Technical Support Specialist

Overview

This position provides technical support to the Department of History, including the Shelby Cullom Davis Center for Historical Studies, and the Center for Collaborative History. This individual will provide support to the faculty (57), staff (13), Fellows (10/year- changes every year), postdocs (4-6), research scholars (3), and scholarly guests in addition to collaborating with the central Office of Information Technology (OIT).

The incumbent must have strong experience in installing, configuring, and supporting computers, mobile devices, common peripheral devices, and classroom/conference room equipment, including corresponding operating systems and cloud-based and local applications in a heterogeneous environment. Essential qualities for this position include initiative, excellent organizational and interpersonal skills, the ability to work independent and to manage multiple priorities simultaneously. The individual must keep abreast of current and newly emerging technologies. Occasional scheduling flexibility is required to support academic events and conferences that scheduled during late afternoon/early evening or on the weekend.

Responsibilities

Technology Support & Security:

• Support Windows and Mac computers, mobile devices, printers, and other hardware/peripherals for department users including device setup and recovery/replacement
• Troubleshoot and resolve general user-reported technology issues, escalating resolution to the IT Support Manager and/or central OIT support resources as needed
• Provide support for campus collaborative applications including Microsoft 365, SharePoint, Teams, OneDrive, Google Applications, Zoom, and Webex
• Provide general support for the University’s teaching and learning applications and tools, including Canvas
• Support user access management (network, username/password/multi-factor, applications) and proactively review/monitor data management (storage, encryption, backups, and security permissions) for timely remediation
• Assist users with technical requests and setups including new hardware, software, printing/copying/scanning, websites/maintenance, and other IT services
• Install, configure, and facilitate upgrades of OS/software to maintain compliance and security
• Provide timely remediation of security vulnerabilities and incidents
• Support the provisioning, renewal/closure, and ongoing security of shared/sponsored department accounts
• Support department alignment and compliance with the University’s IT and Information Security policies and procedures; consistently promote University and security best practices to end users
• Provide support for shared space/meeting room technology including audio-visual equipment
• When provided access to personal, proprietary and/or otherwise confidential data, maintain information in the strictest of confidentiality

Department-specific Technology Support: 

• Support specialized technology equipment and/or software needs for the department such as specialty book scanners; coordinate equipment standards with the Office of Information Technology (OIT) and/or University Services
• Meet regularly with the IT Support Manager to ensure department specific needs and goals are being met
• Support projects for IT solutions that are new or unique to department needs, leveraging OIT services and best practices
• Facilitate use of specialized departmental software licenses including NVivo, ArcGIS, GlobalViewer, TeamViewer, Zotero, Scrivener
• Advise faculty and graduate students in the application of technology for historical teaching and research including digital humanities and digital asset management
• Provide support for events and conferences outside of normal business hours on occasions when needed
• Develop and maintain a network of partnerships with interrelated departments and centers

IT Asset and Service Management: 

• Support asset lifecycle management for department technology, including maintaining accurate database records and recovering/retiring devices within expected timeframes
• Provide general consultation on computer replacement options with department faculty and staff and then as per standard guidelines, set up new managed computers and peripherals
• Coordinate hardware diagnosis/repair and loaner equipment requests with OIT and/or vendors
• Manage department inventory of shared equipment according to defined asset management and managed device security policies
• Monitor IT support requests and incidents in the University’s service management system (ServiceNow) and respond in the system with timely and detailed communications and updates
• Strict adherence to established Service Level Agree