Technical Support Specialist (On-site) - Full-time / Part-time

The Highlights: Under general direction, provides support for PC, Apple, and server applications. Provides first/second contact support after initial investigation; handles issues that are not initially resolved by making appointments for on-site support. Uses a combination of on-site/in-person and remote control support utilities with a heavy emphasis on on-site/in-person support. Diagnoses hardware issues on DePaul supported equipment and orders parts to complete repairs, or arranges with 3rd party services as appropriate. Interacts with multiple internal departments, including network services, software systems engineering, and/or applications development to restore service and/or identify and correct core problems. Assists other areas of IS especially Lab support team with field-related diagnosis and support.

What You'll Do:

• Under general direction, acts as single point of contact for customer requests for assistance with all DePaul supported applications, operating systems, hardware, and voice/data network services. Supports PC and Apple ecosystems equally. Meets predefined service level agreements. Provides accurate, clear, and timely updates in the help ticket system for all customer interactions. Works with and assists other IS and non-IS technical groups and vendor partners to resolve issues as necessary.
• Documents customer issues in the ticketing system in a clear and detailed manner following established standards. Creates and maintains technical documentation on any supported systems and services for the purpose of knowledge sharing and skill transfer. 
• Participates in and may lead group, division, and enterprise-wide projects as needed. 
• Performs other duties as assigned.

 

What You'll Need:

• BA/BS in computer science or related field preferred. 
• 2+ years relevant experience required. 
• Must be able to troubleshoot technical problems of intermediate to high complexity.
• Very strong customer service skills required. Ability to stay professional and patient with customers is essential.
• Excellent analytical and problem solving skills required. Ability to troubleshoot effectively, including non-standard applications. 
• Working knowledge of the university's structure and departments is necessary within 6 months of employment.
• CompTIA A+ Certification or equivalent experience required. Apple Certified Macintosh Technician
• Certification or equivalent experience required.
• Must be able to create professional-looking technical and business documents, including technical system overviews for non-technical audiences, technical documentation for relevant systems, ‘how-to’ documents for customer consumption, and troubleshooting documents for lower-level technical staff.
• Should be familiar with basic scripting techniques as they relate to increasing efficient of technical systems maintenance.
• Must be able to create and maintain positive relationships with co-workers, customers, and vendors. 
• Must be able to serve as a ‘coach’ for other staff in an effort to increase technical knowledge transfer. 
• Must possess excellent interpersonal, communications, and customer service skills. 
• High degree of expertise in all DePaul University supported Mac and Window based software applications, including Microsoft Office suite, Internet Browsers, and core enterprise applications.
• Schedule is 9AM to 5PM CST. May require overtime periodically and a change to the scheduled hours from time to time. This is an on-site position. Will require travel to both Lincoln Park and Loop campuses. Must be able to lift more than 25 pounds.

Perks:

• Working for a stable and well-known University that values diversity and inclusion.
• Top choice medical, dental, and vision benefits.
• Retirement plan matching contribution of 10%.
• Tuition waivers for employees and dependents.
• Generous paid time off, sick time, holidays, floating holidays, and more!

 

For consideration, please include a resume and cover letter.

Diversity and Inclusion Statement:
Guided by an ethic of Vincentian personalism and professionalism, DePaul compassionately upholds the dignity of all members of its diverse, multi-faith, and inclusive community. We seek to hire collaborative, open-minded, and dedicated professionals who are committed to advancing our university mission to making education accessible to all, with special attention to including underserved and underrepresented communities. Successful candidates thrive in an environment where ideas and perspectives representing a wide variety of cultures, backgrounds and experiences are welcome and supported.

Required Background Check:

Employment at DePaul University is contingent on passing a background check. Only final candidates who are extended an offer of employment will undergo a background check.

Mandated Reporting of Child Abuse & Neglect:

Upon accepting an offer of employment with the university, you will also be required to sign an Acknowledgement of Mandated Reporter Status at the time of hire. A mandated reporter is required to make a report to the Illinois DCFS Hotline whenever there is reasonable cause to believe that a child known to them in their professional or official capacity may be abused or neglected. For more information, please visit the following pages:

  
  


DePaul University is an Equal Opportunity / Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, ethnicity, religion, sex, sexual orientation, gender identity, national origin, age, marital status, physical or mental disability, protected veteran status, genetic information or any other legally protected status, in accordance with applicable federal, state and local EEO laws.