Under general direction, provide support to clients in their use of technology, including software, hardware, audiovisual, and networking issues. Function as a support resource and assist other support staff, providing ongoing guidance to the clients and support team. Troubleshoot and solve technical issues related to the designated environment. Document resources used, steps taken toward resolution and work to provide excellent service and initiatives.
1. Provide Tier I technical support to clients remotely or in the field by identifying, reporting, tracking, troubleshooting and resolving incidents and requests using appropriate tools and applications. 2. Troubleshoot Tier I technology issues including software, hardware, audiovisual, and networking issues. 3. Emergency "on-call" rotation 4. Escalate complex problems that cannot be resolved to Tier II, and work with Tier II staff to assure resolution. 5. Document resources used, steps taken toward resolution and work to provide excellent service and initiatives in the Knowledge Center Support Repository 6. Provide and/or share technical knowledge with other support staff in the resolution of problems/requests related to the designated system. 7. Actively promote a customer-oriented environment in which the client is treated professionally and courteously. Actively promote a customer-oriented approach throughout IT Services. 8. Demonstrate strong customer service skills including the ability to constructively, diplomatically, patiently, and successfully handle customer complaints, problems, questions, conflict, and suggestions. 9. Identify symptoms and break problems into distinct and manageable parts; analyze and interpret root causes associated with a given problem; look at problems from other perspectives; seek other resources/expertise to define solutions; assist in solving intra-team problems. 10. Write clearly and succinctly in a variety of communication settings and styles; get messages across that instigate appropriate actions. 11. Demonstrate excellent oral and written communication skills including the ability to communicate technical information to a variety of audiences including end users and clients. 12. Learn quickly, adapt to change to meet the needs of the IT environment when given direction and guidance. 13. Show initiative to make basic decisions in daily work where risk is low, saving manager time; gather inputs and come to practical/sensible solutions; identify and escalate more significant decision point appropriately. 14. Accurately restate the opinions and needs of others; demonstrate patience and active listening. 15. Apply principles and processes of service levels to work.16. Participate in professional development activities. 17. Perform other related duties as required or assigned.
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Require an Associate’s degree earned by date of hire.
Any equivalent combination of education and/or experience providing the knowledge/skills/abilities listed above may be substituted. Experience in these knowledge/skills/abilities may be earned concurrently.
“Miami University, a student-centered public university founded in 1809, has built its success through an unwavering commitment to liberal arts undergraduate education, with complementary quality graduate programs, and the active engagement of its students in both curricular and co-curricular life. With a student body of 16,000, Miami effectively combines a wide range of strong academic programs w...ith faculty who love to teach and the personal attention ordinarily found only at much smaller institutions. Faculty and staff are highly valued for their contributions toward the Miami experience. Employees enjoy a competitive benefits package and stable work environment as they work to support the university’s educational mission.
Miami’s main campus is located in Oxford, Ohio, 35 miles northwest of Cincinnati, with regional campuses located in Hamilton and Middletown, Ohio, and a center in Luxembourg. Known as one of the most beautiful campuses in the nation, Miami, the nation's tenth oldest public university, is recognized for its striking red brick Georgian-style architecture and tree-shaded lawns. Take a Virtual Tour from our website.”