Essential Functions

• Act as a senior support specialist for end-users by recording end-user support issues/questions and providing timely responses for assistance with software and hardware questions/issues.
• Schedule and prepare one-on-one and group training to assist in the proactive improvement of end-users' skills.
• Maintain accurate and effective end-user training materials via an online knowledge base and assistance tools for both the Microsoft standard products as well as standard business software used throughout the organization.
• Act as the ticket escalation coordinator of lower-level Help Desk agents.
• Act as the back-up to the Help Desk Manager for coordinating all external relations efforts and events.
• Other duties as assigned.

Minimum Qualifications

A Bachelor's degree (or equivalent university credit hours) from an accredited institution OR 60 university credit hours and three years relevant experience. Demonstrated excellence in communications and interpersonal skills, organizational skills, and attention to detail. Technical knowledge of Windows and Mac OS X operating systems, as well as application software (including work processing, spreadsheets, databases, Internet browsers, and email clients).

Preferred Qualifications

Experience providing technical support in a higher education environment. Advanced technical knowledge of Mac OS X and Windows, multimedia equipment, instructional technology tools, and hardware. Experience with enterprise-level remote deployment tools. Familiarity with developing and executing online training curriculums for adult learners.

Work Hours

Monday through Friday 8:00 a.m. to 4:30 p.m.
May work varying schedules in order to provide extended support.

Compensation and Benefits