Technology Support Specialist

The Technology Support Specialist provides Tier 1 help desk and infrastructure support for faculty, staff, and students and coordinates technology logistics for Seminary Extended events and symposia. Seminary Extended is a collaborative grant initiative with Louisville Presbyterian Theological Seminary and Eastern Mennonite University. By handling day-to-day technology operations at Union Presbyterian Seminary, this position enables the Systems Administrator to focus on Seminary Extended''s cross-institutional technology needs. The Specialist reports to the Director of Information Technology., Tier 1 Help Desk and User Support (55%)

• Serve as a primary contact for technology support requests; provide Tier 1 troubleshooting
• Set up and configure workstations, laptops, printers, and peripheral devices
• Install, update, and troubleshoot software; support Windows and Mac systems
• Create and manage user accounts; reset passwords; support multi-factor authentication
• Manage user onboarding and offboarding processes
• Document support interactions; escalate complex issues to Systems Administrator

Classroom Technology and Event Support (30%)

• Provide Tier 1 support for classroom A/V equipment and video conferencing
• Assist faculty with hybrid and remote teaching technology
• Coordinate technology logistics for Seminary Extended conferences and symposia (2-3 events annually)
• Work with hotels and venues to verify technology requirements and ensure support availability
• Provide on-site technology support at Richmond campus and off-site event locations
• Provide technology support for campus events; assist Communications team and external contractors with live-streaming and recording as needed

Systems Support (15%)

• Provide Tier 1 support for Canvas, student information system, Office 365, and VoIP telephone
• Perform routine updates and generate basic reports
• Maintain server room and network closet organization under Systems Administrator direction

• Associate or bachelor''s degree in information technology, Computer Science, or related technical field, OR equivalent combination of education and experience
• 2-3 years providing Tier 1 help desk or technical support

· Higher education or non-profit experience preferred

· CompTIAA+/HDI-CSR certifications preferred

SKILLS AND COMPETENCIES

• Microsoft Windows, Office Suite, and Microsoft 365 proficiency (basic administration and user support)

• Working knowledge of macOS/iOS; user onboarding and offboarding processes

• Basic networking and troubleshooting; help desk best practices and ticketing systems

• A/V equipment and video conferencing platforms

• Strong user interaction and customer service skills

• Preferred: Canvas or other LMS, Active Directory, Zoom, Microsoft Teams, and SharePoint; event technology coordination

• Customer service excellence; ability to communicate technical information clearly and patiently to users of varying technical abilities

• Problem-solving; knows when to escalate; detail-oriented and reliable

• Works independently and collaboratively

· Non-Exempt, full-time position located on the Richmond Campus

· 37.5 hours/week, Monday-Friday; standard hours 8:30 AM - 5:00 PM with flexible scheduling as needed (e.g., 10:00 AM - 6:30 PM or 11:30 AM -P 8:00 PM) to provide evening helpdesk coverage for distance students and hybrid classes

· Occasional Saturdays for hybrid class support and Seminary Extended events; schedule adjusted to maintain 37.5 hour week when possible

· Occasional local and regional travel for off-campus events

· Lift/move equipment up to 50 lbs; work in server rooms and network closets; move around campus and event venues

· Comprehensive benefits include health, dental, and vision insurance; employer-sponsored retirement plan; and a generous paid vacation and holiday schedule

· Grant-funded position (5 years, 2026-2030)