Technical Support Specialist

University of New Hampshire - Concord, NH

Full-time - Mid Level

Concord, NH

10,001+ employees

Educational Services

About the position

The Technical Support Specialist at the University of New Hampshire plays a crucial role in providing advanced technical support and exceptional customer service to the USNH community. This full-time position involves both in-person and remote assistance, focusing on the deployment, monitoring, and maintenance of Windows and Mac hardware and software. The specialist will troubleshoot various IT issues, manage IT assets, and provide escalation support for complex problems, all while collaborating with other departments to ensure smooth operations and effective communication with non-technical users.

Responsibilities

• Provide in-person and remote technical support for hardware and software issues.
• Troubleshoot network and printing problems.
• Manage computer lifecycle and IT asset management.
• Provide escalation support for complex technical issues.
• Collaborate with departments for hardware and software transitions.
• Train users on various software and systems used throughout USNH.
• Supervise and assign work to team members, providing mentorship and knowledge sharing.
• Participate in complex IT projects, developing project plans and documentation.
• Maintain up-to-date knowledge of recent technology and recommend improvements.
• Communicate effectively with clients and non-technical users.

Requirements

• Bachelor's degree in Information Technology or related field.
• 4 years of experience in the Information Technology field.
• Demonstrated customer service experience and strong communication skills.
• Expertise in multiple IT areas including networks, configuration management, and operating systems.
• Experience with Microsoft Windows and Apple macOS platforms.
• Endpoint management experience with Microsoft Intune or similar systems.
• Ability to work under general direction and exercise judgment in problem-solving.

Nice-to-haves

• Supervisory experience working with student workers or interns.
• Experience in higher education environments.
• Knowledge of USNH acceptable computing practices and security policies.
• Project management and strategic planning experience.
• Mentorship and training experience.

Benefits

• Health insurance
• Dental insurance
• Paid time off
• Retirement
• Tuition assistance