work experience in a technical support position.
• Strong technical knowledge of hardware and software.
• Required efficiency in Microsoft Office, PC and Mac operating systems, and PC, Mac, printers, and other peripherals.

REQUIRED SKILLS AND ABILITIES:

• Strong analytical and problem-solving skills
• Detail oriented
• Excellent oral and written communication skills at technical and non-technical levels.
• Ability to provide exemplary service to our end-users and proactively seek opportunities for service improvement
• Ability to maintain a positive attitude towards providing customer service and building relationships with users
• Ability to organize and prioritize multiple tasks with the ability to follow each to resolution
• Ability to work effectively as a team member or independently as appropriate
• Ability to collaborate with administrative users and Information Technologies staff members
• Ability to provide reliable and dependable service during critical times of the University calendar

PREFERRED QUALIFICATIONS:

• More than three years of experience working in a technical support position in a higher education environment.
• Preferred certifications include A+, or other software, hardware provider certifications.
• Knowledge and skills with audiovisual and multimedia software and hardware and classroom technology.
• Knowledge of other applications and network systems.

Salve Regina University offers generous benefits to eligible employees including (waiting periods apply):

• health, dental and vision coverage available on the first of the month following date of hire
• 403(b) retirement plan through TIAA with employee and employer contributions as well as access to advising services
• long-term disability coverage
• employer-paid life and AD&D insurance
• up to 100% free tuition at Salve for eligible employees and qualified dependents
• robust wellness program and free access to the on-campus Fitness Center

Other available benefits include:

• supplemental life insurance for employees and dependents
• supplemental insurance coverage through Aflac
• Tuition Exchange scholarship program. Application available for qualified dependents of eligible employees working full-time
• discounted pet insurance through ASPCA
• student loan forgiveness assistance program (SAVI)
• employee Assistance Program through Coastline EAP
• flexible spending health and dependent care accounts
• health savings accounts
• 529 collegebound saver program
• paid parental leave and adoption assistance

For more detailed information on Salve's benefits, visit https://salve.edu/human-resources/benefits.

Salve Regina University strives to cultivate belonging values through diversity, equity inclusion in order to foster a welcoming culture for our staff, faculty and students, as well as the wider community. Salve Regina University embraces all people with grace. No matter the path traveled to get here, the University acknowledges that many identities will intersect. Salve Regina belongs to all in its community.

Interested parties may apply here.