Technical Support Specialist

Technical Support Specialist | Franciscan University | Steubenville, OH

At our partner institution at Franciscan University, the Technical Support Specialist will handle incoming queries and help requests from students, faculty, staff and administration. The position reports to the User Services Manager and requires working closely with other IT department personnel to aid on tasks outside their knowledge or expertise. The Specialist is responsible for providing support services to all users to gain full benefit from the institution’s investment in information technology and services.

Support services include Network, Media, Help Desk, Training, Desktop, System Support, and software inventory management. The Specialist will create detailed notes of the problem the client is experiencing, determine steps they can take to resolve the issue and manage the flow of incoming support requests. The qualified person will assist with the day-to-day operation of the institution’s computer desktops, laptops, printers, and other network peripherals.

The hours of operation are Monday – Friday, 8:00‑4:30 pm. Hours may vary.

• Provide desktop and audio‑visual technical support with strong customer service skills
• Receive, respond to and resolve Help Desk tickets
• Effectively troubleshoot and solve desktop hardware and software issues
• Support Help Desk, Desktop Technology, and Lab/Classroom Technology functional areas
• Follow best practices to ensure end user data is protected and recoverable
• Thoroughly understand multiple versions of the Windows desktop operating system, MAC OS, and patch and imaging technologies
• Assist with image maintenance and deployment as well as inventory through SCCM
• Help customers use both hardware and software products effectively
• In collaboration with the infrastructure team, troubleshoot and resolve basic network and Wi‑Fi issues
• Complete, maintain, and process pertinent paperwork, records and documentation
• Maintain historical records by documenting hardware and software changes and revisions
• Maintain client confidence and protect operations by keeping information confidential
• Provide orientation overviews related to IT services or software/hardware
• Assist with rollout of new PCs, laptops, media, network equipment, etc. in accordance with applicable replacement schedules and associated licensing

• Associate’s degree in Computer Science, Information Technologies or related field, or an equivalent combination of experience, education, and training
• Prior experience in a customer support services role
• Display strong end‑user orientation and customer support service skills
• Experience with Help Desk ticketing systems and customer service workflow
• Strong understanding of technical troubleshooting methodology
• Demonstrated experience working with a team to achieve goals
• Excellent oral, written and interpersonal communication skills
• Ability to work a flexible schedule as needed
• Orientation to detail and thorough documentation
• Demonstrated experience troubleshooting MAC devices and Windows PCs
• Demonstrated experience troubleshooting audio‑visual equipment
• Experience with Microsoft Systems Management Systems a plus

• Servant Leader
• Team Player
• Accountable
• Act with the highest integrity
• Provide excellent customer service
• Find solutions, not problems