Technical Support Specialist

Position Summary:The Technical Support Specialist supports the University's technology environment by diagnosing and resolving end-user issues remotely and on-site. This role provides Tier 1 and Tier 2 support for faculty, staff, and students, including classroom and event technology, desktop hardware/software, and core productivity tools. The Specialist also delivers user training, maintains documentation, and follows University security standards. This is an on-site position.Position Responsibilities: * Provide Tier 1 and Tier 2 Service Desk support for University faculty, staff, and students (virtual and physical desktops). * Troubleshoot and support Microsoft Office/Office 365 and provide access support as needed. * Create, update, and maintain user accounts and related access (e.g., directory services). * Provide classroom technology support, including hardware, software, and audio/visual (A/V) needs. * Set up, operate, and support A/V and computer equipment for meetings and events across campuses, including evening/weekend coverage as required. * Maintain and support the phone system in a VoIP environment; resolve client issues as they arise. * Follow and support security standards and policies (anti-virus, patching, firewall, and data security best practices). * Implement desktop standards and best practices and contribute to the Service Desk knowledge base. * Test and evaluate software, operating systems, hardware, and peripherals for compatibility, reliability, and performance. * Respond to client inquiries in a timely manner; escalate issues appropriately when needed. * Maintain a high level of customer service aligned with University competencies. * Document, track, and communicate incident/request status and resolution in ServiceNow, including updates based on priority. * Create and maintain documentation for operational processes and continuous improvement. * Provide technical guidance and training to users and peers upon request. * Coordinate and communicate effectively with other team members and partner groups. * Perform other duties as assigned.Experience & Education Background: * 2+ years of experience providing hands-on technical support (help desk/service desk), including Tier 1 and Tier 2 troubleshooting. * 2+ years of audio-visual experience supporting live events, including setup, operation, and troubleshooting. * Experience supporting Windows and macOS endpoints, peripherals, and common productivity applications. * Experience supporting Microsoft 365 (Office/Office 365), including account/access troubleshooting. * Experience using an ITSM ticketing system (e.g., ServiceNow) to document, prioritize, and communicate incident/request status. * Associate's degree in Information Technology, Computer Science, or a related field, or equivalent combination of education and experience.Skills & Competencies: * Strong troubleshooting skills with a structured approach (identify, isolate, resolve, document). * Customer service mindset with the ability to communicate technical concepts to non-technical users. * Proficiency supporting Microsoft 365 applications (Outlook, Teams, OneDrive, SharePoint, and Office apps). * Ability to support classroom technology and A/V systems (projectors, microphones, conferencing, codecs, and presentation systems). * Working knowledge of identity and access concepts (accounts, groups, permissions) and endpoint security practices. * Ability to manage multiple requests, prioritize by impact/urgency, and escalate appropriately. * Strong documentation habits (knowledge articles, how-to guides, and process documentation). * Reliability and schedule flexibility to support evening/weekend events as required. * Ability to safely lift and move items up to 45lbs.Salary Range:$65,000 -$70,0000About Us:Yeshiva University is dedicated to academic excellence, intellectual exploration, and the advancement of t