Technical Support Analyst providing first - level support for Lumary's healthcare technology products. Identifying and resolving customer queries while assisting with product engagement and issue escalation.
VC
Hybrid Technical Support Specialist
Posted yesterday
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
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Tech skills
Location requirements
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