IT Support Specialist - Information Consulting Services

Location: Phila, Pa.

Fully Remote - Must be EST or CST time zone

Duration: 6 months with likely renewal

Start: ASAP

• Perform intake (via phone, email, and chat) and support to our clients related to the technology offerings in organization service catalog.

• Diagnose, resolve, and route as appropriate complex, technical incidents and service requests related to computing hardware, software, and network services.

• Track all client interactions and details related to work performed through our incident management tool, Helix.

• Write and edit technical support documentation.

• Post content on our client-facing websites using a CMS editing interface and in our internal knowledge base.

IT Support Specialist (2) - REQUIRED SKILLS:

• Previous support level experience with Windows/MacOS.

• Strong customer service orientation and excellent interpersonal skills.

• Excellent technical support skills and the ability to present technical information clearly to both technical and non-technical audiences.

• Ability to work independently and as part of a team.

• Ability to maintain confidentiality of sensitive materials.

• Demonstrated ability to prepare written documentation suitable for university use desirable.

• Previous experience in an academic computing environment preferred.