IT Helpdesk Remote Support - Support Specialist I

The support specialist’s primary responsibilities are technical support and customer service. Support Specialists ensure end users can accomplish business and education tasks by helping them resolve technical issues. Support Specialists receive, prioritize, document, and ultimately resolve end user computer related help requests via Phone and Chat Queues. Problem resolution may involve the use of diagnostic and help request tracking tools, remote troubleshooting, and/or software installation.

 

Support specialists coordinate with other IT departments to ensure that reported issues are being resolved. Must have home internet service to provide support while working from home. Must accomplish necessary certifications within required timeframe (MOS, IC3 Fundamentals, and others as required).

 

This position requires 40 hours/week, performance of duties via home internet access, and includes weekend and evening shifts. The exact schedule will be determined based on current staffing needs. Office hours are 8AM – 9PM (EST) Monday – Friday, 10AM – 6PM (EST) Saturday, & 1PM – 9PM (EST) Sunday.

 

Essential Functions and Responsibilities

 

1. Receive, prioritize, document, and ultimately resolve end user computer related help requests.

2. Maintain call and support metrics at required level for assigned area

3. Escalate tasks due to need for higher level of technical ability or customer service skills required

4. Utilize help request system to document work and customer interaction

5. Coordinate with other IT departments to ensure that reported issues are being resolved.

 

 

Qualifications, Credentials, and Competencies

Minimum Qualifications

 

 

 

Preferred Qualifications

 

  • Two-year college degree, with a concentration in Computer Science or related discipline or equivalent work experience

  • A minimum of one year of experience in computer troubleshooting or a similar technical field

  • Familiarity with Liberty University’s IT systems, policies, and organization.

  • Microsoft Office Specialist certifications

 

ABILITIES AND COMPETENCIES ESSENTIAL TO THE FUNCTION OF THE JOB

Communication and Comprehension

  • Ability to effectively communicate both verbally and in writing to convey clear, well articulated information.

  • Ability to understand, speak, and write English in order to convey messages and correspond in an articulate and professional manner.

  • Ability to effectively communicate technical issues in laymen’s terms.

  • Strong organizational skills.

  • Excellent computer skills.

Problem Solving

  • Intuitively able to reason, analyze information and events, and apply judgment in order to solve problems of both a routine and complex nature.

Physical and Sensory Abilities

  • Frequently required to sit for extended periods to perform deskwork or type on a keyboard.

  • Regularly required to hear and speak in order to effectively communicate orally.

 

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Common Interview Questions And Answers

1. HOW DO YOU PLAN YOUR DAY?

This is what this question poses: When do you focus and start working seriously? What are the hours you work optimally? Are you a night owl? A morning bird? Remote teams can be made up of people working on different shifts and around the world, so you won't necessarily be stuck in the 9-5 schedule if it's not for you...

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