Technology Support Specialist - Franklin & Marshall College

The Technology Support Specialist primary responsibilities are to assess, analyze, and identify sources of technical problems and implement appropriate technical solutions in response to requests from all campus constituencies (faculty, staff, and students). This involves providing information, guidance, and technical support as well as hardware and software solutions via the array of tools and resources provided. This position coordinates and prioritizes service requests, contributes to efficient incident resolution through appropriate escalation and collaboration with technical teams, and supports the continuous improvement of service delivery through knowledge base development and process refinement. The Technology Support Specialist is chiefly responsible for creating a welcoming and helpful service point for the campus and works directly/independently advising, planning, and ensuring the consistent successful delivery of technology solutions and support of those solutions., * Serves as the initial point of contact for service requests and incidents received via phone, email, walk-up, and the ticketing system. Provides timely, courteous assistance to faculty, staff, and students while adhering to established service desk standards. Performs basic troubleshooting for software, hardware, networking, and telecommunications issues, documenting all interactions and resolutions clearly within the ticketing system.

• Delivers a high level of customer service and professionalism, ensuring follow-up with users to confirm resolution and satisfaction.
• Set up and deliver computing equipment and peripherals.
• Cultivate, manage, report and take action on features of Desktop and Software /Apps, Management tools (examples: Kace, JAMF).
• Maintain current knowledge of operating systems, application software, industry trends and standards in order to assist end-users.
• Assist in the development of documentation to support end-users.
• All other duties as assigned.

• Associate’s Degree or equivalent combination of experience and training.
• At least one year of experience in a customer-facing technical support or help desk role.
• Proficiency in supporting both Windows and macOS environments.
• Excellent oral, written, interpersonal communication skills.
• Proficiency in Google Suite Products (Docs, Gmail, Sheets, Slides, Drive)
• Evidence of a commitment to community & belonging.
• Successful interview.
• Successful completion of background checks.

Preferred Qualifications:

• Bachelor’s degree in Computer Science, Information Technology, or a related field.

Additional Information:

Offers of employment are contingent upon the successful completion of reference checks, a criminal background verification, and verification of credentials. The College will coordinate these verifications.

Pulled from the full job description

• Tuition reimbursement
• Health insurance
• Retirement plan
• Vision insurance
• Dental insurance, Full-time members of the Franklin & Marshall College professional staff receive competitive starting pay and a comprehensive benefits package that includes health coverage, dental, vision, generous retirement savings plan contributions, education benefits for employees, spouses and dependent children, and enjoy access to all College facilities including dining venues to suit all tastes, recreation and fitness facilities, and libraries, plus access to College performances, lectures, and events. To learn more about our Benefits, please visit our Benefits Page.