IT Helpdesk Remote Support; Support Specialist I
Liberty University

Job Info

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The Support Specialist's primary responsibilities are technical support and customer service. Support Specialists ensure end users can accomplish business and education tasks by helping them resolve technical issues. Support Specialists receive, prioritize, document, and ultimately resolve end user computer related help requests via Phone and Chat Queues. Problem resolution may involve the use of diagnostic and help request tracking tools, remote troubleshooting, and/or software installation. Support specialists coordinate with other IT departments to ensure that reported issues are being resolved. Must have home internet service to provide support while working from home. Must accomplish necessary certifications within required timeframe (MOS, IC3 Fundamentals, and others as required). This position requires 40 hours/week, performance of duties via home internet access, and includes weekend and evening shifts. The exact schedule will be determined based on current staffing needs. Office hours are 7AM - 12AM Monday - Friday. 10AM - 6PM Saturday, 1PM - 12AM Sunday.

Essential Functions and Responsibilities

1. Maintain call and support metrics at required level for assigned area.

2. Escalate tasks due to need for higher level of technical ability or customer service skills required.

3. Utilize help request system to document work and customer interaction.

Qualifications, Credentials, and Competencies

Minimum Qualifications:

1. A designated home workspace free of distractions.

2. A reliable high speed home Internet connection(10Mbps Download, 5Mbps Upload).

3. Familiarity with computer hardware, software, operations, and common problems.

4. Ability to learn new technologies and concepts quickly.

5. Strong customer service, interpersonal, and communication skills.

6. Previous education or professional certifications may be considered in lieu of work experience.

Preferred Qualifications:

1. Two-year college degree, with a concentration in Computer Science or related discipline or equivalent work experience.

2. A minimum of one year of experience in computer troubleshooting or a similar technical field.

3. Familiarity with Liberty University's IT systems, policies, and organization.

4. Microsoft Office Specialist certifications: Excel, Word, PowerPoint, Outlook.

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