Technical Support Specialist

ApplyBoard simplifies the study abroad application process by connecting international students, international student advisors, and educational institutions on one personalized platform. For more than a decade, ApplyBoard's team members have been dedicated to breaking down barriers to international education, while thriving at a company that invests in their career growth. Oursix core values guide us in our mission to educate the world, and are the foundation of our company culture. As an organization built on diversity, our team members are representative of the students we support.

The Opportunity:

User Services provides a central source of support for all Saint Leo University customers and users of information technology resources. User Services is staffed by Technology Support Specialist I who provide the first line of technical assistance to our customers. The Technology Support Specialist I require a strong knowledge of incident and request management, software installation, remote and desk-side support and processes related to intake, escalation, documentation, root cause and closure of incidents/requests. Technical Support Specialist I will be responsible for responding to, documenting and resolving service tickets in a timely manner according to SLA. The Technical Support Specialist I must have excellent problem solving skills in order to diagnose, evaluate and resolve complex problem situations, or when appropriate, escalate or route them to appropriate IT staff members.

Technical Support Specialist I will also perform root cause analysis, develop checklists for typical problems and recommend procedures and controls for problem prevention. This position will support multiple platforms including desktops, laptops, mobile devices and videoconferencing equipment. 

What You’ll Be Doing Every Day: 

• Provide exceptional customer service in person, via phone and email as appropriate

  
  

• Resolve help desk issues including troubleshooting hardware and software issues

  
  

• Responsible for receiving and creating Help Desk incidents/requests.

  
  

• Manage ticket queues and escalate incidents/requests to appropriate technical teams.

  
  

• Support university students, staff, and faculty accessing university online classrooms, email, and University portal.

  
  

• Provide first level support to university faculty, staff, and students for Windows and Mac OS environments.

  
  

• Installs and maintains PC and printer hardware and software, performs routine maintenance and applies vendor updates to software.

  
  

• Provides support to remote locations to and escalates as necessary to the appropriate departments, technical resources and/or vendors.

  
  

• Setting up classrooms and meeting rooms for videoconferencing 

  
  

• Provide Level 1 phone support and knowledge when to escalate call in a timely manner. 

  
  

What You Bring to the Table:

• High school diploma or equivalent; AA/AS degree in a technical discipline a plus.

  
  

• One to three years of hands-on experience working in an end-user desktop support role or computer operations environment required.

  
  

• Microsoft Office 2007 to 2016

  
  

• Vista, XP, Windows 7, Windows 8, Windows 10

  
  

• Windows Server 2003 and 2008 and 2012

  
  

• Remote Desktop support and Mobile devices

  
  

• Active Directory and Exchange

  
  

• IT Fundamentals/CompTIA A+ or greater vendor specific certification preferred.

  
  

• Polycom bridge setup experience a plus

  
  

• CRESTRON system knowledge a plus. 

  
  

• Advanced printer / peripheral device troubleshooting

  
  

• TCP/IP, DNS and DHCP

  
  

Ideally you should have:

• Excellent communication and customer service.

  
  

• Enterprise Client/server support experience.

  
  

• Installation and maintenance MAC/PC Operating systems and software applications, e.g. Windows 7. 8.x, 10 Microsoft O365, MAC OS 10.x, Adobe Creative Cloud,

  
  

• Physical layer troubleshooting of WLAN(802.11x)/LAN, DNS, switches, gateways, TCP/IP v4 & 6.

  
  

• General distributed hardware support of peripherals: printers, scanners, webcams, etc.

  
  

• Multitasking in a dynamic fast paced high stress environment.

  
  

• Adaptation to new and emerging technologies.

  
  

About ApplyBoard

ApplyBoard empowers students around the world to access international education. Our global team leverages cutting-edge technology to build innovative tools and share sector insights that support our network of international students and 1,500+ partner institutions. We've helped more than 1,300,000 students from over 180 countries with their study abroad journey so far, and we're just getting started.

Ready to join us? We're grateful for your interest in joining the ApplyBoard team. However, only select applicants will be contacted for an interview.

We may use artificial intelligence tools to support the hiring process, potentially while reviewing applications, analyzing resumes, or assessing applicant responses. These tools don't replace human judgment, and final hiring decisions are made by our team members. If you'd like more information about how your data is processed, please contact us.

ApplyBoard welcomes applications from people with disabilities. Accommodations are available upon request for candidates in all aspects of the hiring and selection process.