Embry-Riddle Aeronautical University is currently recruiting for a Virtual Support Specialist to work at our Daytona Beach Campus, providing remote technical Support for faculty, staff and students utilizing phone, email and remote access tools. This position receives support tickets from our front-line IT Support team that require additional knowledge or system access to resolve. Works with other IT teams as needed for troubleshooting to resolution or reassigning the ticket if it requires advanced knowledge or system access. Provides consulting, problem determination and resolution, network configuration and support, application support, and technology needs analysis. Uses the ticketing tool to manage and resolve support calls. Participates in projects involving technology deployments to the University. Applies experience and judgment to innovate processes, improve customer experience, and increase operational efficiency in support of an effortless experience.
Responsibilities include the following :
Provide technical support, consulting, problem determination, and resolution via phone, email, or remote access for students, faculty and staff. Troubleshoot operating system issues as well as individual software issues. Assist with remote software installs. Provide standard software or hardware quotes. Take ownership of a subset of open IT issues and proactively manage them to resolution, provide alternatives to customer, or escalate to the appropriate team. Identify patterns and larger issues affecting multiple customers and areas for IT service improvement.
Maintain accurate and timely documentation of tickets. Create and update documentation including procedures and knowledge articles.
Stay current with technology trends, especially those trends related to technology in an educational environment.
Attend meetings and briefings related to computing support. Participate in committees, task forces, and projects as assigned.
Associate’s degree in computer science, management information systems or a related field.
At least three years of IT support experience.
Required skills, knowledge, abilities:
Ability to support IT Core Values by focusing on improvements, believing in our team and partners throughout the university, learning from mistakes, being accountable for actions and showing determination, focus and tenacity.
Well versed in troubleshooting operating systems, hardware, and software issues.
Knowledge of network requirements and setting up networks.
Experience with current mobile and web based technologies.
Knowledge of bandwidth types, speeds and requirements for streaming, online meetings and classes.
Ability to learn new skills and keep up with the pace of changing technology.
Experience with virtual support tools.
Strong customer service skills are required.
Strong verbal and written communication skills.
Ability to follow written and verbal instruction without supervision.
Ability to supervise student employees as needed to achieve objectives.
Ability to maintain cooperative working relationships with supervisor, management and staff at all times.
Strong organizational skills.
Ability to recognize and deal with priorities, recognize and perform duties not directly assigned, and assist others as needed.
Ability to maintain a positive and professional image at all times.Ability to handle difficult situations tactfully and maintain composure under pressure.
Willingness to seek guidance and direction as necessary for performance of duties.