Student Job Opportunity

The Service Desk Support Specialist (SSS) must be customer-focused and support the TBR system office mission and outcomes. This individual must demonstrate an ability to work across organizational disciplines and with a diverse community of colleagues with distinct specialties and expertise. A strong work history in customer service and demonstrated proficiency with technical systems and their application in diverse work environments is fundamental. Technical training and consultation are regular expectations of this role.

Under the guidance of the Manager of Client Services, the Service Desk Support Specialist provides day-to-day remote administration and phone support to TBR system office personnel, TCAT Faculty, TCAT Staff, and TCAT Students. The SSS will serve as a first-line of support to route requests and inquiries to the appropriate technical or non-technical division at the TBR system office. The SSS will operate as an extension of the Manager of Client Services, providing limited systems administration utilizing standardized software tools provided and supported by TBR IT.

Responsibilities:

Provide 1st and 2nd line technical support. Troubleshoot simple and complex technical problems. Install and update software on faculty and staff computers. Provide in-person and remote support and administration of software and services. Deliver and configure end-user computer systems and software.

Manage Active Directory. Manage Group Policy. Install and maintain network printing with Active Directory and Group Policy. Manage Asset Recovery. Maintain and manage network file shares and security.

Assist with planning and implementation of new support strategies. Assist with planning and implementation of new software applications. Assist with planning and implementation of new enterprise systems. Assist with planning and implementation of new computer hardware.

Educate end-users in-person. Develop training material for end-user self-training and support. Evaluate and test new hardware and software for technical support and end-user self-support to improve efficiency.

Develop documentation for IT staff and end users. Stay current with advances in support technology. Learn new scripting and programming languages that offer advantages to support IT outcomes. Attend regular meetings with technology divisions, as appropriate.

Perform other tasks as assigned

Knowledge, Skills, Abilities: 

A self-starter who can work with a minimum amount of supervision

Demonstrated organizational and project management skills

Demonstrated ability to understand customer needs and provide high quality service

Excellent interpersonal and oral/written communication skills

High interest to learn new hardware/software systems that is consistent with duties

Minimum Qualifications:

Associate’s degree in a relevant discipline with 2-3 years of job related experience preferred, but will consider extensive experience in lieu of degree  

Experience working with ticketing systems

Experience with broad desktop support approaches and problem resolution methodologies

Experience supporting Windows and Mac desktop environments

Experience with multifunction printer management and maintenance

Preferred Qualifications:

Experience with Intune, Microsoft Teams, Remote Support Tools, and Active Directory

Understands and implements a customer loyalty model and approach to service and support

Strong emphasis on teambuilding with colleagues having diverse backgrounds and experiences

Experience supporting higher education environments

Full details and to apply visit:  Job Opportunities at TBR | The College System of Tennessee (csod.com)