Technology Support Specialist

Position Summary:

The Technology Support Specialist serves as the primary point of contact for faculty, staff, students, and campus guests seeking technical assistance. This position provides frontline support for enterprise applications, desktop and mobile computing devices, classroom technology, network access, and information technology resources across the University.

The Technology Support Specialist is responsible for diagnosing and resolving technical issues, documenting support requests, maintaining technology assets, and delivering exceptional customer service. The position works collaboratively with Information Technology staff and campus stakeholders to ensure reliable technology services that support the University's academic and administrative operations.

Full Time 35 Hours per Week; Occasional Evening and Weekend Support as Required

Essential Functions:

Technical Support and Customer Service

• Serve as the first point of contact for technical support requests received via phone, email, walk-in, remote support, and ticketing systems.
• Provide timely and professional support to faculty, staff, students, and campus visitors.
• Troubleshoot and resolve hardware, software, network, account access, and application issues.
• Escalate complex technical issues to appropriate IT personnel and monitor tickets through resolution.
• Communicate technical information clearly and effectively to users with varying levels of technical expertise.

Enterprise Application Support

• Provide frontline support for University enterprise systems and applications, including student information systems, learning management systems, Microsoft 365, and other administrative applications.
• Assist users with account setup, password management, access requests, and application navigation.
• Troubleshoot application errors and coordinate with system administrators when advanced support is required.
• Document recurring issues and contribute to knowledge base resources.

Desktop and Endpoint Support

• Install, configure, maintain, and troubleshoot desktop computers, laptops, printers, mobile devices, and peripheral equipment.
• Assist with deployment, imaging, setup, and replacement of technology equipment.
• Perform software installations, upgrades, and routine maintenance activities.
• Support classroom and meeting room technology as needed.

Network and Technology Resource Support

• Assist users with wired and wireless network connectivity issues.
• Support access to University technology resources, including email, file storage, printing, and collaboration platforms.
• Troubleshoot network-related issues and coordinate with network administrators for advanced support.
• Monitor and report technology service interruptions or recurring problems.

Ticket Management and Documentation

• Accurately document incidents, service requests, resolutions, and troubleshooting steps within the Help Desk ticketing system.
• Maintain detailed records of support activities and user interactions.
• Contribute to the development and maintenance of technical documentation, FAQs, and knowledge base articles.
• Follow established service standards, procedures, and escalation protocols.

Asset and Inventory Support

• Assist with technology inventory tracking and asset management.
• Maintain records of assigned equipment and technology deployments.
• Support technology lifecycle management activities, including equipment replacements and surplus processes.

Training and User Education

• Provide basic technology training and guidance to end users.
• Assist in the creation of user guides and instructional materials.
• Promote technology best practices, cybersecurity awareness, and responsible use of University resources.

Qualifications

Education

Associate's degree in information technology, Computer Science, Information Systems, or a related field preferred. Equivalent combination of education, certifications, and experience may be considered.

Experience

• One to three years of technical support, customer service, or Help Desk experience preferred.
• Experience supporting Windows and Microsoft 365 environments preferred.
• Experience in higher education or a customer-focused technology environment is desirable.

Knowledge, Skills, and Abilities

• Working knowledge of desktop operating systems, software applications, and computer hardware.
• Familiarity with Microsoft 365, Active Directory, ticketing systems, and endpoint support tools.
• Basic understanding of networking concepts, wireless connectivity, and information security principles.
• Strong customer service and interpersonal communication skills.
• Excellent problem-solving and troubleshooting abilities.
• Ability to prioritize multiple tasks and work effectively in a fast-paced environment.
• Ability to maintain confidentiality and exercise sound judgment when handling sensitive information.
• Commitment to providing exceptional service to the University community.