Technology Support Specialist

This position serves as an advisor and point of contact for academic units at Bradley University by establishing a partnership with faculty, staff and students.  The position is physically embedded within the academic unit (College of Liberal Arts and Sciences), reporting to IT, allowing for the candidate to serve as a consultant for both of the colleges of LAS and EHS, providing direct support and vision for the college’s computer laboratories and serving as a liaison with IT.   The candidate will provide end-user support for college faculty and staff when appropriate, while also working with colleagues at the IT Service Desk and other shared services units.   Lastly, the candidate will work with the college Chairs and Associate/Assistant Deans identifying IT needs for the schools, participating in regularly scheduled or limited scope projects as assigned, as well as reporting on outstanding issues and their resolutions.  

As a member of a growing IT team, the incumbent assists with administration and coordination of computer lab technology; system updates (with internal and external system/solutions providers, IT, and customers); evaluation; testing and planning of software/hardware releases and upgrades; analysis and resolution of functional problems; research and sourcing of new learning technology systems; and functional training.  

This is an entry- to mid-level position that involves regular client contact, excellent communication skills, understanding of technical diagnosis, evaluation and resolution of problems.  Critical thinking capability is a must along with an aptitude to think creatively and develop new solutions to problems.

The ideal candidate has experience in the educational environment, an understanding of technological practices and a desire to partner with faculty, staff and students daily.
 

Duties include but are not limited to:

• 20% - Assist faculty, staff, and students with the effective use of technology by establishing professional relationships, partnering with the college, providing proactive consultation and awareness, monitoring support tickets, and acting as a key university IT liaison with the academic units of the college.
• 20% - Provide hands-on customer support of employee and lab computer technology including but not limited to: laptop and desktop computers, printers, and other physical equipment; academic software; VDI (VMWare); refresh cycle; etc.
• 15% - Configure lab and student workstation computers and maintain/administer software licenses.  Carry, pack, or unpack, assemble or disassemble, connect or disconnect, configure or reconfigure and install or uninstall desktop computing and related hardware and software.  Maintain and use an expert-level technical understanding of at least two supported end user hardware platforms and related operating systems.
• 15% - Provide problem determination and resolution on functional and technical (software/hardware) issues by consulting with programmers, database administrators, systems administrators as required.
• 15% - Ensure a high level of client satisfaction by monitoring the delivery of ongoing information systems to the enterprise and by serving as a liaison between IT and the enterprise community. Document client interactions, incidents and requests.  Manage the technical assignments of student workers (if assigned).  Maintain and use a working knowledge and technical understanding of the systems, services and products provided and supported by IT.
• 10% - Identify technology opportunities, trends, and strategies for collaboration to advance the enterprise mission of the university. Integrate emerging technologies for delivery in the lab space and college. Apply technology standards, methodologies, and principals to specific collegiate needs, objectives, and outcomes.
• 5% - Provide consultations and customized documentation and training (scheduled and just-in-time) for individual faculty and academic units for the development of technology strategies, selection of tools, and best practices to meet goals.

The above description is intended to be suggestive of scope and not an exhaustive list of all the tasks associated with the position of Technology Support Specialist.

Required Qualifications

• Associate’s degree in relevant area of discipline
• 1-3 years of experience in relevant field of work
• Ability to interpret and respond to users' technical problems
• Excellent interpersonal communication skills
• Knowledge of technical analysis, resolution, and documentation techniques

Desired Qualifications

• Bachelor’s degree in information technology or related field
• Demonstrated advanced working knowledge of the software, hardware, and systems currently supported or provided by IT
• Rudime