Support Specialist

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Job Title: Support Specialist Department: Fisher College | Information Technology Services Operations Responsible for Senior Helpdesk service to provide top-tier service and support for all institutional users utilizing computers, peripherals, enterprise applications, mobile devices, networks, and information resources. This position also includes responsibilities as a backup for the Helpdesk Supervisor, ensuring continuity of operations and services within the helpdesk team.

• Deliver senior-level helpdesk service and support to institutional users, ensuring a high level of customer satisfaction.
• Provide first call resolution for all technology issues and requests within the scope of the helpdesk.
• Manage triage and workflow routing of requests, escalating issues to appropriate departments as necessary.
• Responsible for account management and creation on multiple platforms, including Microsoft Active Directory (AD):
  • User account administration: Creating, modifying, and disabling user accounts.
  • Group management: Managing distribution and security groups, including user group assignments.
  • Calendar administration: Assisting users with calendar access and permissions.
  • Email mailing groups: Creating and managing email distribution lists.
• Assist in the assignment and escalation of tickets, ensuring effective tracking and resolution.
• Serve as the first point of escalation for complex issues as requested by management.
• Collaborate with IT team members to develop solutions and improve helpdesk processes.
• Maintain documentation of technical procedures, workflows, and knowledge base articles to enhance team efficiency.
• Provide training and support for junior helpdesk staff as needed.
• Actively participate in team meetings to share insights and contribute to ongoing service improvements.
• Take on supervisory responsibilities in the absence of the Helpdesk Supervisor, ensuring appropriate workflow and support for team members.

Minimum Education Required: Bachelor's Level Degree or equivalent combination of education and experience with a Major in computer & information science. Required Qualifications: 4 years of relevant experience in a help desk or technical role . Proven experience in a helpdesk or technical support role, preferably with senior level experience. Strong knowledge of computer systems, mobile devices, enterprise applications, and networking concepts. Proficiency in Microsoft Active Directory administration (user accounts, group management, calendar administration, email mailing groups). Excellent problem-solving skills and the ability to work under pressure. Strong communication skills, with a focus on customer service. Ability to work collaboratively as part of a team and independently when required. Previous experience in a supervisory role or willingness to take on leadership responsibilities preferred. Desired : 4-8 years of relevant senior helpdesk experience; Strong Windows and Mac troubleshooting skills; ITILv3 knowledge Additional Information:

The target hiring range for this job profile is $58,700.00 - $77,200.00. The actual salary paid to an individual will vary based on multiple factors, including but not limited to, education, years of experience, internal equity, etc.

Location: Mason Hall (0252) Position Type: Regular Scheduled Hours: 40 Shift: First Shift

Final candidates are subject to successful completion of a background check. A drug screen or physical may be required during the post offer process.

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The university is an equal opportunity employer, including veterans and disability.