Job Title

Position Summary: The Technical Support Specialist supports the University's technology environment by diagnosing and resolving complex technical issues using remote diagnostic tools and on-site support. This role provides consultative and hands-on assistance to end users in support of general business operations, AV/classroom technology, and software systems, including technical training as needed, and support for university events during and outside standard business hours (including weekday evenings and Sundays, with schedules determined by event needs).This is an on-site position. Position Responsibilities: Provide Tier 1 and Tier 2 Service Desk support related to the virtual and physical desktops of university faculty and staff. Provide Microsoft Office and Office 365 issue resolution and access to the university community. Establish and/or maintain user accounts. Provide classroom support and address technical needs and requirements - both hardware, software, audio/visual, and other media requests. Support security standards and policies (anti-virus/anti-spam/firewall/patching/data security best practices). Implement desktop standards and best practices used throughout the unit and contribute to the development of the service desk support IT Knowledge Base catalog. Provide technical guidance and advanced training to others upon request. Testing and evaluating specified software packages, proposed hardware, and software to determine efficiency, reliability, and compatibility with existing computer systems, peripherals, and the network. Responding in a timely fashion to client inquiries and escalated issues concerning the operation of client-owned assets. Maintaining the highest level of customer service as set forth by Yeshiva's general competencies. Providing updates, status, and completion information to management regarding all assigned incidents, requests, and projects via the Service NOW ticketing system. Providing regular updates to tickets within the work queue with frequency depending on priority level. Escalating all high-priority or sensitive customer requests/concerns. Coordinating activities with the other team members. Providing consultative support to management and end users directly related to general business operations, software systems, technical assistance, and training to system users. Producing relevant documentation surrounding operational processes and process improvement. Provide Phone system maintenance and support in a VoIP environment. Ensure the phones and phone system are working properly and address client issues as they arise Position will assist in working Help Desk tickets, including answering user calls and directing them to the appropriate group(s) Set up and support audio-visual and supporting equipment as required on campus. Manage all aspects of multimedia/audio-visual equipment. Work with event coordinators to manage and run audio-visual equipment to meet the event's needs, trouble shoot as required. Provide customer service to internal and external users for both audio-visual and computer support. Provide computer support for faculty, staff, and students. Other job duties as needed. Experience & Educational Background: Minimum of 2 years of audio-visual experience for live events. Knowledge of computer technology is needed for user support. Experience with Extron or Crestron equipment preferred. Experience using an ITSM-based ticketing system, like ServiceNow. Understanding of Microsoft Office, Zoom, and Microsoft Teams. Preferred Knowledge of Directory Services like Microsoft AD or Entra. Basic understanding of Adobe Software preferred. Skills & Competencies: PC Imaging, Configuration, Troubleshooting, and Support (Windows 11, OSX) experience. Microsoft Applications troubleshooting and support