| Position Summary | The Technical Support Specialist position functions under the general guidance of the Help Desk Manager. The Technical Support Specialist will be responsible for remote software management systems, installing and maintaining computer equipment and other peripherals for the University, and providing remote and in-person support to faculty, staff, and students.
Austin Peay State University is a four-year public, doctoral-level university, with six colleges and four Chairs of Excellence. The University has an enrollment of over 10,000 students and is located in Clarksville, Tennessee, a community of an estimated 180,000 people located approximately 40 miles northwest of Nashville, TN. |
| Primary Duties and Responsibilities | - Troubleshoot, identify and resolve technology problems with PCs and Apple devices, operating systems, software applications, and instructional hardware and software.
- Accurately document equipment troubleshooting and repair steps
- Maintain relevant knowledge of repair diagrams, schematics, and technical manuals for university-owned computers.
- Perform regular maintenance of computer equipment and peripherals.
- Assist faculty, staff, students, and the walkup service desk.
- Research and test new equipment for compatibility with university software and systems.
- Maintain accurate equipment inventory.
- Obtain quotes for Dell and Apple computers and accessories.
- Add and configure appropriate printers to the university network.
- Support internal and external projects as needed.
- Provide in-person, remote, and phone support.
- Remediate endpoint security issues.
- Serve as a backup for quality control and phone support.
- Supervise student workers.
- Troubleshoot minor multimedia issues
- Install, configure, and maintain local and network printers and related subsystems.
- Perform other duties as assigned.
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| Knowledge, Skills, and Abilities | - Ability to effectively use and apply computer systems principles, electronics principles, and digital and telephonic communications principles.
- Ability to install, maintain, and repair computer equipment, including associated peripherals.
- Ability to read diagrams, schematics, and technical manuals for repair diagnostic information.
- Ability to communicate effectively in a professional environment, pay attention to detail, and take initiative.
- Ability to interact effectively and appropriately with diverse populations, the University community, and the public.
- Ability to adhere to established policies and procedures.
- Ability to have compassion for end users.
- Ability to solve problems and deal with all forms of technology.
- Ability to write scripts for automation of both PCs and Macs.
- Remote monitoring of PCs, Macs, and related technology.
- Ability to communicate effectively.
- Ability to maintain confidentiality.
- Ability to have compassion for end users.
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| Physical Requirements | - Medium Work: Exerting up to 50 pounds of force occasionally, and/or up to 20 pounds of force frequently, and/or up to 10 pounds of force constantly to move objects.
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| Required Minimum Qualifications | - High school diploma or GED;
- One (1) year of experience in computer and software troubleshooting, maintenance, and upgrades.
- A background and credit history check will be required of the successful applicant.
- An official transcript (if applicable) and names, addresses and phone numbers of three (3) references will be required for the successful applicant.
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