Technical Support Specialist, Tier 1

Job Description

Reporting to the supervisor and as a member of the Technical Support team, the Tier 1 Technical Support Specialist provides technical administrative support to students and employees. This includes first level technical troubleshooting, support to all call/email-in and walk-in customers for a broad range of endpoint user hardware, applications and operating systems.

TYPICAL DUTIES
• Acts as the initial point of contact for all internal and external, college-related IT support requests
• Ensures all service requests, change requests and incidents are coordinated and complied with according to either published service levels or according to service matrices
• Performs an initial diagnosis and support of problems from discussions with the client
• Provides solutions via telephone, email or in person where possible
• Advises clients of and assigns work orders, when necessary, to other technical resources
• Assigns priori...