Senior Technical Support Senior Specialist

Under the direction of the Director of Technical Support Services, responds to and resolves a wide range of technical issues, demonstrating sound judgment, and an understanding of systems, software and basic IT procedures and protocol. Will be a resource to Specialists and take ownership specialized systems.

End User Support

Responds to end users and resolves complex computer hardware and/or software problems in a timely and professional manner by diagnosing and troubleshooting software, network connections/devices, and hardware failures. Specialists create or are assigned incidents or requests using ITS (Service Now) ticketing system. Will respond to and resolve escalated incidents. Will follow-up with end users to ensure incidents are resolved and recorded in ticketing system.

Will provide support during emergencies defined as system failures and IT security emergencies by disabling access or a variety of solutions to address the incident.

Will provide technical support and training to end users on specialized systems and software applications which may include: Auto CAD, Medicat, Synoptix, Symplicity, Image Now, VDI, Windows and Mac OS management.

Will build, manage and support Virtual Desktop instances. Also, provide basic support for various academic applications such as SAS, SAP and Tableau. Support Faculty and students in specific courses involving of AR/VR Oculus systems.

Act as backup to specialists to reset end user passwords to all University systems (Duo mobile, Active Directory, Suffolk email, Colleague as well as others) following ITS protocol. Provide backend support and configuration for Colleague Access to users and Sophos Antivirus management.

Will document procedures and solutions in the Service Now knowledge base.

Will provide support during student related academic year events such as orientation, academic advising, placement, mid-term and final exams. Will also provide support to faculty to ensure equipment and software needs for courses are met and classrooms are equipped.

Routine maintenance

Configure and deploy computer hardware for more specialized systems.

Will run software updates and patches on specialized systems.

Take obsolete equipment out of service and record asset disposal using established systems.

Update inventory using template to ensure department has accurate and complete information regarding computer hardware inventory.

Special projects

Support the IT departments initiatives by participating in team projects that enhance the quality or efficiency of the Tech Support Team.

Other duties as assigned

Requirements/Qualifications:

Bachelors degree in computer science or related field and four to six years of experience.
• Strong computer skills and systems knowledge including MS Windows, MAC OS, Email, Web Browsers and Microsoft Office (Word, Excel Outlook), antivirus applications and various specialized systemic required.
Excellent written and oral communication skills. Must be committed to providing the highest level of customer service and responsiveness. Demonstrated experience working in a high volume, deadline oriented customer focused environment. Proven ability to work independently and as part of a team. Ability to act as mentor to technical support specialists.
• Must be creative and proactive.Must have ability to manage multiple projects simultaneously and handle difficult, stressful situations.
• Must be able to lift, bend and move computer and printer equipment.
• Standard hours of this position are 8:45am to 4:45 pm, M-F. May require flexibility with schedule to meeting department needs.

PI198085221