Job Description

Technical Support Specialist
Hondros College of Nursing

This is a site based role at our Independence Campus.

The Technical Support Specialist is a customer-facing position that requires both wide ranging technical support skills and a commitment providing excellent customer service. This role serves as a first-touch response and support for all end users. The technical support specialist provides training to end users, performs diagnosis, troubleshooting, and break-fix support for all desktop platforms. The incumbent oversees setup, configuration, and roll-out of equipment for new users, as well as provides upgrade services and relocation and configuration moves for existing users. Additionally, the technical support specialist recommends, researches, and implements new hardware and software solutions for end users. Detailed communication to management and engineering staff is required.

Responsibilities

• Respond to helpdesk tickets and utilize the capabilities of the helpdesk to enter document response data to facilitate future service and allow the development of accurate support metrics
• Diagnose and resolve computer, printer, and other academic and operational hardware issues
• Complete necessary security, program, and other updates
• Escalates issues appropriately
• Diagnose and resolve wired and wireless network issues, including WAN and other connectivity
• Provide basic training use of College-provided technologies and software
• Serve as an escalation point for student technology issues when the primary responders are unable to address their issues
• Respond to helpdesk tickets entered on the student’s behalf by campus Career Service Coordinators and others
• Perform password resets
• Create network, email, phone, and other required accounts, within policy, for new hires – or provide the necessary information for these accounts to be created by others, as appropriate
• Maintain and modify all accounts for network-based services, or provide the necessary information for the maintenance and modification of these accounts by others
• Disable, copy, modify, and/or delete, as appropriate, network, email, phone, and other accounts, within policy, for terminated employees – or provide the necessary information for these accounts to be disabled or modified by others, as appropriate
• Install, configure, and maintain College-provided classroom and other academic software and hardware, including computers, printers, projectors, scanners, A/V systems, and similar
• Install, configure, and maintain College-provided business/operational software and hardware, including computers, printers, phones, scanners, and copiers
• Ensures compliance with College technology policies
• Deliver, tag, set up, and configure end-user computers, printers, and other hardware
• Assist with technology-involved special initiatives, projects, and events such as student orientation and testing
• Creates and maintain networked printer and copier accounts
• Track equipment and parts as necessary; maintain and provide records required by Accounting (including inventory)
• Participate in IT Department meetings
• Adheres to hardware and software procurement guidelines.
• Performs other duties as assigned.

Position Requirements:

• Minimum requirement of a two-year degree from a college or technical school
• Minimum two years of experience in a similar technology support position.
• Customer service experience highly desired
• Basic networking knowledge required
• ITIL certification preferred
• A+ and Microsoft certifications preferred
• Experience working in a higher education setting is preferred
• Expertise in the support of Microsoft desktop operating systems (Windows 10)
• Working knowledge of Active Directory and Microsoft SCCM
• Excellent knowledge of technical management, information analysis of computer hardware/software systems.
• Ability to work efficiently in a dynamic, expanding environment, both with and without direct supervision
• Ability to learn the fundamentals of all software products used at Hondros School of Nursing.
• Ability to follow established workflow within the Hondros School of Nursing’s Service Desk.
• Accurate reporting skills and attention to detail.
• Understanding of fundamental computer networking technologies.
• Willingness and ability to learn new skills.
• Excellent interpersonal, communication and problem solving skills required
• Excellent written and oral communication, analytical and organizational skills required
• Ability to communicate highly technical issues to non-technical staff in business-friendly and user-friendly language
• Ability to work well independently with minimal supervision as well as under the direction of a supervisor and as part of the larger IT team
• Ability to maintain positive and respectful working relationships with a diverse population
• Ability to understand technologies and interrelatedness at both high and detail levels
• Ability to make logical decisions that support the intended objective, considering the best interests of Hondros College of Nursing
• Ability to multi-task and prioritize work
• Must possess strong organizational skills and be detail oriented

Since 2006, Hondros College of Nursing has been graduating high-quality, work-ready nurses who enter the field with exceptional clinical, communication and collaborative skills. Our approach is focused and direct — truly the Better Way to Become a Nurse. Our unique Learn and Earn Ladder approach sets Hondros College of Nursing apart from the typical educational path. After completing one program, students can work as a nurse and earn income before taking the next step — or they can keep progressing through each program to the next level. No matter which route they take, Hondros nurses always receive an unprecedented amount of support in a student-centric, family-like environment. For more information about Hondros College of Nursing, please visit: www.hondros.edu

It is the policy of Hondros College of Nursing to afford equal opportunity to all qualified persons. We treat all qualified individuals equally as to their recruitment, hiring, assignments, advancements, compensation, and all other terms and conditions of employment. Hondros College of Nursing does not discriminate on the basis of race, color, religion, creed, sex, age, national origin, sexual orientation, or physical, mental, or sensory disability, or any other characteristic protected by law.