Technical Support Specialist; Hybrid

Position Summary:

The Technical Support Specialist at Vanderbilt University is tasked with addressing moderately complex technical challenges faced by the university community. This position plays a critical role in providing effective resolutions primarily through remote support. The specialist possesses a deep understanding of the university's software and hardware systems, enabling them to educate users on functionality and effectively troubleshoot diverse technical issues. By actively contributing to documentation efforts and engaging in collaborative initiatives, this role ensures that support processes are optimized to meet the specific needs of faculty, staff, and students in both remote and on-site environments.

About the Work Unit:

Vanderbilt University Information Technology is a human-centric organization that advances our university by delivering innovative solutions and frictionless experiences through collaboration.

Key Functions and Expected Performance:

Technical Support and Troubleshooting

• Provide timely and effective remote support for moderately complex technical issues related to software, hardware, and network functionality.
• Conduct in-person consultations for walk-ins and scheduled appointments, offering hands-on assistance when needed.

User Education and Guidance

• Educate users on system functionality, guiding them through proper usage and best practices to enhance their experience with university technology.
• Create and deliver user training materials and resources to facilitate a better understanding of available tools.

Documentation and Process Improvement

• Contribute to the development and maintenance of a comprehensive knowledge base by documenting common issues, solutions, and troubleshooting procedures.
• Identify areas for process improvement and collaborate with team members to refine support methodologies for more efficient service delivery.

Collaboration and Team Support

• Engage in knowledge sharing and collaborative problem-solving with team members to address escalated technical challenges.
• Participate in training and mentoring junior staff, fostering a team-oriented environment that promotes continuous learning.

Customer Relationship Management

• Maintain effective communication with faculty, staff, and students, ensuring a high level of customer satisfaction through responsive and personalized support.
• Gather user feedback to inform ongoing improvements to support services and technology resources.

On-call Responsibilities:

The position includes rotating on-call duties for after-hours incident response and requests.

Supervisory Relationships
:

This position does not have supervisory responsibility. This position reports administratively and functionally to the Lead Technical Support Specialist.

Education and Certifications:

• High school diploma or equivalent is necessary
• A bachelor's degree in Computer Science, Information Technology, or a related field is preferred
• Relevant certifications such as CompTIA A+, Network+, or equivalent qualifications are preferred

Experience and Skills
:

• 3-4 years of experience in technical support or a related field is necessary
• Experience with remote support tools and ticketing systems is necessary
• Demonstrated commitment to VUIT’s Guiding Principles is necessary
• Strong knowledge of operating systems (Windows, macOS, Linux), commonly used software applications, and networking principles is necessary
• Excellent problem-solving skills with the ability to diagnose and resolve technical issues efficiently are necessary
• Strong communication skills, both verbal and written, for effective interaction with a diverse user population are necessary
• Demonstrated ability to work independently and as part of a team, with a focus on collaboration and customer service is necessary

Information Technology’s Guiding Principles:

• Trust and Respect- VUIT cultivates a community built on trust, mutual respect, and inclusivity, where all members feel valued and supported. We prioritize honesty, dignity, empathy, and a willingness to listen and understand.
• Professionalism- VUIT strives to maintain a culture of maturity, accountability, and integrity to best represent the University and self. Have a sense of humility and poise in your work and daily interactions.
• Collaborate- VUIT commits to being inclusive in solution design where we value sharing within and partnering across the university. We are intentional about including our colleagues and preventing silos.
• Bias-to-Action- VUIT is seen as a change maker by exhibiting a decisive, self-starter, take-action approach with a willingness to make decisions without excessive deliberation. Personal initiative is recognized as a key part of the creative process.
• Communicate
  - Communication (written, verbal and non-verbal), within and outside VUIT, is open, thoughtful, welcoming, clear, proactive, concise yet complete, always honest, and delivered kindly.
• Innovate- VUIT pledges to be bold and challenge the status quo by inspiring a culture of creativity that promotes…