This is a contract position through Vanderbilt Temporary Services lasting approximately four months.
The Technical Support Specialist is part of a dynamic team of technology professionals providing Tier 1 and/or Tier 2 technical support to classroom, lab, research, and administrative areas across the university. This position is part of the help desk team that performs routine support tasks and may provide limited technical support directly to faculty, staff, and students by following documented procedures in service of all academic and strategic objectives for Vanderbilt University. The Technical Support Specialist is a self-starter, excellent communicator, and a natural problem solver who can work both independently and collaboratively as part of a team.
The End User Services team provides IT customer support and device management functions for the Vanderbilt community. With approximately 50 full time staff members, the team is comprised of the following groups: 1) The Tech Hub, our walk-in help desk utilized primarily by students, 2) The desktop support teams that provide both remote and onsite support to both academic and administrative areas, and 3) the Desktop Engineering team that provides endpoint management services to approximately 5,400 devices.
Duties and Responsibilities
Create tickets to document all IT issue and help requests, ensuring accurate problem descriptions and resolutions
Evaluate end user needs and determine appropriate support channels
Resolve, dispatch, and escalate support with guidance
Develop, plan, and implement solutions for end user issues and help requests
Troubleshoot incoming incidents and requests
Provide technical support and corrective procedures to customer areas using various digital communication channels like telephone, chat, email, text, etc.
Communicate clearly and effectively with end users in the Vanderbilt Community throughout the life cycle of all issues and help requests
Provide follow up communications with all customer areas to close out service calls and confirm completed tasks
Update the IT Knowledge Base by contributing to and expanding on tasks and topics necessary to sustain IT success
Develop advanced support skills in order to begin field service support work
Utilize departmental training offerings to improve support skills
Profile of an Ideal Candidate
Associates degree is required.
Bachelor's degree is preferred.
2-years' relevant experience is necessary.
Experience performing basic computer troubleshooting tasks is necessary.
Functional understanding of current computer hardware and software is necessary.
Experience with system image and application management through MDM solutions, such as SCCM, Intune, AirWatch, etc. is preferred.
Ability to clearly articulate technical concepts to end-users with various levels of technical proficiency is necessary.
Internal Number: 1902240
About Vanderbilt University
Vanderbilt University is a center for scholarly research, informed and creative teaching, and service to the community and society at large. Vanderbilt will uphold the highest standards and be a leader in the quest for new knowledge through scholarship, the dissemination of knowledge through teaching and outreach, and the creative experimentation of ideas and concepts. In pursuit of these goals, Vanderbilt values most highly intellectual freedom that supports open inquiry, equality, compassion, and excellence in all endeavors.