Senior Technical Support Specialist

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About Holy Family University

Holy Family University is a sponsored ministry of the Sisters of the Holy Family of Nazareth founded in 1954. The University is a private institution in the Catholic tradition with campus locations in Philadelphia and Newtown PA. The main campus is nestled in the heart of a historic residential neighborhood in Northeast Philadelphia that is vibrant and just minutes from the excitement of Center City. The Newtown campus is located in Bucks County surrounded by nature and a step away from parks, farmers’ markets and great dining.

One of the best parts of Holy Family University is our inclusive atmosphere--and that's not by chance. Our mission centers on creating an environment that is welcoming and encourages all members to get to know one another, learn from one another, and experience a range of perspectives and worldviews. Our diversity is what makes us a strong community.

University Benefits

Holy Family University takes pride in offering a range of meaningful and flexible benefits designed to promote the health and wellness of our employees and their dependents. Our comprehensive benefits and resources focus on physical, mental and financial wellness to include medical, prescription, dental and vision. We did not stop there; we also offer our employees the following fringe benefits and more.

  • Commuter Benefits: Transit and park benefits through pre-tax payroll deductions
  • Half-Day Fridays: Enjoy half day Fridays in the summer
  • 403(b) Retirement: Discretionary match up to 5%; vested immediately
  • Time Off: 12 Paid Holidays, Vacation, Personal, Sick Days and a week off for Winter Break
  • Tuition Benefits: Employees or dependents pursuing a first Undergraduate Degree receive 100% tuition remission; employees pursuing a first Master’s or Doctoral degree, receive 100% tuition remission; eligible dependents pursuing a first Master’s or Doctoral degree, receive 50% tuition discount.
  • Alpha House: 50% Discount for Nursery, Pre-K and Kindergarten 

Position Summary

Holy Family University is expanding its Technical Support team! If you are looking to join a team that supports users in a mission-based environment, then this is the job for you!

We are seeking a skilled and customer-focused Senior Technical Support Specialist to join our team.  Successful candidates will have experience providing technical support for escalated PC and Mac computers, classroom AV systems, printers, and phone systems. This role is crucial to ensure the smooth operation of IT systems across the University. Candidates should have proven experience delivering exceptional support to end users, preferably in an education environment.

Responsibilities include, but are not limited to:

  • Provide excellent customer service through prompt responses to support requests
  • Handle escalated technical issues for PC and Mac platforms, including hardware, software and office products
  • Provide escalated technical support for classroom AV systems, printers, phone systems
  • Lead in AV event requests, setup and support as needed during campus events
  • Troubleshoot fundamental network issues, including connectivity problems, IP configuration and network printer setups
  • Assist with user account management as needed
  • Track and manage accurate inventory records
  • Oversee the ticket system, responding to outstanding issues and providing interventions as needed
  • Develop and implement training programs to keep the team updated on the latest technologies and best practices
  • Provide ongoing support and guidance to technicians, fostering a collaborative and continuous learning environment

Qualifications for the Senior Technical Support Specialist:

  • Associate’s or Bachelor’s degree in Information Technology, Computer Science, or a related field, or relevant experience
  • At least 3 years of experience in a technical support role, preferably in an educational environment
  • Strong knowledge of PC and Mac operating systems, hardware, software, and office products
  • Experience with Gmail Suite, Multi-Factor Authentication (MFA), and Microsoft Office products
  • Basic networking skills, including troubleshooting and configuration
  • Experience organizing staff assignments and maintaining inventory control
  • Excellent problem-solving skills and the ability to work under pressure
  • Strong communication skills, both written and verbal
  • Customer-focused attitude with a commitment to delivering high-quality support
  • Strong background in conducting training and development sessions
  • Ability to establish and maintain effective working relationships with the campus community
  • Familiarity with ITIL or other IT service management frameworks preferred
  • Experience with help desk ticketing systems preferred
  • Certifications such as CompTIA A+, Network+ or relevant AV certifications preferred

Please note:  This position requires work on nights and weekends as needed, as well as flexibility to work outside standard work hours due to urgent support needs.

This position is based on Holy Family’s Newtown, PA (Bucks County) campus, but will require travel to our Northeast Philadelphia campus as needed.