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Technical Support Services provides a central source of support for the Saint Leo University community of information technology resources. Technical Support Specialists provide the first line of technical assistance. The Technical Support Specialist requires strong knowledge of incident management software and processes related to intake, escalation, documentation, and closure of incidents.
Provides on-ground hardware and software support to the Center for Online Learning (COL) Student Support Center staff and administrators in Windows and Mac OS environments.
Installs and maintains PC and printer hardware and software, performs routine maintenance and applies vendor updates to software.
Responsible for receiving and creating Help Desk Incidents.
Manage incident queues and escalate incidents to appropriate technical teams.
Provides first level assistance to university faculty, staff, and students for Windows and Mac OS environments.
Serves as contact for remote locations to obtain clarification of problems and to identify solutions or corrective actions.
Ability to install, troubleshoot, upgrade and document PC hardware, software, and Microsoft Office Suite and/or related products.
Associates degree from a regionally accredited college or university
Support certification or two (2) or more years of progressively responsible experience and/or any equivalent combination of education and experience and training that provides the required knowledge, skills and abilities.
Excellent face-to-face, remote, and telephone communication customer services skills.
Client/Server enterprise infrastructures.
Personal computer software applications, e.g. Microsoft Office, Word, Excel, etc.
Networking, LANs, WANs, routers, gateways. Networking architecture: TCP/IP.
General distributed hardware: printers, scanners, and PC based peripherals.
Working knowledge of Active Directory.
Associates degree from a regionally accredited college or university.
Two (2) or more years of progressively responsible experience and/or any equivalent combination of education and experience and training that provides the required knowledge, skills and abilities.
Bachelor’s Degree from a regionally accredited university or college
CompTIA A+ Certification
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