Job Details

Posting Details

About WesternU

As you take your first step onto a Western University of Health Sciences campus, each path, each person, each structure comes with a transformative story. WesternU is more than the practice of medicine. We are defined by character and culture.

At WesternU, you will discover humanism at the heart of every interaction: a warm welcome, a sincere smile, a positive word, a kind deed, a thoughtful gesture. You will see students work together on case studies; a parade of pets in campus parks; student clubs offering opportunities for career growth and community involvement; and faculty, staff and students designing their future and the future of WesternU. We display a collaborative mindset in how we operate, educate, and serve others.

Although, geographically, we are two campuses - as humanists, we are one: to enhance and extend the quality of life in our communities and achieve excellence in everything we do. We attract diverse, professional faculty, staff and students that thrive in an environment of humanistic health care education. Join our team of faculty and staff and make a difference.

Posting Details

Position Title
Technical Support Specialist I

Position Control Number
999366

Type of Position
Staff

Position Status
Full-time

Campus
Western University Campus-Pomona, CA

Position Location
California

Department
4303-User Support Services

Job Summary

The Technical Support Specialist I manages first level software/hardware technical support requests via phone, e-mail, and web page forms.

Responsibilities will include overseeing the effective and timely response to all requests maintained within the university service requests application within established Service Level Agreement (SLAs). Problem resolution may involve the use of diagnostic and help request tracking tools, as well as require that the individual give hands-on help.

Additional responsibilities will include working with the Supervisor of Technical Support to improve service response times, deliverables and identify prospective technology training for the WesternU community.

Knowledge, Skills and Abilities

Individuals must possess the knowledge, skills and abilities or be able to explain and demonstrate that the individual can perform the essential functions of the job, with or without reasonable accommodation, using some other combination of skills and abilities.

1. Experience with Microsoft and Apple operating systems, Microsoft Office products and other various software programs.

2. A fundamental understanding of network technology in the context of TCP/IP switched networks.

3. Good working knowledge of computer hardware. Must have the ability to diagnose, troubleshoot and repair hardware related issues.

4. Skill in using various hand tools and proficient in the use of the internet.

5. Good verbal and written communication skills. Must be able to effectively interact with administration, faculty, staff, students, and outside contacts.

6. Ability to provide both in-person or computer-based technology support assistance using remote tools and diagnostic utilities to aid in troubleshooting.

7. Regular attendance, reliability and punctuality.

8. Great time management and organizational skills.

Required Qualifications

Education: Any combination, training or experience equivalent to an Associate of Arts degree in a Science subject or closely related field that provides the required knowledge, skills and abilities. 2. Experience: 1-2 years experience in computer repair and/or customer support.

Preferred Qualifications

Bachelor's degree in CS/IS or similar discipline. Two years' technical support and customer service or related experience.

CompTIA A+ and/or CompTIA Network+ certifications.

Essential Job Duties

Key Responsibilities

Maintain and operate the ticketing system (ITSM)

• Review received support requests, schedule service responses and provide solution descriptions as necessary into the ITSM.
• Assist with maintaining support related documentation.

Key Responsibilities

Provide support to the University (faculty, staff, alumni, and students)

• Provides information by answering Helpdesk telephones, logging calls into the ITSM, and handling walk-in or remote support questions from students, faculty and staff.
• Monitor all approved technical service request queues/channels/email and respond to issues in a timely manner.

Key Responsibilities

Provide device support.

• Provides support and troubleshooting for employee software/applications.
• Troubleshoot student laptops and install University-owned software.
• Maintain university laptops and workstations.

Key Responsibilities

Other

Although the aforementioned core duties encompass a substantial portion of the role, additional responsibilities may be assigned periodically. In line with a collaborative and cooperative approach, it is anticipated that all employees will contribute to advancing the Information Technology mission at WesternU by staying updated with the latest advancements in information technologies and troubleshooting methodologies.

Posting Details Continued

Work Schedule

This position is primarily onsite in Pomona, CA.
Work hours will typically be an 8-hour shift within the hours of 7:30AM and 5:30PM, Monday-Friday. Occasionally, after hours work may be required, including nights and weekends. Occasional or scheduled remote work may be available or required.

Working at WesternU

We believe in making an impact in the lives of our employees, personally, and professionally. Every employee has different individual and/or family needs. We offer benefits that are both comprehensive and flexible to address your unique needs. We believe work-life harmony is positive and achievable.

We offer competitive salaries, generous paid time off, insurance plans, reimbursements, and retirement benefits. Additionally,
•Our faculty, staff, and administrators are 100% focused on student success.
•Our University culture creates the context for a nurturing and supportive environment.
•Faculty, staff, and students can expect to make deep, personal relationships within the University community.
•As a Faculty, Staff, or Student at WesternU, you can focus on work that you love, be your authentic self, and lead to the future with innovation in health sciences.
•WesternU's core value of humanism encourages all to bring their whole self in all that they do.
•We are committed to fostering a culture of respect, equity, collaboration, and fun at all levels for all people!

Expected Pay Scale

Minimum
$26.29 Hourly

Maximum
$26.29 Hourly