Support Specialist I

Job Description Summary

The Support Specialist's primary responsibilities are technical support and customer service. Support Specialists provide a point of contact for end-users to receive technology support for supported university-owned and personally-owned equipment. Support Specialist’s ensure end users can accomplish business and education tasks by helping them resolve technical issues. Support Specialists receive, prioritize, document, and ultimately resolve end user computer related help requests. Problem resolution may involve the use of diagnostic and help request tracking tools, remote troubleshooting, and/or software installation. Support specialists coordinate with other IT departments to ensure that reported issues are being resolved. Must accomplish necessary certifications (CompTIA A+, MOS, hardware vendor repair certifications, others as required). **

Essential Functions And Responsibilities**

• Receive, prioritize, document, and ultimately resolve end user computer related help requests.
• Maintain repair metrics at required level.
• Audit workflow of repair computers and escalate as necessary.
• Enforce HelpDesk policies.
• Review internal documentation and knowledge base articles.
• Hardware\software diagnosis and repairs.
• Coordinate with other IT departments to ensure that reported issues are being resolved.
• Utilize help request system to document work and customer interaction.

Supervisory Responsibilities

• Oversee and delegate tasks to student workers.
• Review employee service records and customer surveys.

Qualifications, Credentials, And Competencies

A two-year college degree with a concentration in Computer Science or related discipline, and a minimum of one year experience in computer troubleshooting or a similar technical field required. Must possess or be able to obtain following certifications: CompTIA A+, Vendor Hardware Repair (Dell, HP, Lenovo, Apple), Microsoft Office Specialist (Excel, Word, PowerPoint, Outlook), and Approved University Driver.

Effective communication both verbally and in writing. Ability to intuitively reason, analyze information and events, and apply judgment in order to solve problems of both a routine and complex nature. Regularly required to lift 50+ pounds. Proof of a valid Virginia driver’s license, an acceptable DMV record, and liability insurance is required, must be able to pass all requirements to be on Liberty University insurance.

Disclaimer Liberty University’s hiring practices and EEO Statement are fully in compliance with both federal and state law. Federal law creates an exception to the “religion” component of the employment discrimination laws for religious organizations (including educational institutions), and permits them to give employment preference to members of their own religion. Liberty University is in that category.