Specialist - Technical Support
Harper College - Palatine, IL
posted 3 months ago
About the position
The Specialist - Technical Support at Harper College is responsible for providing comprehensive training, support, and delivery of technological solutions across the college. This role serves as a vital link between the user community and the Information Technology department, ensuring that outstanding customer service is delivered through various channels including in-person, online, and by phone. The Specialist will oversee the implementation of end-user technology needs and will be tasked with mentoring and supervising employees from different groups as directed. In addition to direct support, the Specialist will manage the procurement process for IT hardware and software. This includes identifying needs, soliciting quotes, and negotiating contracts with vendors. The role requires a thorough understanding of quote and invoice layouts to ensure accuracy and compliance with institutional policies. The Specialist will also be responsible for interpreting privacy policies, terms of use, and service agreements to protect the organization's interests. The position demands excellent communication and negotiation skills, as the Specialist will collaborate with cross-functional teams to address procurement-related inquiries and resolve issues promptly. Maintaining accountability in client interactions is crucial, ensuring that their needs are met and that follow-ups are conducted regarding procurement requests. The Specialist will utilize a ticketing and contract/license management system to track procurement requests and monitor compliance, providing updates to stakeholders as necessary. Asset management is another key responsibility, where the Specialist will maintain data on hardware and peripheral equipment from acquisition to retirement. The role also involves documenting and tracking technical support issues to ensure timely resolutions, contributing to the creation of technical support documentation, and participating in the development of guidelines for the usage and management of systems and software supported by Information Technology. The Specialist will also act as a mentor to staff and will be expected to communicate complex technical concepts clearly to non-technical stakeholders, including executive council and C-suite members.
Responsibilities
- Manages the procurement process for IT hardware and software, including identifying needs, soliciting quotes, and negotiating contracts with vendors.
- Analyzes and understands quote and invoice layouts to ensure accuracy and compliance with institution policies.
- Reads and interprets privacy policies, terms of use, statements of work, and master service agreements to ensure compliance and protect the organization's interests.
- Utilizes the procurement system to facilitate purchasing activities, ensuring all transactions are processed smoothly and efficiently.
- Understands network infrastructure with the ability to analyze and determine whether purchased products are compatible with existing systems and will function effectively within the environment.
- Collaborates with cross-functional teams to support procurement-related inquiries and resolve issues in a timely manner.
- Maintains accountability in working with clients, ensuring their needs are met and following up to address any concerns or updates regarding their procurement requests.
- Utilizes a ticketing and contract/license management system to track procurement requests, monitor progress, monitor renewals, track compliance, and provide updates to stakeholders.
- Maintains appropriate asset management data, hardware and peripheral equipment from acquisition to retirement in inventory database.
- Completes work on assigned tickets, projects, and tasks, documenting, tracking, and monitoring the problem to ensure a timely resolution.
- Stays current with relevant Harper College systems, information, changes and updates.
- Contributes to the creation of technical support documentation resolutions, processes, and procedures.
- Participates in the development, implementation, and communication of guidelines and procedures for the usage, deployment and management of systems and software supported by Information Technology.
- Assists as appropriate with projects involving Information Technology.
- Functions as professional and technical mentor to staff whenever necessary.
- Clearly articulates complex technical concepts to non-technical stakeholders, ensuring understanding and engagement across diverse audiences.
- Performs related duties as assigned.
Requirements
- Bachelor's Degree or four (4) years of equivalent experience.
- Related certifications a plus including current Microsoft Windows operating system, Mac OS, Microsoft Office Suite, CompTIA A+, Help Desk Institute, ITIL.
- Expertise in a wide variety of operating systems.
- Knowledge of complex software packages for PC and MAC based systems.
- Minimum 4 years of technical experience in an enterprise environment.
- Ability to manage user accounts in appropriate consoles.
- Excellent time management and project management skills.
- Expert technology problem solver.
- Experience with desktop hardware, software applications, operating systems and network connectivity.
- Good understanding of TCP/IP Networking and VPN.
- Experience writing communications.
- Ability to provide multi-language support is a plus.
- Experience in higher education or a campus environment is a plus.
