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Technical Support Specialist I

University of the Pacific
California, United States
Salary Not specified
Date posted
Nov 27, 2023

Technical Support Specialist I

Primary Purpose:
The Technical Support Specialist I is responsible for first tier technical support to the University community, sets-up, configures, troubleshoots and upgrade desktops, peripherals and generates written resolutions in central database/knowledge repository and provides bypass and recovery of issues reported to them.

Essential Functions:
  1. Provides high level of customer service to University community during resolution of technical issues.
  2. Communicates clearly and effectively with users of varying levels of expertise.
  3. Installs, configures and maintains hardware, software and peripherals within University community.
  4. Creates and maintains process and procedure documentation.
  5. Serves at Customer Service intake desk to receive support requests in person, by phone or through other communications.
  6. Logs each request received into the Pacific Technology Incident & Issue management System, maintains updates, and follows up to ensure customer satisfaction.
  7. Troubleshoots hardware and software issues in a professional and expedient manner.
  8. Works on special projects as needed (major systems upgrades, new OS installs, etc.).
  9. Performs other related duties as assigned or requested.

University of the Pacific recognizes that diversity, equity, and inclusion is foundational to the success of our valued students and employees. We prioritize policy and decision-making that demonstrates awareness of, and responsiveness to, the ways socio-cultural forces related to race, gender, ability, sexuality, socio-economic status, etc. impede or propel students, faculty, and staff.

Minimum Qualifications:
  • High School Diploma or GED.
  • Two (2) years of experience with computer hardware and software.
  • One (1) year of experience in a Customer Service environment.
  • Net+, relevant experience, or equivalent certification.

Preferred Qualifications:
  • Excellent customer service skills with ability to communicate with a diverse group of customers, having differing levels of technical expertise, with patience and empathy, fostering trust.
  • Strong knowledge and understanding of computer application support, equipment maintenance and repair, customer service skills for a Help Desk environment, network installations/operations, computer management and support, systematic troubleshooting, cable installation and system security.
  • Understanding of networks (I.e. LAN’s, WAN’s).
  • Understanding of Active Directory (I.e. Password Resets, Users & Computers).
  • Proficiency in and knowledge of ServiceNow Incident Management System.
  • Proficiency in and knowledge of Apple products and iOS.
  • Proficiency in and knowledge of Microsoft Windows products and productivity software (Word, Excel, Outlook, PowerPoint).
  • Knowledge of Linux systems.
  • ITIL Foundation Certification or successful completion of ITILtraining and certification within introductory period.
  • Excellent verbal and written communication skills.
  • Ability to accept responsibility for managing assigned tasks, with follow-through to ensure successful completion.
  • Ability and willingness to establish and maintain effective working relationships with others.
  • Experience and sensitivity in working with people of diverse backgrounds and cultures.
  • Demonstrated experience in advancing social justice, equity, and inclusion in a university setting.
  • Ability to engage and integrate culturally responsive practices and knowledge in their work.

Physical Requirements:
The physical demands described here are representative but not definitive of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Extended periods of sitting with repetitive hand/wrist motion while keying on computer or using phone. Frequent walking and standing required. May require occasional, bending, stooping, squatting, reaching and occasional climbing of ladders and stairs. Simple grasping, frequent use of computer keyboard. Ability to lift/carry up to 25 lbs.

Work Environment/Work Week/Travel:
Work is primarily performed in a standard office environment and/or machine room with exposure to noise and cooler temperatures. Work performed during standard business hours. Occasional overtime, after-hours, and/or weekend availability may be required to meet business deadlines. Willingness to work under occasional stress. Travel as required to work on all University campuses.

Hiring Range: $20.35 - $26.96 per hour. We consider factors such as, but not limited to, scope and responsibilities of the position, candidate’s qualifications, internal equity, as well as market and organizational considerations when extending an offer.

Background Check Statement:
All applicants who receive a conditional offer of employment are required to execute a release and authorization for a background screening.

To apply, visit

University of the Pacific is an affirmative action and equal opportunity employer dedicated to workforce diversity. In compliance with applicable law and its own policy, Pacific is committed to recruiting and retaining a diverse faculty and staff and does not discriminate in its hiring of faculty and staff, or in the provision of its employment benefits to its faculty and staff on the basis of race, color, religion, national origin, ancestry, age, genetic information, sex/gender, marital status, military and veteran status, sexual orientation, medical condition, pregnancy, gender identity, gender expression, or mental or physical disability.


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