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Technical Support Specialist I
The Technical Support Specialist I manages first level software/hardware technical support requests via phone, e-mail, and web page forms.
Responsibilities will include overseeing the effective and timely response to all requests maintained within the university service requests application within established Service Level Agreement (SLAs). Problem resolution may involve the use of diagnostic and help request tracking tools, as well as require that the individual give hands-on help.
Additional responsibilities will include working with the Supervisor of Technical Support to improve service response times, deliverables and identify prospective technology training for the WesternU community.
Knowledge, Skills and Abilities
Individuals must possess the knowledge, skills and abilities or be able to explain and demonstrate that the individual can perform the essential functions of the job, with or without reasonable accommodation, using some other combination of skills and abilities.
1. Experience with Microsoft and Apple operating systems, Microsoft Office products and other various software programs.
2. A fundamental understanding of network technology in the context of TCP/IP switched networks.
3. Good working knowledge of computer hardware. Must have the ability to diagnose, troubleshoot and repair hardware related issues.
4. Skill in using various hand tools and proficient in the use of the internet.
5. Good verbal and written communication skills. Must be able to effectively interact with administration, faculty, staff, students, and outside contacts.
6. Ability to provide both in-person or computer-based technology support assistance using remote tools and diagnostic utilities to aid in troubleshooting.
7. Regular attendance, reliability and punctuality.
8. Great time management and organizational skills.
1. Experience with Microsoft and Apple operating systems, Microsoft Office products and other various software programs.
2. A fundamental understanding of network technology in the context of TCP/IP switched networks.
3. Good working knowledge of computer hardware. Must have the ability to diagnose, troubleshoot and repair hardware related issues.
4. Skill in using various hand tools and proficient in the use of the internet.
5. Good verbal and written communication skills. Must be able to effectively interact with administration, faculty, staff, students, and outside contacts.
6. Ability to provide both in-person or computer-based technology support assistance using remote tools and diagnostic utilities to aid in troubleshooting.
7. Regular attendance, reliability and punctuality.
8. Great time management and organizational skills.
Education: Any combination, training or experience equivalent to an Associate of Arts degree in a Science subject or closely related field that provides the required knowledge, skills and abilities. 2. Experience: 1-2 years experience in computer repair and/or customer support.
List comments regarding work hours
This position is primarily onsite in Pomona, CA.
Work hours will typically be an 8-hour shift within the hours of 7:30AM and 5:30PM, Monday-Friday. Occasionally, after hours work may be required, including nights and weekends. Occasional or scheduled remote work may be available or required.
Posting Date 05/24/2023 Close Date Open Until Filled Yes Special Instructions to Applicants
Work hours will typically be an 8-hour shift within the hours of 7:30AM and 5:30PM, Monday-Friday. Occasionally, after hours work may be required, including nights and weekends. Occasional or scheduled remote work may be available or required.
This position cannot be filled until after July 1, 2023.
Essential Job Duties
Job Duties
Maintain and operate the ticketing system (ITSM)
- Review received support requests, schedule service responses and provide solution descriptions as necessary into the ITSM.
- Assist with maintaining support related documentation.
Percentage Of Time
30
Job Duties
Provide support to the University (faculty, staff, alumni, and students)
- Provides information by answering Helpdesk telephones, logging calls into the ITSM, and handling walk-in or remote support questions from students, faculty and staff.
- Monitor all approved technical service request queues/channels/email and respond to issues in a timely manner.
Percentage Of Time
30
Job Duties
Provide device support.
- Provides support and troubleshooting for employee software/applications.
- Troubleshoot student laptops and install University-owned software.
- Maintain university laptops and workstations.
Percentage Of Time
30
Job Duties
Other
Although the aforementioned core duties encompass a substantial portion of the role, additional responsibilities may be assigned periodically. In line with a collaborative and cooperative approach, it is anticipated that all employees will contribute to advancing the Information Technology mission at WesternU by staying updated with the latest advancements in information technologies and troubleshooting methodologies.
Although the aforementioned core duties encompass a substantial portion of the role, additional responsibilities may be assigned periodically. In line with a collaborative and cooperative approach, it is anticipated that all employees will contribute to advancing the Information Technology mission at WesternU by staying updated with the latest advancements in information technologies and troubleshooting methodologies.
Percentage Of Time
10
Physical Demands
Physical Demands
Do the essential functions of this job require lifting?
Yes
If yes, list maximum weight and duration
WesternU Policy requires persons employed by the University to provide proof of vaccination against the SARS-CoV2 (COVID-19), subject to limited exemptions, regardless of whether the employee is on-site or working authorized to work remotely. Exempted employees, or those whose status of full vaccination is pending, will be required to submit to regular COVID-19 testing for in-person/on-campus work assignments.
The physical demands described here are representative of those that must be met by any employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this job, the employee is frequently required to use hands, reach with hands and arms, and talk or hear. The employee is regularly required to stand, walk, sit and occasionally required to climb. The employee must frequently lift and/or move up to 10 pounds, regularly lift and/or move up to 25 pounds, and occasionally move up to 100 pounds. Specific vision abilities required by this job include close and color vision, peripheral vision, and ability to adjust focus.
The physical demands described here are representative of those that must be met by any employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this job, the employee is frequently required to use hands, reach with hands and arms, and talk or hear. The employee is regularly required to stand, walk, sit and occasionally required to climb. The employee must frequently lift and/or move up to 10 pounds, regularly lift and/or move up to 25 pounds, and occasionally move up to 100 pounds. Specific vision abilities required by this job include close and color vision, peripheral vision, and ability to adjust focus.
Describe Work Environment
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Duties are normally performed in a typical office setting. The employee in this job may be exposed to the risk of electrical shock and radiation. The noise level in this setting is usually moderate to very loud.
Some job duties may be performed remotely.
Duties are normally performed in a typical office setting. The employee in this job may be exposed to the risk of electrical shock and radiation. The noise level in this setting is usually moderate to very loud.
Some job duties may be performed remotely.
Applicant Documents
Required Documents
Optional Documents
- Resume
- Cover Letter
- Letter of Recommendation #1
- Letter of Recommendation #2
- Letter of Recommendation #3
- Additional Applicant Document
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To produce, in a humanistic tradition, health care professionals and biomedical knowledge that will enhance and extend the quality of life in our communities.
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INDUSTRY
TEAM SIZE
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LOCATION
DATE POSTED
August 6, 2023
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