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User Services provides a central source of support for all Saint Leo University customers and users of information technology resources. User Services is staffed by Technology Support Specialists who provide the first line of technical assistance to our customers. The Technology Support Specialist requires a strong knowledge of incident management software and process related to intake, escalation, documentation, and closure of incidents.
Additional responsibilities include, but are not limited to, answering support calls, analyzing, troubleshooting and programming computers and systems for University users, providing network, PC, printer, and related technologies support.
• Create and manage desktop and laptop images.
• Responsible for asset inventory and tracking management.
• Management of vendor self-maintainer programs
• Responsible for receiving and creating Help Desk incidents.
• Manage incident queues and escalate incidents to appropriate technical teams.
• Support university students, staff, and faculty accessing university online classrooms, email, and university portal.
• Provide first and second level assistance to university faculty, staff, and students for Windows and Mac OS environments.
• Installs and maintains PC and printer hardware and software, performs routine maintenance and applies vendor updates to software.
• Serves as contact for remote locations to obtain clarification of problems and to identify solutions or corrective actions.
• Excellent telephone communication and customer service 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, Internet.
• General distributed hardware: printers, scanners and PC based peripherals.
• Working knowledge of Active Directory.
• Associate’s degree from a regionally accredited college or university
• CompTIA A+ Certification required
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. CompTIA A+ Certification.
Bachelor’s degree preferred. 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.
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