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Technical Support Specialist

Date: May, 2011                               GRADE:  USG 7
Reports to (Job Title): Technical Services Manager
Jobs Reporting (Job Titles): None (co-op students only)
Location: On Campus

Primary Purpose

The Technical Support Specialist supports staff (on-campus and off-campus), students and employers for all hardware, software and end user computing tools, and optimizes the use of technology within CECA.

Key Accountabilities:

10Support staff (on-campus and off-campus), students and employers for all hardware, software and end user computing tools via a centralized desk, phone number and email address

Deliver service to clearly defined and agreed-to standards

Through the help desk, maintain access to appropriate systems for staff, students, employers and faculty

Ensure appropriate documentation is available, accurate and up to date

 


2.Optimize use of technology through continuous training, setting of standards and best practices

Determine standards and best practices for use of all desktop software, assess training needs and determine how to address these needs

 


3.Identify technology solutions to creatively solve business issues and to support a remote work force of 50+ people to work most effectively.

 


4.Monitor help desk requests and identify areas of opportunity.

 


5Lead and manage direct reports (co-op students) and ensure the delivery of results in support of CECA mission, vision and guiding principles including:

Providing information and context needed for the co-op to be effective

Hiring the best people available from the co-op applicant pool

Setting goals and expectations and helping co-ops create clear paths to success

Developing effective work team dynamics

Holding co-ops accountable for performance including consistent application of CECA business processes

Managing performance through both formal (performance appraisal) and informal methods such as regular feedback, coaching and one-on-ones

Position Requirements

Education:

University undergraduate degree 

Experience:

At least 2 years of experience in managing a help desk to support 100+ staff
Experience with defining standards and best practices

Experience with creating a knowledge database for technology

Some experience in project management

Understanding of network security

Experience with training is an asset

Technical:

MS Word Excel PowerPoint Other
Advanced: able to answer end-user questions and resolve end-user issues Advanced: able to answer end-user questions and resolve end-user issues Advanced: able to answer end-user questions and resolve end-user issues Able to answer end user questions and resolve end user issues with JOBMINE and other CECA applications, MS ACCESS, and have a general knowledge of network and security at UW.

Nature and Scope

Interpersonal Skills:

The Technical Support Specialist is customer service oriented and a problem solver, and is able to handle difficult customer service situations on the help desk, and to effectively manage a high volume of work during peak times. An effective communicator and relationship builder, the Technical Support Specialist uses influencing and leadership skills to develop, roll out, and persuade people to adhere to best practices and influence how people work to increase the personal effectiveness of all CECA staff.

Level of Responsibility:

Problem solving
The Technical Support Specialist resolves or forwards to the appropriate person all help desk issues. They understand the business issues and work to use technology to resolve them. They assess training needs and determine appropriate approaches to technology training.


Financial Accountability
None


Internal and External Contacts
Internal:

The Technical Support Specialist discusses problems and information in daily interaction with CECA staff, and students through help desk questions and assists students with issues (e.g. creating and loading their resumes during the application process). The Technical Support Specialist collaborates with CECA field and on campus teams to understand business needs, and determine best practices, and collaborates with IST on technology issues.


External:

The Technical Support Specialist discusses problems and information in daily interaction with employers through help desk questions.

Decision-Making Authority:

The Technical Support Specialist makes decisions on how best to resolve end user technology issues through help desk questions, and scopes out and makes recommendations for technology training requirements and new technologies in CECA.

Physical and Sensory Demands:

This role requires exertion of physical or sensory effort resulting in slight fatigue, strain or risk of injury.

Working Environment:

This role involves minimal physical or psychological risk resulting from unavoidable exposure to hazardous, disagreeable or uncomfortable environmental conditions. Support for core systems implies Technical Services staff may be required to work outside of core business hours.