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Regional Support Specialist

Summary

This position will provide technical support at all 16 campuses in person and remotely.

The highly skilled associate will travel to all locations at least once per quarter to troubleshoot, resolve and document on-site technical issues, with little direct supervision.

They will also be required to take support calls to assist the staff at the Customer Support Center.

In addition to technical skills, an excellent customer service attitude and the ability to communicate effectively is essential.  Work is evaluated for results against metrics based on reliability, customer service, effectiveness, cost and the timeliness of the services provided.

Key Responsibilities
1.

Travels to each campus at least once per quarter
2.

Provides technical support within established SLAs.

Support may be provided electronically, by phone, or physical presence.
3.

Assists CSC Service Desk by taking support calls from all locations.
4.

Maintains a professional and customer service driven demeanor at all times to ensure customer satisfaction in technical support services is maximized.
5.

Document all issues in a ticketing system
6.

Keep an inventory of devices at all campuses
7.

Work with CSC IT staff to perform afterhours maintenance tasks
8.

Attend regular calls with CSC IT staff
9.

Maintain a travel schedule
10.

Other duties as assigned.
Experience/Education:
+ Baccalaureate degree or Associate degree with 2 or more years of IT experience
+ Expertise with Microsoft Windows and Office products.
+ Ability to perform advanced troubleshooting and effectively communicate findings to associates with varying levels of technical expertise.
+ Knowledge of computer hardware and networking concepts
+ Excellent interpersonal and communication skills.
Other Comments/Requirements:
This role is required to travel approximately 80% of the time, and work after-hours or weekends as necessary to perform tasks that may otherwise cause a disruption.

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