PC Support Specialist

The Law Technology Support PC Support Specialist provides computer support to faculty and staff while assisting with other academic projects intended to advance initiatives through technology at the School of Law.

1) Support for Daily Computing Services Operations and Community Onboarding. 60%

• Provide Tier 1 technical support and troubleshooting for law school faculty, staff, and students, including assistance with SCU assigned assets including software applications, document management systems, e-discovery/AI tools, networking printers & copiers, and other academic technology solutions.
• Manage the repair & maintenance cycle of SCU assigned computing assets at the Law School in accordance with Santa Clara University IT.
• Execute development of processes and procedures for handling internal law school support tickets; escalating when appropriate to central university IT (Tier 2), train Law Technology Support student staff appropriately.
• Manage and delegate daily workloads and task assignments to the Law Technology Support student staff.
• Manage the technology onboarding for new faculty and staff, ensuring they are well-versed in the available technology services and resources.
• Collaborate with the Associate Director of Law Enrollment and Operations and the Assistant Dean of Finance and Administration on onboarding policies and procedures.
• Coordinate arrival dates with administrative services to facilitate seamless onboarding processes.
• Collaborate with the Law School Technology Support AV Lead to provide comprehensive training on learning systems and classroom technology.
• Utilize (develop as needed) and distribute onboarding materials that cover key technology policies, procedures, and best practices.
• Work with Law Student Services to ensure student technology orientation during orientation week, each exam period, and ongoing “brown bag” training sessions.
• Provide desktop support and computer deployments for faculty and staff.

2) Support the development and execution of technology strategies and initiatives to support the needs of law school professionals and optimize operational efficiency. 30%

• Ensure the availability, reliability, and security of technology systems used by the organization, including hardware, software, networks, and databases.
• Collaborate with law school stakeholders to understand their technology requirements and provide appropriate solutions.
• Support the Law Technology Department lead to oversee the procurement, installation, utilization, and maintenance of technology hardware, software, and related equipment.
• In collaboration with senior administration, develop and enforce technology guidelines, procedures, and best practices to ensure compliance with regulatory requirements.
• Monitor and analyze technology trends and advancements in the legal industry to identify opportunities for innovation and improvement.
• Coordinate with external vendors, service providers, and consultants to deliver technology solutions and support as needed.
• Provide up-to-date documentation and submission of knowledge articles on user services topics.
• Partner with the Charney Hall building manager to develop and implement building policies and procedures that align with the institutional goals and objectives of the Law School as they relate to technology, communications, and future building planning
• Set operational and administrative goals with the Law Administrative Services and Assessment Office to ensure a high-quality learning and teaching environment.
• Manage/Staff Charney Hall Information Technology Services desk as needed.
• Work with the Law Technology Support manager and Law Administrative Services to develop and implement new policies and procedures for providing technological classroom support to students, faculty, lecturers, academic centers, and clinics.
• Ensure that these policies and procedures align with the law school’s overall goals and objectives. Regularly review and update policies to reflect changes in technology and the needs of the Law School community.

3) Assessments. 10%

• Collaborate with the Director of Assessment to ensure smooth and efficient administration of exams, including technical support for exam software and hardware.
• Provide technical support for students during examination periods, addressing issues such as software malfunctions, login problems, and connectivity issues.
• Manage development of training sessions and execute training sessions specifically aimed at preparing students and faculty for the use of examination technology.
• Create and maintain a knowledge base of common examination-related technical issues and their resolutions to facilitate quick and effective support.

Other duties as assigned.

• Serve on Law School committees as assigned.
• Attend Academic Technology and Media Conferences as needed.

A. PROVIDES WORK DIRECTION

• Supervise/mentor Law Technology Support student employees
• Provide guidance to each law school office regarding technological supports, resources and potential academic technology planning.

B. GENERAL GUIDELINES

• Recommends initiatives and implements changes to improve quality and services.
• Identifies and determines causes of problems; develops and presents recommendations for improvement of established processes and practices.
• Maintains contact with customers and solicits feedback for improved services.
• Maximizes productivity through the use of appropriate tools, planned training, and performance initiatives.
• Researches and develops resources that create timely and efficient workflow.
• Prepares progress reports, informs supervisor of project status and deviation from goals, and ensures the completeness, accuracy, and timeliness of all operational functions.
• Prepares and submits reports as requested and required.
• Develops and implements guidelines to support the functions of the unit.

To perform this job successfully, an individual must be able to satisfactorily perform each essential duty. The items below represent the knowledge, skills, abilities, education, and experience required or preferred.

This position requires effectively establishing and maintaining cooperative working relationships within a diverse, multicultural environment.

1. Knowledge, Skills Abilities

• Ability to interact and communicate effectively with faculty, staff and students.
• Strong analytical, troubleshooting and problem-solving skills.
• Strong computer skills, including word processing, spreadsheet, database programs and email required; ability to learn to use new software is essential.
• Strong skills with capturing audio/video and using video editing software.
• Knowledge of office procedures, standards and equipment
• Demonstrated leadership and supervisory skills including conflict resolution.
• Excellent planning and organizational skills.
• Excellent communication skills.
• Strong negotiation and interpersonal skills.
• Attention to detail and accuracy.
• Strong knowledge of academic standards and/or regulatory requirements.
• Subject matter expertise for area(s) of responsibility.
• Ability to multi-task and manage deadlines.
• Appreciation for the mission of a Jesuit University, * Experience equivalent in Higher Education, Information Technology, Communication, or a related field preferred.
• Familiarity with IT service management best practices.
• A bachelor’s degree is preferred, as well as 1-2 years of relevant experience in administration and education, or a combination of education and relevant experience required.

D. PHYSICAL DEMANDS

The physical demands described below are representative of those that must be met by an employee to successfully perform the essential functions of this job. In accordance with the Americans with Disabilities Act, as amended, the California Fair Employment & Housing Act, and all other applicable laws, SCU provides reasonable accommodations for qualified persons with disabilities. A qualified individual is a person who meets skill, experience, education, or other requirements of the position, and who can perform the essential functions of the position with or without reasonable accommodation.

• Considerable time is spent at a desk using a computer terminal.
• May be required to travel to other buildings on the campus.
• Occasional evening work may be required.

$28.03-$33.65 per hour; Compensation will be based on education, experience, skills relevant to the role and internal equity

Santa Clara University is registered to do business in the following states: California, Nevada, Oregon, Washington, Arizona, and Illinois. Employees approved to telecommute are required to perform their work within one of these states.