Remote Technology Support Specialist Level II

Summary

Join our team as a Technology Support Specialist and play a vital role in supporting ACE students, faculty, and staff with day-to-day technology support and helpdesk services. As the lead helpdesk technician, you will be responsible for overall ticket management, documentation, and end-user computing project management. You will also serve as the lead helpdesk technician and be responsible for overseeing end-user computing updates, upgrades, and projects.

Responsibilities

• Serves as helpdesk and support technician for the college
• Oversees ticket churn and maintains low ticket response times
• Responsible for overseeing end user computing updates, upgrades and projects
• Fields incoming help requests from end users via both telephone and tickets
• Builds rapport and elicits problem details from help desk customers
• Prioritizes and schedules customer communication. Escalates tickets and/or issues (when required) to the TSS III or the Sr. Technology Support
• Ensures tickets track the help desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to the final resolution
• Applies diagnostic utilities to aid in troubleshooting
• Accesses software updates, drivers, knowledge bases, and frequently asked questions resources on the Internet to aid in problem resolution
• Also creates and updates Knowledge Base articles for the college to utilize
• Identifies and learns appropriate software and hardware used and supported by the organization
• Performs hands-on fixes at the desktop level, including installing and upgrading software, implementing file backups, and configuring systems and applications and testing resolutions
• Sets up new hires and conducts technology onboarding of new hires
• Images end user devices when needed
• Performs post-resolution follow-ups to help requests
• Develops help sheets and knowledge base articles for end users
• Keeps all asset lists up to date with any adds, moves, or changes
• Manages adds, moves, and changes to system access per Human Resources requisitions
• Updates distribution lists within email system per Human Resources requisitions
• Completes education levels associated with systems and software utilized by ACE
• Maintains accurate knowledge of all security platforms utilized by ACE
• Maintains accurate knowledge of all MFA platforms utilized by ACE
• Understands, maintains accurate knowledge, troubleshoots and maintains the ACE SharePoint sites and libraries in conjunction with associated security groups
• Completes daily tasks associated with system checks for up/down status
• Completes and escalates as necessary any and all infrastructure alarm notifications
• Trains Technical Support Specialist I and entry level personnel on day-to-day responsibilities and tasks associated with maintaining a secure and operational environment for all ACE staff and students
• Completes assigned education to maintain knowledge and skills beneficial to ACE and all its IT related systems and functionality
• Reviews TSS level I tickets for constructive feedback and training
• Ensures all assigned projects are completed within the assigned timeline
• Assists with the annual refresh of employee assigned computers
• Onsite attendance required whenever requested
• Tests all requested equipment utilized during onsite visits such as, but not limited to board meetings, team meetings, HLC, CAEP, etc