IT Support Specialist

Job Description

Embry-Riddle Aeronautical University's IT Support Team is looking for a high energy IT Support Specialist to assist with support on the Daytona Beach campus. The IT Support Specialist position is our front line, in person, point of contact to our customers and should be someone ready to get out and support them. This is a challenging position that helps our customers shape the future of our students.

Duties include but are not limited to the following:

• Perform general maintenance tasks, troubleshoots and repairs computer systems and peripheral equipment throughout the campus. This would include installing, diagnosing, repairing, maintaining, disconnecting, reconnecting, and upgrading workstation hardware and peripheral equipment while ensuring optimal workstation performance.
• Preparing new systems for deployment and coordinating installation with the end user. Preparing replaced PCs for re-deployment based on University guidelines. Updating appropriate inventory systems to reflect the current system status.
• Respond to assigned work orders and maintain accurate and timely documentation of progress in work order database. Promote creation of knowledge base entries useable by customers and IT team members. Work could involve supporting projects both onsite and offsite and after normal business hours.
• Communicate issues, critical problems and situations to appropriate management levels. Maintains open communication with campus constituents to better understand their technology requirements and issues. Promote effective communications of needs to University Information Technology groups.

Qualifications

Education:

• Read and comprehend instructions, write information, and complete simple forms.
• High school (or GED) level ability in spelling, grammar, basic composition, and math.

Required skills, knowledge, abilities:

• At least one year of technical support experience is required.
• Excellent customer service skills.
• Excellent communication skills – ability to communicate with various levels of personnel to understand the problem and complete written documentation that is geared appropriately to the audience.
• Professional, positive image.
• Strong PC trouble shooting skills, including both hardware and software.
• Basic knowledge of networking.
• Knowledge of software, including office productivity tools (e.g., MS Office), and web conferencing (Teams, Zoom).
• Experience with Microsoft Windows (10) required. Experience with Apple OS and Linux highly desirable.
• Ability to tactfully handle difficult situations and ability to maintain composure under pressure.
• Ability to multi-task and adjust priorities based on new work assigned.
• Work independently and with little direct supervision.
• Ability to lift and move objects greater than 25 pounds.
• Ability to support IT Core Values by focusing on improvements, believing in our team and partners throughout the university, learning from mistakes, being accountable for actions and showing determination, focus and tenacity.
  

Experience:

• 1 to 3 years of work-related experience in IT support.