Technology Services Specialist, Information Technology

The Technology Services Specialist operates the Media Tech service desk and provides Tier 1 technical support and expertise to students, faculty and staff. The Specialist works with student Media Tech Assistants as part of a team that provides technical support via phone, walk-in, web forms, and e-mail for supported applications and IT services. Activities include problem research, identification, resolution, follow-up, routing and escalation, as required. This position works in close cooperation with the RWU user community and other support organizations on campus to resolve issues efficiently and effectively. The Specialist is expected to actively contribute to the team by working collaboratively, identifying opportunities to improve customer satisfaction, and contributing to an integrated knowledge base.

Media Tech Desk Operations Service

Provide Tier 1 technical support and referral for incoming customer requests via phone, email, text, chat, web forms and walk-in customers.

Perform problem research, identification, resolution, follow-up and escalation.

Troubleshoot and track problems with on-site hardware, including computers, printers and scanners including supported applications.

Provide on-site and remote support and training for students, staff, faculty, administration, and outside conference groups in classrooms, labs, and presentation systems.

Perform equipment setup, support, and maintenance/updates for classroom and event equipment such as laptops, computers, cameras, televisions, videoconferencing units and presentation systems. (Currently CES)

Contribute to the knowledge base to ensure the highest quality solutions are available to staff.

Staffing, Scheduling and Training

Assist the Technology Services Leader with oversight of student Media Tech Assistants.

Develop and deliver training for all Media Tech staff and student workers, and develop and maintain all training documentation.

Messaging, Communications and Outreach

Assist the Technology Services Leader with marketing and promoting the Media Tech service delivery model.

Additional Functions

Participate in staff development activities related to the position.

Undertake special projects as directed by supervisor or supervisor’s designee.

Bachelor’s degree in computer, information science or a related field.

Minimum of two years experience in Information Technology.

Minimum of two years experience in Customer Service.

Working knowledge of current Apple and Windows platforms as well as Microsoft Office productivity and other applications running on those platforms.

Demonstrated excellence in customer service and professionalism.

Strong interpersonal and communication skills including writing, messaging and presentation.

Ability to work effectively independently and with team members.

Ability to set priorities and organize work to meet deadlines, ensuring that critical request are first addressed and no requests are unaddressed.

Ability to work with students in service delivery, scheduling, training and direction.

Preferred Qualifications

One or more current certifications appropriate to help desk work (e.g. HDI, ACSP, ITIL, etc.)

Intermediate experience installing and configuring hardware and software.

Related technical certifications such as A+, Microsoft MCTA or MCSA certification and industry standard technical certifications for vendor computers and peripherals.

Familiarity with course management systems, Panopto Focus video capture program and Zoom web conferencing applications.

Minimum one year experience directing students and/or volunteers.

At the University’s discretion, the education and experience prerequisites may be accepted where the candidate can demonstrate, to the satisfaction of the University, an equivalent combination of education and experience specifically preparing the candidate for success in the position.