Title: IT Support Specialist
Contract Details:
Location: Phila, Pa.
Fully Remote - Must be EST or CST time zone
Duration: 6 months with likely renewal
Start: ASAP
IT Support Specialist (2) - Job Description:
• Perform intake (via phone, email, and chat) and support to our clients related to the technology offerings in organization service catalog.
• Diagnose, resolve, and route as appropriate complex, technical incidents and service requests related to computing hardware, software, and network services.
• Track all client interactions and details related to work performed through our incident management tool, Helix.
• Write and edit technical support documentation.
• Post content on our client-facing websites using a CMS editing interface and in our internal knowledge base.
IT Support Specialist (2) - REQUIRED SKILLS:
• Previous support level experience with Windows/MacOS.
• Strong customer service orientation and excellent interpersonal skills.
• Excellent technical support skills and the ability to present technical information clearly to both technical and non-technical audiences.
• Ability to work independently and as part of a team.
• Ability to maintain confidentiality of sensitive materials.
• Demonstrated ability to prepare written documentation suitable for university use desirable.
• Previous experience in an academic computing environment preferred.