IT Helpdesk Remote Support - Support Specialist I
Company: Liberty University
Job Location: Lynchburg, Virginia
Category: IT Support and Training
Type: Full-Time
Job Number: R0011836
The Remote Support Specialist's primary responsibilities are technical support and customer service. Support Specialists ensure end users can accomplish business and education tasks by helping them resolve technical issues. Support Specialists receive, prioritize, document, and ultimately resolve end user computer related help requests via Phone and Chat Queues. Problem resolution may involve the use of diagnostic and help request tracking tools, remote troubleshooting, and/or software…
installation. Support specialists coordinate with other IT departments to ensure that reported issues are being resolved. Must have home internet service to provide support while working from home. This position requires 40 hours/week, performance of duties via home internet access, and includes weekend and evening shifts. The exact schedule will be determined based on current staffing needs. Office hours are 8AM - 9PM Monday - Friday. 10AM - 6PM Saturday, 1PM - 9PM Sunday.
ESSENTIAL FUNCTIONS AND RESPONSIBILITIES
Tier 1
- Maintain call and support metrics at required level for assigned area.
- Escalate tasks due to need for higher level of technical ability or customer service skills required.
- Utilize help request system to document work and customer interaction.
- Ability to obtain position-specific certifications, including but not limited to CompTIA IT Fundamentals, CompTIA A+, and other technical certifications as required.
- Strictly adheres to Liberty University policies, representing the University in an exemplary manner.
- Works effectively as a team member, embracing and fostering LU's Christian model and Mission - Training Champions for Christ.
QUALIFICATIONS AND CREDENTIALS
Education and Experience
Minimum Qualifications
- A designated home workspace free of distractions.
- A reliable high speed home Internet connection (10Mbps Download, 5Mbps Upload).
- Familiarity with computer hardware, software, operations, and common problems.
- Ability to learn new technologies and concepts quickly.
- Strong customer service, interpersonal, and communication skills.
- Previous education or professional certifications may be considered in lieu of work experience.
Tier 1
- Two-year college degree, with a concentration in Computer Science or related discipline or equivalent work experience.
- A minimum of one year of experience in computer troubleshooting or a similar technical field.
ABILITIES AND COMPETENCIES ESSENTIAL TO THE FUNCTION OF THE JOB
Communication and Comprehension
- Ability to effectively communicate both verbally and in writing to convey clear, well articulated information.
- Ability to understand, speak, and write English in order to convey messages and correspond in an articulate and professional manner.
- Possess public communication skills that allow professional representation of Liberty University.
- Ability to effectively communicate technical issues in laymen's terms.
- Strong organizational skills.
- Excellent computer skills.
Problem Solving
- Intuitively able to reason, analyze information and events, and apply judgment in order to solve problems of both a routine and complex nature.
Physical and Sensory Abilities
- May be required to sit to perform deskwork or type on a keyboard.
- Regularly required to hear and speak in order to effectively communicate orally.
- Regularly lift 10 or fewer pounds.
WORKING CONDITIONS
Work Environment
This position requires 40 hours/week, performance of duties via home internet access, and includes weekend and evening shifts. The exact schedule will be determined based on current staffing needs. Office hours are 8AM - 9PM Monday - Friday. 10AM - 6PM Saturday, 1PM - 9PM Sunday.
Driving Requirements
If the employee is required to travel in performing the duties and responsibilities of the position, the use of one's personal vehicle (or LU vehicles) may be required for travel. Proof of a valid driver's license, an acceptable DMV record, LU Driving Approval, and liability insurance is required when driving in the performance of the employee's position.
Time Type: Full time
Location: Remote Location
Pay Range: $20.67 - $26.44
