Hybrid Technical Support Specialist

at Vanderbilt University Medical Center

• Job title: Technical Support Specialist
• Job type: Full Time
• Experience level: Junior, Mid level
• Salary: Not specified
• Degree requirement: High School Diploma
• Tech skills: Linux, MacOS
• Location requirements: Hybrid, Nashville, United States

About the role

• Technical Support Specialist providing remote and in-person support to Vanderbilt University community. Handling complex technical issues and collaborating with IT teams to enhance service delivery.

Responsibilities

• Provide comprehensive remote and in-person technical support to students, faculty, and staff, addressing complex issues related to hardware, software, and university systems.
• Utilize advanced troubleshooting techniques to diagnose and resolve a broad range of technical problems effectively.
• Actively participate in team projects aimed at improving support processes and enhancing service delivery within the university's IT framework.
• Collaborate with other IT teams to resolve a wide range of customer issues.
• Assist in the development of training materials and documentation to facilitate knowledge transfer.
• Maintain detailed and accurate documentation of support interactions, troubleshooting steps, and resolutions to ensure high-quality service continuity.
• Review and update existing support documentation and knowledge base entries to reflect current practices and solutions on a regular basis.
• Monitor and analyze recurring technical issues to identify opportunities for system improvements and preventative measures.
• Collaborate with senior staff in the implementation of system updates and upgrades, ensuring minimal disruption to users.

Requirements

• High school diploma is necessary.
• Associate’s degree or higher is preferred.
• CompTIA A+ or similar entry-level certifications are preferred.
• 2 years of relevant experience in technical support is necessary.
• Proficient understanding of computer hardware, software applications, and operating systems (Windows, macOS, and Linux) is necessary.
• Experience with remote support tools and ticketing systems is necessary.
• Strong analytical and problem-solving skills, with a keen attention to detail are necessary.
• Excellent communication skills, both verbal and written, with the ability to effectively convey technical concepts to diverse audiences are necessary.
• A proactive attitude towards continuous learning and professional development within the IT field is necessary.
• Excellent customer service skills, demonstrated through a proven track record of resolving issues promptly, communicating effectively, and consistently exceeding customer expectations, is necessary.
• Demonstrated commitment to VUIT’s Guiding Principles is necessary.

Benefits

• On-call responsibilities shared with other team members
• Professional development opportunities