Embry-Riddle Aeronautical University’s IT Department is looking to add a Support Specialist to the team that will provide technical support of computers, peripherals, tablets and web conferencing systems for our Worldwide faculty, staff, and students. The Support Specialist will maintain operational efficiencies of technology for academic, administration, computer labs, and classrooms. He/she will troubleshoot and provide resolutions for computing and system issues. The position will require direct interaction with customers.
Duties and responsibilities of this position include but not limited to the following:
Install, configure and maintain multi-platform desktop hardware and software for Windows, macOS and Red Hat Linux.
Setup, configure and support audio/video conferencing systems.
Provide support for web conferencing systems.
Support technology needs during events on campus and off-site.
Troubleshoot networking issues and escalate to infrastructure team appropriately.
Provide consultation on technology matters to faculty, staff, and students.
Participate in projects. Ensure deliverables meet expectations and are completed on-time.
Innovate processes to improve customer experience and increase operational efficiency in support of an effortless experience.
Create documentation for knowledgebase for new technology and support processes.
Provide support for existing technology solutions in academic, administrative and computer labs. Support events on campus or offsite within and after business hours. Address any customer service issues. Communicate issues and situations effectively to the proper channel. Respond and resolve assignments in a timely manner. Log status of work in the database accurately and progressively. Create, review and update knowledgebase articles for customers and IT colleagues.
Participate in the deployment of new or replacement of existing technology, ensuring tasks are completed on-time and meet quality and service standards. Testing and implementation of hardware and software. Keep abreast of technology trends.
Attend meetings and briefings related to computing support. Participate in committees and task forces as assigned. Collaborate with University and other Campus Information Technology departments in the development of strategic and tactical plans.
Dipolma or GED
At least 2 years of technical support experience
Knowledge of desktop operating systems such as Windows XP/7/10 and macOS
Possess basic networking knowledge such as DHCP, TCP/IP, etc.
Experience in supporting Microsoft Office Suites
Exposure in supporting web conferencing systems such as Skype and Adobe Connect
Fast learner with strong critical thinking and problem-solving skills
Exceptional customer service skills
Excellent verbal and written skills
Ability to interact with audiences from a diverse background
Ability prioritize work to meet deadlines
Maintain positive and professional outlook at all times
Ability to maintain composure under pressure
Great interpersonal skills and ability to work in a team environment
Ability to support IT Core Values by focusing on improvements and believes in our team and partners throughout the university, learning from mistakes, being accountable for actions and showing determination, focus, and tenacity
Experience with mobile systems such as iOS/Android
Exposure in academic software support