Sr Technical Support Specialist

University of Hartford West Hartford, CT Full-time Information Services / Technology (IT)

Posted on April 24, 2024

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University of Hartford

Sr. Technical Support Specialist

Job Description
Assumes lead responsibility for supporting the technology at the University of Hartford, recommending or performing complex remedial actions to correct problems using remote diagnostic and remediation technology and tools or at the user location. Supports both assigned College(s) as well as Information Technology Services. Performs all duties in full support of the University's mission, understanding that the positive and effective execution of these duties are instrumental to the education of the University's students.

Essential Job Duties
Job Duties

This job description of the job is for identification and administrative purposes only. It is not intended to be a complete statement of all duties, which may be assigned by the supervisor according to varying needs.

Description of Key Responsibility: Provides consultative support to members of the campus community across multiple aspects of end user technologies; including general business operations, software systems, and technical assistance. Provides Tier 2 and 3 Service Desk support for user services. Identifies hardware and software needs in collaboration with the end users, making recommendations regarding purchases and upgrades that may be appropriate in an effort to best address business and operational needs as well as support fiscal responsibility and resource conservation. Provides advanced support and addresses technical needs and requirements including hardware, software audio/visual and other media requests.

Description of Key Responsibility: Provides leading support for a focus area within information technology as a subject matter expert. Areas could include, Apple OS X / IOS, Windows PC, or Academic technologies. The SME would take that expertise to campus to resolve tier 2 and 3 issues within that subject area. As the SME the incumbent would serve as a lead within the ITS user services team for that area assisting in cross training team members.

Description of Key Responsibility: Maintains knowledge base regarding information technology as well as stays abreast of new and emerging trends in information technology. Prepares statistical reports for the collegiate units and ITS in an effort to quantify services provided as well as to assist with future planning and equipment needs.

Description of Key Responsibility: Supports cybersecurity standards and policies including, but not limited to, anti-virus, anti-spam, patching and data security best practices. Responds timely and effectively to security inquiries and escalates issues concerning the operation of university owned assets, high priority or sensitive customer requests.

Description of Key Responsibility:

Formal Education:
Bachelor’s Degree or Two Year equivalent required.

Work Experience:
Normal office situation.

Impact of Actions:

Complexity:

Decision Making:

Internal Communication:

External Communication:

Customer Relations

Managerial Skills

Knowledge and Skills

Special Skills
The ability to work effectively with diverse groups.

For full application instructions and position description, visit: https://hartford.peopleadmin.com/postings/6677

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