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Technology Support Spl II, IT-Client Support & Services

at University of Delaware in Newark, Delaware, United States

Job Description

University of Delaware
Equal Employment Opportunity Statement

The University of Delaware is an Equal Opportunity Employer which encourages applications from Minority Group Members, Women, Individuals with Disabilities and Veterans. The University's Notice of Non-Discrimination can be found at http://www.udel.edu/aboutus/legalnotices.html


Job No: 497077
Work Type: Staff
Location: Newark
Categories: Information Technology, Full Time


PAY GRADE: 28N

CONTEXT OF THE JOB:

The IT Client Support & Services (IT-CSS) department at the University of Delaware (UD) seeks applicants for the position of Technology Support Specialist II (TSS II).

IT-Client Support & Services focuses on helping the UD community use technology effectively and efficiently. IT-CS&S supports productivity and instructional tools for the UD community, student computing, and assistance with hardware and software issues.

The IT Support Center (SC) is a customer service oriented "IT helpdesk" group within the IT-Client Support & Services unit. SC staff answer technology-related questions from students, faculty, and staff. The IT SC provides help with information systems, hardware, software, networking, system security, mobile computing and other related technologies used on campus. The Technology Support Specialist II serves as the first tier of support for Information Technologies and responds to client's questions/problems with a primary goal of "first call resolution". The TSS II works in a fast paced environment and handles a variety of technology related questions and problems that range from low-level to highly critical situations.

The Technology Support Specialist II reports to the IT Support Center Manager.

MAJOR RESPONSIBILITIES:
  • Provides first level support for various technology-related questions using diagnostic/problem-solving and customer service skills. Diagnoses client's questions/problems with a primary goal of "first contact resolution" and calls that do not get resolved are referred to other staff in IT.
  • Responds to telephone calls, voicemails, emails, and web requests in a timely manner and has the ability to explain technical issues and answers to non-technical clients. Analyzes problems, provides solutions, refers to online documentation and/or training, and generates trouble tickets. Demonstrates analytical and diagnostic skills by identifying missing/incomplete information in resolving more complex technology related problems.
  • Initiates the procedure for handling incidents, includes recording basic details of the incident, symptoms, basic diagnostic data, and other key information. Follows documented procedures utilizing appropriate tools. Determines problem priority and tracks calls referred to assure timely and reliable service. Escalates problems when necessary.
  • Assists in the investigation of problems and other requests for support. Participates in special technology related projects.
  • Provides clients with access to central computing systems and administrative information in compliance with established policies and procedures that provide for secure administration.
  • Processes systems security incidents according to SC and University policies and procedures. Administers client computing accounts.
  • Provides reports of user access and computer accounting. Prepares standard reports, such as help desk incident reports. Helps develop documentation of procedures and best practices for future reference.
  • Contributes to the internal and external trouble ticket system knowledgebase to share technical information with colleagues and promote client self-sufficiency.

    Equal Employment Opportunity/M/F/disability/protected veteran status

    PI151212188
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Job Posting: 862033

Posted On: Nov 02, 2021

Updated On: Nov 23, 2021