
IT Customer Support Specialist
3 weeks ago
Position Purpose:
Assist and provide technical desktop support to students, staff, and faculty at the Helpdesk and across the campus.
Key Accountabilities:
- Troubleshoot IT software and hardware issues at the Helpdesk and campus, individually or as part of a team.
- Install various operating systems, including Windows, Mac, and Linux.
- Support faculty and staff; assist walk-in users.
- Manage phone calls, log tickets, assign tasks at the Service Desk, and resolve user issues, including after-hours and weekends. Close all tickets upon resolution.
- Create FAQs for common technical issues.
- Escalate complex tickets/calls requiring special attention.
- Follow up on tickets with other teams.
- Collaborate with other IST members as needed.
- Install new assets and coordinate their allocation.
- Support various users and technical projects.
- Assist with Advisory Board meetings and special events.
- Update the IST SharePoint portal.
- Develop helpful tips and materials for users.
- Support online events via Zoom and MS Teams.
- Provide support for smart and semi-smart classrooms.
Knowledge & Skills:
Technical Skills:
- Troubleshoot common issues across Windows 11, 10, Mac, and Linux OS.
- Proficiency with MS Office 365, Office LTSC 2021, MS Outlook, MS Project, MS Visio, and MS Teams.
- Hardware troubleshooting for computers and AV devices.
- Solid understanding of network printing.
Behavioral Traits:
- Punctuality is essential.
- Willingness to work in rotating shifts.
- Polite telephone manners.
- Strong English communication skills.
- Problem-solving mindset and customer-oriented approach.
Minimum Qualifications:
- Bachelor's (Hons.) in Computing, Computer Science, or IT from an HEC-recognized university.
- Minimum of 3 years experience in an IT support role.
Travel and Work Schedule:
- Travel may be required. Business hours are 8:30 am to 5:00 pm, often extending into evenings and weekends based on workload and events.
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