Technology Support Specialist

Integrating the core values of respect, integrity, compassion, justice, and service, the under the direction of the Lead Tech, the Technology Support Specialist is responsible for providing the campus community with first-level problem resolution and assistance with university technologies. Other duties include entering service requests in the IT ticketing system and escalating tickets when required; documenting work, issues, and inventory; assisting with office work; and accommodating audio-visual requests. The position will be on-site and have a flex schedule to accommodate evening and weekend work.

Essential Functions

• Respond to requests for assistance with technology-related issues by providing first-level in-person and remote support
• Enter requests in the IT ticketing system and resolve or escalate incident request as appropriate
• Consult with the campus community on the proper use of hardware and software
• Locally or remotely install, maintain, and uninstall software
• Receive, ship, transport, install, maintain, uninstall, and dispose of technology hardware
• Identify recurring problems and recommend hardware/software/training corrective measures
• Troubleshoot and resolve technology hardware and software issues
• Assist in maintaining a support function reference library and local documentation
• Assist in maintaining records of technology assets, problems, and solutions
• Assist in maintaining IT financial records and files
• Maintain confidentiality in all interactions with people and information
• Perform other related duties as assigned
  
  

Audio/Visual Responsibilities

• Plan, coordinate, and support the use of audio-visual technologies for academic and administrative functions
• Plan, coordinate, and support live events using audio-visual technologies
• Manage and support videoconferencing systems
• Manage and support the university’s campus cable television system
• Record, store, and distribute audio and video as required
• Identify recurring problems and recommend hardware/software/training corrective measures
• Provide one-on-one informal end-user training
  
  

Miscellaneous/secondary Responsibilities

• Assist in audio and video editing and post-production work
• Assist in Help Desk operations
• Install and maintain classroom audio-video technologies
• Install and maintain low-voltage signal cabling
  
  

Qualifications

• Bachelor's degree or equivalent level of training and experience required
• Two years Help Desk or customer service experience required
• Strong software knowledge including Microsoft Windows and Microsoft Office required
• Ability to maintain confidentiality required
• Ability to work independently and in teams in a demand-based, service-oriented setting required
• Excellent organizational, interpersonal and communication skills, fluency in both verbal and written English required
• Must be US work authorized**