Technical Support Specialist

The Technical Support Specialist is responsible for supporting Adler University faculty, staff, and student technology requests as well as providing Audio/Visual equipment usage and content production assistance to faculty, staff, and students.

This position will work closely with other members of the Technology department to diagnose and resolve user problems, questions and inquiries, ensuring that procedures are aligned with established University policies and enterprise best-practices (ITIL). The Technical Support Specialist must be an experienced, self-motivated individual who is committed to delivering an outstanding customer support experience and should have a strong technical understanding of enterprise hardware, applications and networked systems. The candidate is also expected to be sensitive to the various needs and abilities of users and should possess excellent problem-solving, communication and interpersonal skills, along with patience and a positive, customer-friendly attitude.

Education/Experience:

• A bachelor's degree in Computer Science, Information systems or the equivalent combination of education, training and experience from which comparable skills can be acquired.
• A minimum of one (1) years of work experience in enterprise networked systems support.

Certifications/Licenses:

• One of the following certifications (or higher) preferred: HDI, MCSE, CCNA, MCP, A+, ITIL Foundations

Knowledge/Skills/Abilities:

• Outstanding deductive and investigative skills to identify and diagnose complex, non-intuitive technical problems required.
• An effective communicator, including written, oral, and listening with the ability to educate at all levels of the organization to ensure alignment on strategy and priorities.
• Demonstrated ability to think laterally with high level of tenacity to solve problems.
• Strong collaboration acumen and relationship building abilities.
• Sound understanding of IT Service Management and clear commitment to ITSM frameworks like ITIL.
• Demonstrated experience supporting audio/visual technologies in an academic or corporate environment.
• Demonstrated experience supporting and troubleshooting enterprise workstation hardware, Windows, macOS and iOS operating systems and standard office productivity applications and tools (Microsoft Office 365, Adobe Acrobat, etc.).
• Demonstrated experience with network security and recovery tools and systems (Defender Endpoint, Windows system recovery tools, operating system imaging tools, etc.)
• Demonstration of Emotional Intelligence, empathy, and professional maturity.

Essential Duties & Responsibilities:

• Provides technical support for all students, faculty and staff using Office 365, computers, mobile devices, Windows and Mac computers, Canvas LMS, A/V and various proprietary applications desk-side and via phone or email.
• Performs regular configuration administration, operating system/application installation and updates, threat scanning analysis to ensure optimum computer workstation performance and integration with classroom AV equipment.
• Manage networked and standalone printer maintenance/cleaning schedules, jams/problem resolution, as well as consumables inventory, recycling, and re-supply
• Work with asset tracking system to ensure accurate and updated inventory information on all workstations, printers, equipment, etc.
• Ensures timely completion of Service Desk incident tickets, service requests and maintenance of ticketing queue in alignment with team service level agreement objectives
• Assist faculty, staff, and students with AV support needs, recording/production assistance of classroom activities and other events, training and usage of videoconferencing systems and conference rooms.
• Supports VoIP telephone system end user issues such as moving extensions and voicemail configuration.
• Troubleshoot wired and wireless network connectivity issues university wide.
• Helps to develop and maintain documentation for procedures and troubleshooting.
• Coordinates and delivers end user training workshops as needed.
• Assisting with hardware deployment and management for faculty, staff and students.
• Other duties and projects as assigned or needed.

Salary Range: $45,000.00 - $52,000.00

Work Environment (Physical Demands): The usual and customary methods of performing the jobs functions require the following physical demands: some lifting, carrying, pushing, and/or pulling and significant fine finger dexterity. Generally, the job requires 80% sitting, 10% walking, and 10% standing. This job is performed in a generally clean and healthy environment.

Universal Core Behaviors:

Commitment to Adler's Mission

• Acts with personal integrity, honesty, compassion. and integrity in all professional responsibilities.
• Aligns professional actions with Adler's commitment to community-rooted education, research, and impact.
• Contributes to a culture that advances health, well-being, and community connection - locally and globally.
• Respects and values colleagues and community partners.

Accountability and Excellence

• Demonstrates results-oriented focus and commitment to quality.
• Consistently meets deadlines and delivers work of high professional standard.
• Prioritizes service and responsiveness.
• Seeks opportunities to improve efficiency, effectiveness, and resource use.
• Takes ownership of performance, seeks feedback, and accepts responsibility for actions.

Communication

• Communicates with respect, diplomacy, and professionalism.
• Demonstrates active listening and comprehension.
• Expresses ideas clearly and effectively in both oral and written forms.
• Keeps colleagues informed in a timely and transparent manner.

Collaboration and Teamwork

• Actively contributes to and engages with colleagues, partners, and communities.
• Builds relationships rooted in respect, empathy, and trust.
• Demonstrates curiosity, courage, and integrity in guiding work and decisions.
• Makes thoughtful, informed decisions that balance short-term needs with long-term impact.
• Works cooperatively with colleagues to achieve collective goals.

Adaptability and Lifelong Learning

• Approaches challenges with proactive problem-solving.
• Commits to lifelong learning by continuously developing skills, knowledge, and effectiveness.
• Supports and adapts to evolving needs in the work environment.

Partnership with Supervisors

• Engages supervisors as partners in achieving goals.
• Fosters open, respectful communication to maintain alignment and clarity.
• Seeks guidance and feedback when appropriate while demonstrating initiative and accountability.

Equal Opportunity Employer

It is the policy of Adler University that all persons are entitled to Equal Employment Opportunity (EEO) protection. The University does not discriminate against any individual for employment because of age, religion, race, color, gender, gender identity, sexual orientation, national origin, ancestry, marital status, physical or mental disability, military status (including unfavorable discharge from the military), or any other category protected by federal, state, or local law.