Position Description:

The Technical Support Specialist provides technical troubleshooting and problem resolution for the entire campus community by utilizing specialized technical knowledge, strong communication and customer service skills. This position provides support for computer hardware, software, audio/visual equipment as well as card service equipment, when needed. Candidates for this position should be able to provide both remote and in-person support to meet the diverse needs of our campus.

Major Responsibilities:

• Troubleshooting and general customer support. Whether in-person, in a ticket, over the phone or through remote access, provide tier 2 support for technical issues seen by campus community members. This includes properly diagnosing and resolving issues, providing reinstallations, configurations and/or replacement of problematic equipment, all within a timely manner in accordance with the standard and expectations developed by the department.
• Records and documentation. Use a provided ticketing system to track requests, communicate with customers and prioritize work while being sure to track inventory appropriately. This includes documentation of all processes as work is completed on a customer ticket as well as creating how-to documentation that users can refer back to as needed on common issues.
• Training. Whether assisting in the training of the student staff in the IT department or teaching users how to use campus systems, this position will need to work closely with others to improve their confidence in using university technology to improve their work processes.

---

Required Knowledge and Skills:

• Candidates should have a Bachelor’s degree and one or more years of experience in a technical support role or 3-5 years experience without a Bachelor's degree.
• Experience in higher education or academic environment a plus.

Other Qualifications:

• Candidates for this position must be willing to work under pressure and maintain knowledge of ever-changing systems and technologies. Additionally, we work with a diverse population of people with varying degrees of knowledge and confidence in technology. Being able to build relationships with campus departments, the student staff in the department and being able to support those working off campus, is important to the success of the university’s operations.

Additional Information:

• A successful candidate in this role must be able to provide level 2 technical support to the campus community by having a strong understanding of PCs and MACs as to troubleshoot and run diagnostics for both operating systems. Strong communication and customer service skills are a must as is the willingness to learn new, develop and document new systems and processes. Additionally, familiarity with file servers, networking and Active Directory are a plus.

---

Successful applicants will demonstrate a commitment to cultural diversity and the ability to work with individuals or groups from diverse backgrounds.

All offers of employment with Valparaiso University are contingent upon clear results of a thorough background check. Background checks may include criminal history, motor vehicle reports, prior employment verification, and personal/professional references. If applicable to the position, background checks will also include credit history. Background checks will be conducted on all final candidates for employment.

To be considered for this position, you must upload:

• Cover letter

• Resume

• List of 3 professional references

• Answer all application questions

Please address the cover letter to:

Jessica Wilson, Director of Support Services

Valparaiso University

Required Skills

Required Experience

Skills and Abilities

---

• Ability to maintain a high level of accuracy in preparing data
• Analytical and problem-solving skills
• Decision-making skills
• Effective listening skills
• Attention to detail and high level of accuracy
• Organizational skills
• Effective written and verbal communication skills
• Extensive Computer skills including engineering technology
• Meet project deadlines

---

Education/Experience

---

• Associate degree in Drafting or Engineering required; Bachelor’s degree preferred

• Experience using AutoCAD required; experience using other Autodesk programs, including, but not limited to, Revit and Civil 3D preferred.

• Experience with SolidWorks is desirable

• Knowledge of design techniques, tools, and principles involved in the production of precision technical plans, blueprints, drawing, and models

• Knowledge of arithmetic, algebra, geometry, calculus, statistics, and their applications

• Knowledge of the practical application of engineering science and technology. This includes applying principles, techniques, procedures, and equipment to the design and production of various goods and services

• Knowledge of materials, methods, and the tools involved in the construction or repair of structures such as bridges and tunnels

• Knowledge of the use of Finite Element Analysis (FEA) in conjunction with 3D solid modeling preferred

• Knowledge of symbols and standards related to drafting machine components (clearances, tolerances, surface roughness, etc.)

Physical Demands

• Travel will be required to attend training and meetings.
• Ability to sit or stand for an entire shift
• Occasionally required to stoop, bend, walk, crouch, and climb.
• Ability to lift, on a frequent basis, at least 50 pounds.
• Work outdoors in all weather conditions.
• Ability to speak, write, and understand English clearly.

Traylor Bros., Inc. is an Equal Opportunity Employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, veteran status, sex, sexual orientation, gender identity, age, genetic information, pregnancy, disability, protected activity, or other non-merit factors.