The Senior Technical Support Specialist will work as a member of William James College’s (WJC) Information Technology (IT) department, reporting directly to the Director of IT, to provide frontline technical customer service to WJC’s students, faculty, and administrative staff.
Interact and communicate with the College’s entire population (students, faculty, and administrative staff) on a wide spectrum of technical issues on a daily basis, and troubleshoot, solve and train accordingly;
Serve as the technical advocate of the College’s community by improving and building upon the area of technical support – in collaboration with the rest of the IT team;
Create sources (i.e., online instructions and FAQ articles, etc.) to grow the IT department’s self-service/self-help efforts;
Develop a series of workshops and training guides for distribution to the entire WJC community in order to share best practices and introduce new technology;
Perform other duties as assigned.
Bachelor’s degree and 1 – 2 years of IT training experience, or 3 years of IT training experience with industry supported certifications;
Above average level of IT proficiency (including Microsoft Office Suite) – prior experience with ITSM platforms/ticket management and/or Office 365 applications is preferred;
Customer service oriented with a positive attitude and superior listening skills;
A high level of emotional intelligence and willingness to work with and train an audience with a wide range of IT competencies;
A fast learner, self-starter, and eagerness to learn and share IT knowledge;
Superb problem-solving skills;
Excellent verbal and written communication skills, particularly in translating technical terms/processes into layman terms – prior experience with technical training and writing is preferred;
Discretion and ability to maintain a high level of confidentiality;
Ability to sit, stand, kneel, and walk frequently and for long periods of time;
Abilities to lift at least 30 lbs and work on a computer monitor for an extended period of time;
Ability to work some nights and weekends, and travel occasionally;
Experience in a higher education setting is highly desirable;
May be tested on appropriate computer skills as required.