Technical Support Specialist

The Technical Support Specialists provides technical hardware and software support for the University's computers, printers, classroom technology and related devices. This position will demonstrate customer service skills when responding to students, faculty and staff technical problems received via a ticketing system, phone, and email and in person.

Core Competencies:

• Represents Aurora University in the most positive manner with prospective, former and current students, clients, suppliers and the community we serve. Interacts effectively with a diverse group of faculty, staff, students and other customers of our service, learns and uses operating practices of the department and Aurora University.
• Upholds the Mission Statement: At Aurora University, our singular goal is to empower students to achieve lasting personal and professional success. We do this by being an inclusive community dedicated to the transformative power of learning. As a teaching-centered institution, we encourage undergraduate and graduate students to discover what it takes to build meaningful and purposeful lives.
• Handles all information with tact and discretion and recognizes the confidential nature of university business.
• Supports learning through performance of essential job functions and performing other duties and functions as necessary or as assigned, including voluntary participation in university committees, activities and events.
• Performs troubleshooting of AU desktops, laptops and peripherals on Windows and Macintosh Operating Systems and applications, providing remote and desk side technical support.
• Create and maintain technical support documentation.
• Interacts with vendors to facilitate repairs of hardware, i.e. printers, laptops and desktops.
• Develops and deploys end-user device images by designing, testing, and documenting the image to be deployed.
• Implements hardware and software patches in accordance with security policies and deployment procedures.
• Works proactively with AU personnel to on-board new employees and prepare hardware and software for those employees, and assists in the training and orientation of new staff in use of hardware and software
• Be a role model to student workers, including the areas of accountability, performance, attendance practices, and maintaining a positive work environment.
• Ability to work day, evening or weekend shifts as appropriate based on staffing needs.
• Perform other duties as assigned.

Education:

• Bachelor's Degree or equivalent experience required.
• Network+, A+ or MCP preferred.

Experience:

• At least 1 year of full-time work experience in information technology and/or related functions;
• Absolute trustworthiness with high standards of personal integrity and willingness to undergo vetting and/or personality assessments to verify this.