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Technology Support Specialist

La Salle University

Philadelphia, PA

Job posting number: #7068775

Posted: August 11, 2020

Application Deadline: Open Until Filled

Job Description

Position Summary
The IT Support Technician reports to the Helpdesk Manager and provides timely delivery of quality technical support and excellent customer service to internal and external customers.

Essential Duties
• Diagnoses, documents, escalates, and resolves IT support tickets
• Provides support for AV classroom technology and on-campus events
• Ensures customer service is timely and accurate
• Improves customer support by following up with customer queries and complaints
• Follows ITIL best practices throughout the entire technical support process
• Provides reports as requested by the Helpdesk Manager
• Provides support for major IT projects across campus, including hardware and software deployments.
• Executes IT project related tasks
• Creates and maintains IT support documentation
• Evaluates new products or services and suggests enhancements

Secondary Responsibilities
• Performs other related duties as assigned

# of Direct Reports 0
Required Qualifications
• Bachelor’s degree in Computer Science, Information Technology, or a related field or an equivalent combination of experience and education.
• 1-3 years of experience in a related position.
• Demonstrated customer service experience
• Exhibit a problem-solving attitude and high quality technical skills
• Knowledge and understanding of University organizational goals, objectives, policies and procedures
• Ability to instruct non-technical users
• Excellent oral and written communication skills
• High comfort level in using technology to optimize workflow and business processes
• Knowledge of and commitment to the mission of La Salle University

Preferred Qualifications
Physical Requirements and/or Unusual Work Hours
• Evening and weekend work may be necessary during peak times including the start of the academic semesters and work on IT projects
• Local travel may be required to satellite campuses.
• Responsibilities include frequently moving equipment and/or supplies weighing up to 50 pounds across campus.



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