IT Helpdesk Remote Support - Support Specialist I Job at Liberty University in C

IT Helpdesk Remote Support - Support Specialist I

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The Remote Support Specialist’s primary responsibilities are technical support and customer service. Support Specialists ensure end users can accomplish business and education tasks by helping them resolve technical issues. Support Specialists receive, prioritize, document, and ultimately resolve end user computer related help requests via Phone and Chat Queues. Problem resolution may involve the use of diagnostic and help request tracking tools, remote troubleshooting, and/or software installation. Support specialists coordinate with other IT departments to ensure that reported issues are being resolved. Must have home internet service to provide support while working from home. This position requires 40 hours/week, performance of duties via home internet access, and includes weekend and evening shifts. The exact schedule will be determined based on current staffing needs. Office hours are 8AM – 9PM Monday – Friday. 10AM – 6PM Saturday, 1PM – 9PM Sunday.

Essential Functions And Responsibilities

• Maintain call and support metrics at required level for assigned area.
• Escalate tasks due to need for higher level of technical ability or customer service skills required.
• Utilize help request system to document work and customer interaction.
• Ability to obtain position-specific certifications, including but not limited to CompTIA IT Fundamentals, CompTIA A+, and other technical certifications as required.
• Strictly adheres to Liberty University policies, representing the University in an exemplary manner.
• Works effectively as a team member, embracing and fostering LU’s Christian model and Mission – Training Champions for Christ.

Qualifications And Credentials

Minimum Qualifications

• A designated home workspace free of distractions.
• A reliable high speed home Internet connection (10Mbps Download, 5Mbps Upload).
• Familiarity with computer hardware, software, operations, and common problems.
• Ability to learn new technologies and concepts quickly.
• Strong customer service, interpersonal, and communication skills.
• Previous education or professional certifications may be considered in lieu of work experience.

Tier 1 Requirements

• Two-year college degree, with a concentration in Computer Science or related discipline or equivalent work experience.
• A minimum of one year of experience in computer troubleshooting or a similar technical field.

ABILITIES AND COMPETENCIES ESSENTIAL TO THE FUNCTION OF THE JOB

Communication and Comprehension

• Ability to effectively communicate both verbally and in writing to convey clear, well articulated information.
• Ability to understand, speak, and write English in order to convey messages and correspond in an articulate and professional manner.
• Possess public communication skills that allow professional representation of Liberty University.
• Ability to effectively communicate technical issues in laymen’s terms.
• Strong organizational skills.
• Excellent computer skills.

Problem Solving

• Intuitively able to reason, analyze information and events, and apply judgment in order to solve problems of both a routine and complex nature.

Physical and Sensory Abilities

• May be required to sit to perform deskwork or type on a keyboard.
• Regularly required to hear and speak in order to effectively communicate orally.
• Regularly lift 10 or fewer pounds.

WORKING CONDITIONS

Work Environment

This position requires 40 hours/week, performance of duties via home internet access, and includes weekend and evening shifts. The exact schedule will be determined based on current staffing needs. Office hours are 8AM – 9PM Monday – Friday. 10AM – 6PM Saturday, 1PM – 9PM Sunday.

Equal Employment Opportunity

Liberty University is an Equal Opportunity Employer. We believe it is our moral and legal obligation to meet the responsibility of ensuring that all management practices regarding employees are conducted in a nondiscriminatory manner. In compliance with Title VII of the 1964 Civil Rights Act, and other applicable federal and state statutes, all recruiting, hiring, training, and promoting for all job classifications will be administered without regard to race, color, ancestry, age, sex, national origin, pregnancy or childbirth, disability, military veteran status or other applicable status protected by law, including state of employment protected classes.