Technical Support Specialist

Technical Support Specialist | Cornell College | Mount Vernon, IA

At our partner institution at Cornell College

The Technical Support Specialist will be service focused and possess excellent customer service skills. They must provide exceptional end‑user support for Technology Services which include network access, e‑mail systems, computer and classroom technology, and supported hardware and software applications. The Technical Support Specialist will provide technical computer support that ensures all systems are functional. Provide high‑quality customer service including effectively listening and communication skills to ensure understanding of the end‑user’s inquiry;

keep current with hardware systems and applications used on campus; work on cross‑functional IT projects; participate in testing system upgrades and new applications; supervise various duties performed by student workers. Administer, configure, troubleshoot, properly recycle and maintain client desktops, laptops, and audio‑visual equipment. Provide support to Student Workers. In addition, the Technical Support Specialist requires collaborative work with the network and system administrators to ensure IT services are functioning effectively.

Hours of operation are Monday – Friday, 8:00 am – 5:00 pm. Hours may vary.

• Software installation and upgrades, software troubleshooting, image deployment, and patch maintenance.
• Maintain and develop documentation relative to hardware and software inventory.
• Work with users to analyze, troubleshoot, and repair computer hardware and software.
• Assist users with the use of supported hardware, software and peripherals.
• Assist users with the use of supported audio‑visual equipment, e.g., projectors and conferencing equipment.
• Assist with projects and maintenance.
• Provide support for printer and copier related issues.
• Attend and actively participate in regular team meetings.
• Review, input, and update service tickets from the centralized ticketing system.
• Knowledge of troubleshooting procedures and good analytical skills.
• Proficient in all skills, policies, procedures and protocol required to complete assigned tasks.
• Keep abreast of industry technologies to enhance technical skills.
• Maintain a professional attitude and provide excellent customer service at all times, to include maintaining a good work ethic and assisting team members when needed.
• Good interpersonal skills, with a focus on rapport‐building, listening, and questioning skills.
• Other duties as assigned.

• Minimum Associates degree in Information Technology.
• Knowledgeable in Windows 11, Microsoft Office, Hardware and Software troubleshooting techniques, Knowledge of Active Directory, Printers and Print server and Microsoft Outlook are preferred skills.
• Basic experience with network equipment and troubleshooting is a plus.
• Ability to adjust work schedule to business needs.
• Must be able to lift 50 lbs. as need to move equipment across the campus environment.
• Must be able to sit long periods at a time and or stand long periods at a time.
• Ability to absorb and retain information quickly.
• Ability to present information in a user‑friendly language.
• Self‑motivated and directed.
• Ability to effectively prioritize and execute tasks.
• Ability to communicate effectively orally and in writing to internal and external groups of various levels of responsibility.

BE A:
Servant Leader
Team Player
Accountable
Act with the highest integrity
Provide excellent customer service
Find solutions not problems