IT SUPPORT SPECIALIST

Full job description

We are currently looking for an individual to join our team as the IT Support Specialist . Works consists of providing technological support to staff, faculty and students. Identifies, researches, and resolves technical situations among the branch campuses. Provides assistance to the telecommunications network, server infrastructure and data security in the Campus as requested. AGM University serves a diverse student population, offering bilingual education to the community for traditional and non-traditional students.

ESSENTIAL FUNCTIONS

1. Respond to assistance requests from users of the technological equipment, peripherals, applications, connection to communication networks and others.

2. Guide or train users in the correct use of technologies, on how to perform basic diagnostics, and provide them with general information on the use of those that are programmed.

3. Effectively utilizes the Service Desk platform to manage and resolve support tickets in a timely manner, ensuring all tickets are up-to-date and accurately documented to maintain seamless technical support operations.

4. Guide users on the processes to report technical support problems.

5. Perform installation, diagnosis, maintenance and technological equipment repair tasks and schedules.

6. Maintain institutional computers in optimal condition, and inform the supervisor about damaged equipment, lack of materials, and situations in physical facilities that affect the operation of the equipment.

7. Refer those problems of greater difficulty or non-routine to your group leader or your supervisor.

8. Keep users informed of their request status and provide follow up on these to ensure that the services provided were of quality.

9. Maintain inventories of basic parts, tools, and manuals to repair technological equipment.

10. Recommend to your supervisor the purchase of materials, parts and tools that are necessary for the execution of your work.

11. Maintain a record of the services provided and submit statistical reports on the provision of services, as required.

12. Document the services and procedures carried out in the Service Desk console.

13. Offer technological support in activities, meetings and events that are held in and outside the campus, which require the installation, management, and support of technologies.

14. Respond and update users’ service orders that are requested through the system to solve the technical problems faced by the telecommunication equipment of campus.

15. Participate and collaborate with the IT Support Director in maintaining the assets of the technology equipment databases updated in the Service Desk.

16. Ensure confidentiality in the processes, transactions and management of the information contained in the information systems.

REQUIREMENTS

1. Associate degree preferably in Computer Science or Information Systems.

2. A+ Certifications, network, MCP or equivalent preferably

3. Two (2) years of previous Help Desk or IT Support experience a must.

4. Experience in installation, maintenance and troubleshooting

5. Ability to express himself/herself effectively, verbally and in writing, in Spanish and English.

6. Knowledge and experience in relevant computer applications such as:

· Windows Desktop operating system10

· Windows Server operating systems

· Antivirus / Anti-malware software.

· Office automation software (Office 365, Acrobat, etc.).

· Anthology Student Information System (optional, but preferable).

· Canva Learn Learning Management System (optional, but preferable).

7. Must possess the ability to be a team player and interact with a wide variety of customers with varying degrees of technology needs.

8. Capable of performing physical and remote duties to provide customer support in the installation, repair and maintenance of hardware and software.

9. Competency in Microsoft Excel, Word, PowerPoint, and Outlook.

ABOUT AGM UNIVERSITY

Ana G. Mendez University (AGMU) is a nonprofit institution of higher education established in 2003. AGMU operates four campuses in the State of Florida and offers a wide range of academic offerings in Spanish, English and Bilingual across various modalities. AGMU promotes innovation, entrepreneurship, research, and diversity. In addition, we encourage integral education to benefit the Hispanic and international communities. AGMU proudly offers programs at the undergraduate, graduate, and doctoral levels that are framed by the highest academic standards.

We are an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status, or any other characteristic protected by law. “EEO Employer & Affirmative Action for Minorities/Females/People with Disabilities/Veterans”

Job Type: Full-time

Pay: $27,600.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

Work Location: In person