Summary 

The Lead Technical Support Specialist is responsible for providing computing services and support to university faculty, staff, and students. They are the public face of the ITS division and represent the user perspective in all technical operations and project activities. 

The Lead Technical Support Specialist reports to the Director of User Support Services and is charged to understand the goals/objectives of the team and how it supports those of the ITS division.

Essential Duties and Responsibilities

• Serves as the lead technical contact for the User Support Services Team
• Monitors all support requests to ensure proper handling and SLA compliance
• Designs and implements improvements in operational efficiency based on support trends, calls, tickets, and customer satisfaction ratings
• Acts as primary administrator of the university’s virtual desktop computing systems
• Guides others on the creation, maintenance, and distribution of operating system images for both Windows and Mac computer systems
• Coordinates the testing and distribution of applications and system updates
• Purchases new hardware assets and software licenses
• Maintains inventory and disposal of legacy hardware devices
• Develops and maintains technical knowledge-base articles and support documentation 
• Takes advantage of appropriate professional development opportunities and resources to ensure fluency with new and developing technologies
• Provides oversight of team projects and tasks to ensure desired outcomes are achieved
• Assists the Director with other initiatives as assigned

Non-Essential Duties

• Other duties and special projects may be assigned as necessary

Experience, Knowledge and Skills Required

• 3+ years progressive experience in a user support services team role, preferably in higher education, demonstrating strong skills in Microsoft Windows and Apple operating systems, MS Office suites, troubleshooting hardware, software, and network connectivity issues
• Exceptional follow-up and follow-through skills as well as ability to plan, organize and control projects through to completion, ensure timely completion of goals, objectives and deadlines. 
• Proven exceptional attention to detail and ability to consistently produce error-free results. 
• Strong analytical and problem solving skills necessary to identify and resolve complex problems. 
• Excellent verbal and written communication skills, with an emphasis on creating and maintaining process and procedure documentation. 
• Excellent interpersonal and customer service skills and ability to quickly establish rapport with members of the user population. 
• Experience training peers on technical topics relevant in a user support role, as well as strong skills relaying complex IT concepts and terms to a non-IT population. 
• Ability to thrive in a fast-paced environment with demonstrated ability to effectively prioritize multiple competing tasks and demands. 
• Ability and willingness to maintain a positive attitude at all times 
• Motivated learner with ability to embrace new technologies and proactively apply them 
• Bachelor’s degree and 3+ years of progressive experience in technical/end-user computing support or equivalent combination of education and experience. 

Performance

• Performance is evaluated continuously and reviewed with the director in weekly 1:1 meetings, and once yearly through a comprehensive performance review. The Lead Technical Support Specialist is expected to exceed metrics for initial ticket response, ticket resolution and user satisfaction.

Physical Requirements (with or without reasonable accommodation)

• Visual Abilities: Read reports, create presentations and use a computer system.
• Hearing: Hear well enough to communicate with co-workers, vendors, and students.
• Dexterity, Grasping, Feeling: Write, type and use the telephone, copier, and computer systems.
• Mobility: Open files and operate office machines; move between departments and attend meetings across campus.
• Talking: Frequently convey detailed or important instructions and ideas accurately, loudly, or quickly.
• Lifting, Pulling, Pushing: Exert up to 50 pounds for force occasionally, and/or up to 20 pounds of force frequently, and/or up to 10 pounds of force constantly to move objects.

• Work in office environment, involving contact with faculty, staff, student workers, service providers and vendors
• Work has deadlines, multiple interruptions, high volume and may be stressful at times

The above description is not intended to be an all-inclusive list of the duties and responsibilities of this positions, nor are they intended to be such a listing of the skills and abilities required to do the job. Rather, they are intended only to describe the general nature of the position. 

ABOUT QUEENS

Queens University of Charlotte is a student-centered, comprehensive, private university affiliated with the Presbyterian Church (U.S.A.). With a foundation in the liberal arts and a commitment to excellence in education, the university serves the needs of a diverse co-educational student body of 2,200 with a variety of undergraduate and graduate programs. Queens offers students learning experiences through the College of Arts & Sciences, the McColl School of Business, the James L. Knight School of Communication, the Wayland H. Cato, Jr. School of Education, the Presbyterian School of Nursing and the Andrew Blair College of Health and the Hayworth School of Graduate and Continuing Studies. In all of its programs, Queens emphasizes active and collaborative learning, meaningful student-teacher relationships, a creative synthesis of the liberal arts with the world of work, and the value and necessity of lifelong learning. Additional information about Queens University of Charlotte may be found at www.queens.edu Queens University of Charlotte values campus diversity and demonstrates this in campus initiatives; we particularly encourage members of historically under-represented groups to apply.

Benefits

Queens offers medical, vision and dental insurance, domestic partner benefits, defined contribution retirement plan & supplemental retirement plan, vacation and paid holidays, tuition remission, pet insurance, critical illness insurance, pre-paid legal plan, Queens-paid life insurance, supplemental life insurance, dependent life insurance, accidental death and dismemberment insurance, flexible spending accounts (medical, dependent care, health savings account), sick leave and long-term disability leave, reduced cost meals at Morrison Dining Hall, employee assistance program (EAP), free Levine Center for Wellness & Recreation access.

Queens is an equal opportunity employer, completely and firmly committed to supporting and celebrating all forms of diversity. Queens does not discriminate on the basis of race, color, gender, sexual orientation, sexual identify, religion, age, national origin, disability, political beliefs, veteran status, genetic information or any characteristic protected by law in the administration of its educational and admissions policies, scholarship and loan programs, athletic programs, employment and hiring policies, or other University-administered programs. Any applicant for employment who needs any reasonable accommodation under the Americans with Disabilities Act should contact the Director of Human Resources 704-337-2297.

If this sounds like the right job for you, then use the button below to submit your application. Be prepared to upload a cover letter, resume or CV, and contact information on three professional references. We look forward to reviewing your submission.