Park University
TechnicalSupportSpecialist
Neural analysis suggests this role is
optimal for Mid+ candidates.
“Technical Support Specialist at Park University. Skills: Technical support, Hardware support, Software support. Provide single point of contact. Install technology equipment”
Industry & Context.
Troubleshooting; Problem-solving; Root cause analysis
On-campus presence 4 days/week
What They're Looking For.
Must Have
2 years relevant work experience, College diploma or university degree, Computer science degree field, Excellent technical knowledge computer systems hardware, Hands-on hardware troubleshooting experience, Hands-on software troubleshooting experience, Above-average knowledge cloud-hybrid environments, Above-average knowledge Domain environments, Extensive equipment support printers, Working technical knowledge protocols, Working technical knowledge operating systems, Working technical knowledge standards, Ability operate tools components, Ability operate peripheral accessories, Able read technical manuals, Able read procedural documentation, Able read OEM guides, Ability conduct research hardware issues, Ability conduct research software issues, Demonstrated knowledge virtually manage client systems, Ability virtually manage client systems, Understanding Active Directory, Understanding network accounts relationships, Effective interpersonal skills, Relationship-building skills, Written communication skills, Oral communication skills, Ability present ideas user-friendly manner, Understanding organization goals objectives, Analytical problem-solving abilities, Keen attention detail, Tidy presentable work environment, Self-motivated directed, Ability prioritize tasks, Ability execute tasks high-pressure environment, Experience working team-oriented environment, Experience working collaborative environment, Customer-service orientation
Nice to Have
Relevant certifications, CompTIA A+, Google IT Support Professional Certificate, ITIL, Working knowledge MacOS configuration, Working knowledge MacOS setup
What You'll Do.
Provide single point of contact
Install technology equipment
Diagnose technology equipment
Repair technology equipment
Maintain technology equipment
Upgrade technology equipment
Troubleshoot problem areas
Troubleshoot equipment
Provide end-user assistance
Perform on-site installation
Perform remote installation
Configure operating systems
Configure applications
Perform system reimaging
Replace hardware parts
Assist with secure data wiping
Assist with disposal aging equipment
Assist with disposal end-of-life equipment
Maintain hardware assignment records
Maintain hardware lifecycle records
Maintain hardware inventory records
Provide support event technologies
Provide support classroom technologies
Provide support instructional technologies
Prioritize open cases
Maintain confidentiality
Follow diagrams repair fault
Follow written instructions repair fault
Follow diagrams set up system
Follow written instructions set up system
Handle check-in AV equipment
Handle check-out AV equipment
Inventory AV equipment
Collaborate network administrators
Collaborate system administrators
Collaborate other IT staff
Administer end-user workstation issues
Resolve end-user workstation issues
Administer classroom networking issues
Resolve classroom networking issues
Liaise third-party support vendors
Participate major projects
Support campus centers
Support users working from home
Provide technical training staff
Provide technical training faculty
Conduct research technology products
Evaluate products for purchase
Recommend products for purchase
Assist developing long-term strategies
Assist capacity planning
Assist writing technical specifications
Create Solution Articles
Maintain Solution Articles
Update Solution Articles
Reduce repeat tickets
Document detailed processes jobs
Document audits new hardware
Document audits reimaged hardware
Assist preparing procedures logging
Assist preparing procedures reporting
Assist preparing procedures monitoring computer operations
Document hardware failure instances
Document hardware repair instances
Document hardware installation instances
Document hardware removal instances
Provide procedural documentation
Provide relevant reports
Update records Device Management system
Maintain records Device Management system
How You'll Work.
Team & Collaboration
Network administrators; System administrators; Other IT staff; Third-party vendors; Cross-functional teams
Communication Scope
Written communication; Oral communication; Present ideas user-friendly manner
Full Job Description
The Technical Support Specialist’s role is to provide a single point of contact for end-users to receive support and maintenance within the University’s technology and technical equipment environment. This includes installing, diagnosing, repairing, maintaining, training, and upgrading technical hardware and equipment to ensure optimal performance. The Specialist will also troubleshoot problem areas/equipment (in person, by telephone, remote control, via communication platforms including Zoom and Microsoft Teams, or via e-mail) in a timely and accurate fashion, and provide end-user assistance where required. This position is responsible for providing support to multiple campus centers across the country for all staff and faculty, and others from Parkville Campus, including users working from home or in hybrid environments, as well as university-related issues for students. The role requires on-campus presence at the Parkville Campus at least 4 days per week, with flexibility for remote support as appropriate. ## **Position Accountabilities** _Note: Hardware consists of Windows or Apple computers, printers, monitors, tablets and/or smartphones, and A/V equipment including projectors, screens, TVs, microphones, and speakers._ _Customer Support_ \- Perform on-site and/or remote installation, configuration, maintenance, monitoring, analysis, diagnosis, and resolution of complex technical problems for end-users, and recommend and implement corrective solutions, including off-site repair or coordination for remote/hybrid users as needed, for hardware and software owned by Park University. This includes modern endpoint management practices, device provisioning, and support for cloud-integrated systems. Receive and respond to incoming calls, email, chat, Teams/Zoom sessions, and/or face-to-face regarding technology problems within the service level agreement (SLA). Communicate fully with end users on status of support requests and completion, and log fully within the ticket
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