The Support Specialist is responsible for providing excellent Information Technology end user computing and/or Audio-Visual support throughout the school of business to students, faculty, staff, and infrastructure (classroom, offices, and common areas). The incumbent must be able to work flexible hours.
Specific Responsibilities:
- Providing excellent front-line technical support for all Kellogg faculty, staff and students
- Supporting and maintenance of devices and IT services
- Supporting videorecording and web conferencing sessions
- Providing technical support for public computing including printers, computer kiosks, public displays and peripherals
- Asset management (tasks related to university-owned devices)
- Performing non-technical tasks and other related duties as required or assigned
Minimum Qualifications:
- 2 - 4 years’ of experience in the field of Information Technology end user computing and/or Audio Visual support or equivalent combination of education and experience from which comparable knowledge and abilities can be acquired.
- Two years of customer service experience providing excellent in person or over the phone support
- Proficient in Microsoft Office, Windows OS, and Mac OS
- Intermediate skills supporting and troubleshooting of audio and video integrated systems and/or computing devices
- Basic understanding of TCP/IP networking
- Professional demeanor with strong ability to work with others as an effective member of a team
- Ability to follow instructions and work effectively with minimal direct supervision
- Ability to make sound decisions and work effectively even under time pressure
- Detail oriented, self-motivated, and excellent communication skills
Preferred Qualifications:
- Basic experience in troubleshooting Windows and Apple hardware
- Advanced problem-solving skills supporting and troubleshooting of audio and video systems
- Exposure to incident tracking tools (i.e., ServiceNow, Footprints, Remedy, or other)
- CTS, A+, Microsoft, Apple, or equivalent certification(s)
- 2 - 4-year college degree
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