Harper College · 2 hours ago
Specialist - Technical Support
1200 W Algonquin Road, Palatine, IL, 60067, US
Full-time
Onsite
Mid Level
$67K/yr - $105K/yr
3+ years expHarper College is seeking a Specialist in Technical Support to provide college-wide training and support for technological solutions. The role involves serving as a liaison between the user community and Information Technology, delivering outstanding customer service, and managing end-user technology needs.
Higher Education
Responsibilities
Responsible for providing college-wide training, support and delivery of technological solutions
Responsible for support and implementation of end user technology needs
Serves as a liaison between the user community and Information Technology, providing outstanding customer service in person, online, or by phone
As directed, provides supervision and mentoring to employees from various employee groups
Provide onsite, phone, email, and chat support for end user systems and applications
Provide outstanding customer service and empathy during all customer encounters
Install operating system, software, hardware equipment, and firmware on desktops, laptops, printers, lecterns and other infrastructure systems
Identify, diagnose, repair, and resolve technical hardware and software issues in a timely manner
Facilitate the continuous and reliable operation and perform general preventative maintenance tasks on software, computers, laptops, printers, projectors, classroom technology, and other hardware and peripheral equipment used by various departments
Install, upgrade, support, maintain, and troubleshoot software, computers, laptops, printers, projectors, classroom technology, and other hardware and peripheral equipment used by various departments
Utilize ticketing system to document and prioritize work following Information Technology standard operating procedures
Log all related interactions as well as answer, troubleshoot and document support calls and emails
Complete work on assigned tickets, projects, and tasks, documenting, tracking, and monitoring the problem to ensure a timely resolution
Move computers, laptops, monitors, printers, and associated equipment
Coordinate with Facilities Management as needed for any moves, construction and installation projects
Stays current with relevant Harper College systems, information, changes and updates
Stays up to date with higher educational IT trends, software, and hardware
Contribute to technical support documentation of resolutions, processes, and procedures
Participate in the development, implementation, and communication of guidelines and procedures for the usage, deployment and management of systems and software supported by Information Technology
Interact with systems administrators, software systems engineering, and applications development to restore service and perform root cause analysis to correct core problem as needed
Maintain appropriate asset management data and purchasing documentation utilizing approved Harper College systems
Tracks software, hardware and peripheral equipment from acquisition to retirement
Investigates appropriate technology requests for software, hardware and peripheral equipment
Research, assess, and evaluate technology-related needs
Recommend appropriate software, hardware, and peripheral equipment for implementation
Evaluate and recommend new software, hardware, and services to enhance functionality and reduce user problems
Test, configure, and implement new hardware, software and other modifications to existing equipment and systems
Responsible for security, integrity, and reliability of desktop systems
Report any violation of the Acceptable Use Policy
Schedule software deployment packages for unattended installation to desktops, laptops, and off-network laptops and computers
Develops software deployment packages as needed
Work with vendor support contacts to resolve technical problems with desktop computing equipment and software
Manage hardware repair and replacement process
Facilitates communication between the end-user and Information Technology
Assists as appropriate with projects involving Information Technology
Functions as professional and technical mentor to staff whenever necessary
Participates in technical setups for standard classroom, lab or office needs as well as for special events which may include a laptop, projector, desktop, microphones and telephones
Uses programming knowledge to write programs that facilitate a user friendly environment e.g. batch files, Extron, Access, PowerShell, etc
Provides computer-related training and technical assistance to employees on Harper College technology
Provides System Administration support for the various client groups using the Service Desk ticketing system
Performs related duties as assigned
Qualification
Required
Bachelor's Degree (Preferred) - Associates Degree or three (3) years of equivalent experience
Related certifications a plus including current Microsoft Windows operating system, Microsoft Office Suite, CompTIA A+, Help Desk Institute, ITIL
Proficiency in a wide variety of operating systems
Proficiency with basic software packages for PC, and MAC based systems
Understanding of support tools
3-4 years of desktop support experience
At least 3 years' Experience in similar role
Strong Desktop Support skills and 2-5 years relevant IT Support experience
Supported 400+ user community for 1-2 years
Ability to support PC, Laptops, Printers and other equipment
Able to work with minimal supervision and within a team oriented environment
Analysis, troubleshooting and excellent communication skills
Be familiar with opening up hardware to replace parts (hard drives, memory, screens, keyboards)
Computer OS / peripherals troubleshooting
Excellent analytical skills with a demonstrated ability to plan, organize, prioritize and complete work assignments
Excellent customer relation skills (communication, setting and meeting expectations, listening, etc.)
Experience troubleshooting and replacing hardware on both desktop and laptop PCs
Experience troubleshooting and using Windows based operating systems in a large environment
Experience troubleshooting basic network, software, printing problems
Good working knowledge of common office equipment, printers, projectors, televisions etc
Must be able to multi-task; remain clearly focused on several tasks at once
Successful at working in a team culture
Understand networking basics-tcp/ip, dhcp, dns
Windows Support experience including applications such as MS Office
Experience in mobile device troubleshooting and application support
Experience in higher education or a campus environment a plus
Company
Harper College
Harper College is a school in Palatine.
1001-5000 employees
Funding
Current Stage
Late StageLeadership Team
Tamara A. Johnson
Vice President of Diversity, Equity and Inclusion
Recent News
2025-04-30
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