Technology Services Specialist, Information Technology - Roger Williams University

Roger Williams University Bristol , RI 02809

Posted 2 months ago

Job Description:

The Technology Services Specialist provides Tier 1 technical support and expertise to students, faculty and staff, while working 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. Responsibilities 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 Technology Services 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 service requests via phone, email, text, chat, web forms and walk-in customers.

  • Research, identify and track problems, provide resolution, user follow-up, and escalation when necessary, using on-site hardware including computers, printers and scanners with their 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 general knowledge base of the Department, to ensure the highest quality solutions are known and available to the staff.

Staffing, Scheduling and Training:

  • Assist in the oversight of student workers including shift supervision, scheduling and training, sometimes working evenings and weekends.

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

Messaging, Communications and Outreach:

  • Assist 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.

Work Schedule

Sunday: 1:00pm

  • 7:00pm

Monday thru Thursday: 11:30am

  • 9:00pm

Requirements:

  • 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 platforms including Apple Mac and Windows operating systems, 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.

  • Minimum one year experience directing students and/or volunteers.

At the University's discretion, the education and experience prerequisites may be excepted 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.

Additional Information:

Roger Williams University is an affirmative action/equal opportunity employer and committed to a diverse workforce. All applicants will receive consideration for employment without regard to race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, disability, veteran status, or any other basis protected by applicable state and federal law. For information on our Non-discrimination policy, visit here.

RWU prohibits all forms of discrimination on the basis of sex in its education programs and activities and is required by Title IX of the Education Amendments of 1972 (Title IX) and its implementing regulations not to discriminate in such a manner. Complaints of Title IX sexual harassment should be reported to the Title IX Coordinator at the contact information listed below. Details regarding the formal complaint process can be found here: Title IX Sexual Harassment Policy and Procedures. All complaints of sexual harassment will be taken seriously and responded to promptly. TITLE IX COORDINATOR: Dr. Jen Stanley, 1 Old Ferry Road, Bristol, RI 02809 / Phone Number: (401) 254-3123 /Email Address: jstanley@rwu.edu

Salaries for new hires at Roger Williams University usually fall within the following range for this position:

$19.67 - $23.38

Application Instructions:

Please attach a resume, cover letter, and list of three (3) professional references. In your cover letter/letter of interest, in addition to listing how your qualifications meet the requirements of the position, please include information about how you would be able to contribute to RWU's diversity, inclusivity, and equity goals.

All employees must submit a vaccination card or complete an exemption form (available upon request) in order to provide a clear and accurate picture of campus vaccine prevalence. Please be assured that RWU closely safeguards the confidentiality of employee medical information, including documentation or other confirmation of the COVID-19 vaccination.

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Technology Services Specialist, Information Technology - Roger Williams University

Roger Williams University