Specialist - Technical Support

Harper College - Hoffman Estates, IL

Full-time

Hoffman Estates, IL

10,001+ employees

Educational Services

About the position

The Technical Support Specialist at Harper College is responsible for implementing and supporting end-user technology needs while providing exceptional customer service. This role serves as a liaison between the user community and the Information Technology department, ensuring that technical issues are resolved efficiently and effectively. The specialist will support a variety of hardware and software, maintain documentation, and contribute to the overall improvement of IT services within the college.

Responsibilities

• Provides phone, email, and chat support for end user systems and applications, ensuring outstanding customer service during all encounters.
• Supports, maintains, and troubleshoots software, computers, laptops, printers, projectors, classroom technology, and other hardware used by various departments.
• Utilizes a ticketing system to document and prioritize work, logging all interactions and troubleshooting support calls and emails.
• Completes work on assigned tickets, projects, and tasks, documenting and monitoring problems to ensure timely resolution.
• Stays current with relevant Harper College systems, information, changes, and updates.
• Contributes to technical support documentation of resolutions, processes, and procedures, and participates in the development of guidelines for system usage and management.
• Interacts with systems administrators and software engineering to restore service and perform root cause analysis as needed.
• Evaluates and recommends new software, hardware, and services to enhance functionality and reduce user problems.
• Facilitates communication between the end-user and Information Technology.
• Assists with projects involving Information Technology as appropriate.

Requirements

• Associate Degree or two years of equivalent experience; related certifications such as Microsoft Windows, Microsoft Office Suite, ComTIA A+, Help Desk Institute, ITIL are a plus.
• Understanding of a wide variety of operating systems and support tools.
• 2+ years' experience supporting Windows desktop/laptop PCs.
• 2+ years of Remote Desktop support experience.
• 2+ years of experience in customer service providing remote technical support.
• Ability and willingness to work outside of normal hours.
• Excellent interpersonal, verbal, and written communication skills.
• Experience working in a team-oriented, collaborative environment.
• Familiarity with a problem management ticket system and Active Directory.
• Knowledge of commonly-used concepts, practices, and procedures within the Information Technology field.

Nice-to-haves

• Experience in higher education or a campus environment is a plus.

Benefits

• Competitive Salary