ATSU - Technical Support Specialist

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 ATSU’s 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