Technical Support Specialist - Core Education : Job Details

About Core EducationCore Education is a dynamic organization dedicated to transforming the business model of higher education through innovative programs and partnerships. We work collaboratively with colleges and universities to enhance learning experiences, promote student success, and drive positive outcomes. About the roleWe are seeking a dedicated and skilled Technical Support Specialist to join our team. The ideal candidate will be responsible for installing, modifying, and making minor repairs to computer hardware and software systems. This role involves resolving technical requests, maintaining system functionality, and ensuring compatibility of new programs with existing ones. The successful candidate will have excellent problem-solving skills, a collaborative mindset, and the ability to communicate technical information clearly to non-technical users.What you'll doHardware and Software Maintenance:

• Install, modify, and repair computer hardware and software systems.
• Test computer components to ensure system functionality and maintain system capability.
• Carry out software and hardware performance tuning.
• Document hardware and software updates.

Technical Support:

• Resolve tickets via Autotask from generated technical requests or problems.
• Troubleshoot technical and process issues to maintain productivity.
• Provide in-person and digital training to end users on new software.

User Consultation and Assistance:

• Consult with faculty, students, and staff to determine appropriate hardware and software needs.
• Assist in placing orders for necessary equipment and software.
• Gather data to identify and evaluate technical purchasing options.

System and Software Testing:

• Test compatibility of new programs with existing systems.
• Confirm program objectives and specifications by testing new programs against established standards and making necessary modifications.
• Evaluate vendor-supplied software for compatibility with existing hardware and programs.

Knowledge Maintenance and Documentation:

• Keep up to date on technical advancements by attending educational workshops, reviewing professional publications, and participating in professional societies.
• Prepare reference material for users by drafting operation instructions and documentation.

Qualifications

• Excellent problem-solving and troubleshooting skills.
• Ability to communicate technical information in an accessible manner to non-technical faculty, staff, and students.
• Positive, team-oriented mindset.
• Capability in software maintenance and testing.
• Ability to maintain vendor relations.
• Basic knowledge of networking principles and Windows desktop operating systems.
• Effective prioritization and execution of tasks in a high-pressure environment.
• Customer-service oriented with a collaborative mindset.
• Hands-on problem-solving ability.
• Working knowledge of Active Directory and group policies.

Education and Experience:

• Associate degree or above in computer science, information systems, or a related field.
• Prior experience working on a Helpdesk, in IT, or a similar technical function.
• ITIL V4 Foundations certified is not required but would be a plus.