Virtual Support Specialist

Embry-Riddle Aeronautical University is seeking a Virtual Support Specialist to join the Information Technology department in a teleworking arrangement. The Virtual Support Specialist acts as a subject matter expert and technical escalation point, providing virtual technical support to faculty, staff and students utilizing phone, email and remote access tools. This includes troubleshooting and providing resolutions for basic and complex computing and system issues and researching and recommending solutions that meet the University's technology needs. Additionally, this position assists with providing quotes for new standard technology. The Virtual Support Specialist applies experience and judgment to innovate processes, improve customer experience, and increase operational efficiency in support of an effortless experience.

The ideal candidate desires to be a part of a vibrant community of information technology professionals and supports the mission of the University as a world leader in aviation and aerospace education. Embry-Riddle provides education globally and maintains a diverse technology footprint. Working for Embry-Riddle Information Technology provides a modern and collaborative work environment and professional development opportunities. Employees have access to a robust benefits package - from quality health care and retirement options to generous education benefits and a flexible summer work schedule.

Primary Job Functions, Duties, or Accountabilities:

• Provide technical support via phone, email, or remote access to students, faculty and staff for support tickets escalated from the IT Support team that require additional knowledge or system access to resolve. Work with other IT teams as needed for troubleshooting to resolution or reassign the ticket if it requires advanced knowledge or system access. Provide consulting, problem determination and resolution, network configuration and support, application support, and technology needs analysis.
• Maintain accurate and timely documentation of tickets. Create and update documentation including procedures and knowledge articles.
• Keep abreast of technology trends, especially those that relate to the educational environment. Innovate and drive adoption of new technology or processes to improve customer experience and increase operational efficiency. Maintain open communication with campus constituents to understand new technology needs and challenges. Present customer needs to University Information Technology groups. Manage vendor relationship and oversee Adobe licensing for the residential campuses.
• Attend meetings and briefings related to computing support. Participate in committees, task forces, and projects as assigned.

Required Education: High School (or GED) level ability in grammar, spelling, basic composition, and math.

1-3 years of related work experience

Required licenses, certificates, and/or security clearances:

CompTIA A+ and ITIL 4 Foundations Certifications are preferred.

Required skills, knowledge, abilities:

• Possess basic networking knowledge such as DHCP, TCP/IP, etc.

• Knowledge of bandwidth types, speeds and requirements for streaming, online meetings, and classes.

• Ability to learn new skills and keep up with the pace of changing technology. - Experience with remote support tools.

• Exceptional customer service skills.

• Excellent verbal and written communication skills.

• Ability to interact with audiences from a diverse background.

• Ability to prioritize work to meet deadlines.

• Great interpersonal skills. Ability to work in a team environment.

• Ability to maintain cooperative working relationships with supervisor, management and staff at all times.

• Strong organizational skills.

• Ability to recognize and deal with priorities, recognize and perform duties not directly assigned, and assist others as needed.

• Ability to maintain a positive and professional image at all times.

• Ability to handle difficult situations tactfully and maintain composure under pressure.

• Willingness to seek guidance and direction as necessary for performance of duties.

• Ability to work with vendors, request software quotes, and coordinate installation of purchased software.

• Work independently with minimal supervision.

• Ability to support IT Core Values by focusing on improvements, believing in our team and partners throughout the university, learning from mistakes, being accountable for actions and showing determination, focus and tenacity.