Technology Specialist 3

About the role

Provide comprehensive computer support for the campus community with a focus on excellent customer service. Stay knowledgeable of and skilled in the university’s technological environment as established by ITS leadership to ensure timely issue resolution. Provide support for device management, software deployment, physical labs, and other technologies while ensuring compliance with the university’s security and performance standards. Evaluate new technology solutions and provide recommendations that enhance the user experience and advance the university’s mission. Supervise student employees and may mentor junior technology staff.

Responsibilities

• 40%: Provide direct, professional, and immediate Level 1 and Level 2 support for faculty and staff via in-person or remote access sessions. Respond to technical support tickets. Diagnose and troubleshoot moderate to complex technical issues (hardware, software, or network related). Escalate issues appropriately after all attempts to resolve an issue have been exhausted. Manage access to collaboration tools and departmental file repositories. Provide prompt, accurate, and regular feedback to users. Prioritize and track multiple open support activities effectively.
• 30%: Assist departments in evaluating technology needs and collaborate with ITS engineering teams to develop solutions. Stay current with new technology implementation and support plans. Attend training to ensure familiarity with new technology capabilities and use cases. Provide software training to users to ensure knowledge of university service offerings and software functionality.
• 20%: Maintain workstations and associated images, physical labs, and other university technologies using current endpoint management solutions. Review and modify existing workstation software to ensure licensing compliance, secure patching, performance improvements, error correction, and hardware compatibility. Monitor equipment functions to ensure workstations operate within acceptable specifications.
• 10%: Assist the IT Service Desk with triage and support activities as time permits.

Required Qualifications

• Education: 24 months of education or training beyond high school.
• Licenses/Certifications/Requirements: Introductory Microsoft Certificate required after 6 months of employment.
• Experience: Minimum of 4 years of experience and/or training in a computer-related field, including hardware, software, and network troubleshooting.
• Skills: Comprehensive skills with Windows Operating Systems, Microsoft 365 product suite, Microsoft Endpoint Manager, and Adobe Creative Cloud.
• Knowledge: Current computer technology, good problem-solving skills, and strong written and oral communication.
• Demonstrated ability to adapt to new computer technology, perform various troubleshooting and project management functions.
• Leadership: Functional guidance over student employees, including scheduling, task assignment, and work monitoring.

Physical Requirements

• Moderate physical effort required, involving long periods of standing, walking on rough surfaces, bending and/or stooping.
• Periodic lifting of moderately heavy items (over 25 lbs. – 50 lbs.).

Working Conditions

• Standard working environment with possible minor inconveniences due to occasional noise, crowded conditions, or minor heating/cooling/ventilation issues.
• Near continuous use (>70% of the time) of a video display terminal.