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Technical Support Specialist II | Capital University | Columbus, OH
At our partner institution at Capital University The Technical Support Specialist II is responsible for the daily operation and support of the institution’s desktops, laptops, printers, and other network‑connected devices. This role ensures that all users receive effective technical assistance to maximize the value of the institution’s technology resources. Support services include Help Desk support, user training, desktop applications and operating system assistance, and the management of equipment and software inventories.
Hours of operation are Monday – Friday, 8:00 am – 5:00 pm. Hours may vary.
Responsibilities
Provide high‑quality desktop support with a strong focus on customer service and satisfaction.
Assist users in effectively utilizing hardware, software, and other technology resources.
Receive, prioritize, and resolve support requests submitted via the ticketing system, email, and phone.
Diagnose and resolve desktop hardware, software, and peripheral issues efficiently and accurately.
Support daily operations within Help Desk, Desktop Technology, and Lab/Classroom Technology areas.
Follow security best practices to ensure end user data is protected and recoverable.
Collaborate with software and hardware vendors as needed to resolve complex technical issues.
Demonstrates comprehensive knowledge of Windows and macOS operating systems, with proficiency in patching and imaging solutions.
Add and remove computers from the network domain in accordance with established procedures.
Assist with deploying new devices in accordance with replacement schedules and licensing requirements
Complete and maintain required documentation, records, and related administrative materials with accuracy and timeliness.
Requirements
Associate degree in Computer Science, Information Technology, or a related field; or an equivalent combination of education, training, and experience
Minimum of two years of experience in customer support or technical support services
Strong end‑user focus with demonstrated customer service skills
Experience with Help Desk ticketing systems and customer service workflow
Solid understanding of technical troubleshooting methodologies
Proven ability to work collaboratively in a team environment, with strong oral, written, and interpersonal communication skills
Ability to work a flexible schedule as needed
Strong attention to detail and commitment to thorough documentation
Ability to collaborate with technical staff across multiple disciplines to develop effective solutions
Ability to lift up to 50 lbs. for equipment movement as needed
Willingness to use ladders and access tight spaces (e.g., under desks, behind equipment) for troubleshooting and installation tasks
Ability to sit or stand for extended periods, depending on task requirements
