Job Description Summary

Under general direction, provide support to clients in their use of technology, including software, hardware, audiovisual, and networking issues. Function as a support resource and assist other support staff, providing ongoing guidance to the clients and support team. Troubleshoot and solve technical issues related to the designated environment. Document resources used, steps taken toward resolution, solutions, and work to provide excellent service and initiatives.

Job Description

Essential Duties :

Provide Tier II technical support to clients remotely or in the field by identifying, tracking, troubleshooting and resolving requests using appropriate tools and applications. Work on complex issues and proactively identify potential areas that may cause future problems

Emergency "on-call" rotation

Escalate complex problems that cannot be resolved to the appropriate SME within TSS or another IT unit, and work with Tier I staff to assure resolution. Assist subordinate staff on balancing excellent customer service with efficient operations

Document resources used, steps taken toward resolution, solutions, and work to provide excellent service and initiatives in the Knowledge Center Support Repository

Assist with the organization and development of training, consulting, resources, support, and troubleshooting for clients, to include network software, application software, workgroup utilities and audio visual equipment

Build positive relationships and serve as liaison between areas within IT Services to coordinate technology projects requiring communication, sharing of information, and cooperation across many areas of expertise

Provide and/or share technical knowledge with other support staff in the resolution of problems/requests related to the designated system; Identify major incidents, outages and security incidents when they are happening

Assist with the development of document resolutions or workarounds for incidents that lack documentation resolution

Evaluate new computer hardware, software and audio visual equipment for use at the University, leading teams and synthesizing recommendations.

Actively promote a customer-oriented environment in which the client is treated professionally and courteously. Actively promote a customer-oriented approach throughout IT Services

Demonstrate strong customer service skills including the ability to constructively, diplomatically, patiently, and successfully handle customer complaints, problems, questions, conflict, and suggestions

Participate in cross-functional projects

Identify symptoms and break problems into distinct and manageable parts; analyze and interpret root causes associated with a given problem; look at problems from other perspectives; seek other resources/expertise to define solutions; assist in solving intra-team problems

Write clearly and succinctly in a variety of communication settings and styles; get messages across that instigate appropriate actions

Demonstrate excellent oral and written communication skills including the ability to communicate technical information to a variety of audiences including end users and clients

Learn quickly and independently; seek opportunities to extend and deepen learning

Show initiative to make basic decisions in daily work where risk is low, saving manager time; gather inputs and come to practical/sensible solutions; identify and escalates more significant decision point appropriately

Accurately restate the opinions and needs of others; demonstrate patience and active listening

Apply principles and processes of service levels to work; identify/highlight service problems

Participate in professional development activities

Perform other related duties as required or ass