Augustana University invites applications for an Information Services Support Specialist. This position serves as a primary point of contact for technology support within the university's Information Services team, providing friendly, responsive first-tier assistance to faculty, staff, students, and other campus partners.
Responsibilities include the following:
- Serve as a welcoming first point of contact for technology support, responding to walk-up, phone, email, and ticket-based requests.
- Troubleshoot and resolve routine issues involving computers, mobile devices, software, accounts, passwords, printers, classroom technology, phones, peripherals, and basic network connectivity.
- Create and maintain accurate support tickets, document troubleshooting efforts, monitor outstanding requests, and communicate with customers through resolution or escalation.
- Identify issues requiring additional technical expertise, gather appropriate diagnostic information, and route requests to the appropriate Information Services team member.
- Create and maintain user-facing help resources, FAQs, internal documentation, training materials, and approved automated support tools.
- Train, guide, and coordinate student assistants in customer service, documentation, basic troubleshooting, and escalation practices.
- Identify recurring technology issues and trends to support service improvements and expanded self-service resources.
- Build positive working relationships across campus and provide clear, approachable support to users with varying levels of technical experience.
Qualifications for this position:
- High school diploma or equivalent required; associate's degree, technical coursework, certification, or equivalent experience preferred.
- Experience providing customer service, technical support, help desk support, or similar first-tier assistance.
- Working knowledge of common operating systems, productivity software, printers, peripheral devices, account and password support, and basic troubleshooting practices.
- Strong communication and customer service skills, including the ability to assist non-technical users and accurately document support work.
- Two or more years of technology support, customer support, service desk, or similar experience is preferred.
- Experience with ticketing systems, knowledge bases, inventory systems, or service-management workflows is preferred.
- CompTIA A+, Google, Microsoft, Apple, customer service, or comparable training or certification is preferred.
Application Procedure:
The position will remain open until filled. Interested applicants are asked to submit the below application materials via our Career Center Portal. If assistance is needed during the application process, please reach out to humanresources@augie.edu.
Official website: www.augie.edu
Augustana University is an Equal Opportunity/Affirmative Action/Title IX Employer. Applicants must comply with the Immigration Reform and Control Act and may be required to submit official transcripts upon employment. Finalist candidates must satisfactorily complete a pre-employment background check.