Technology Support Specialist

Gwynedd-Mercy College Gwynedd Valley , PA 19437

Posted 2 months ago


Provide quality customer service, interaction, and communication, represent all areas of Institutional Technology Services and provide technology support for the Gwynedd Mercy University community. Troubleshoot and resolve computer hardware and software issues. Manage computer and user inventory. Configure and maintain technology. Consult and work with all students, faculty, staff, guests, and vendors. Work closely with the Director of User Services.

Essential Duties and Responsibilities

May include some or all of the following:

  • Demonstrate excellent interpersonal, communication and customer service skills

  • Troubleshoot and resolve computer hardware and software issues

  • Troubleshoot and resolve mobile device issues (Android and IOS)

  • Demonstrate competent organizational and project management skills

  • Provide onsite support to Gwynedd Mercy University's main and remote campuses as assigned. This may require traveling onsite or using remote access technology such as Skype for business, Dameware, or RDP.

  • Support nursing exams at all campus locations when required.

  • Act as backup to IT Help Desk using the ticketing system

  • Coordinate and prioritize multiple support projects and adjust priorities as established by senior management

  • Provide classroom, computer lab, library, conference room, and residence hall technical support

  • Manage projects, schedules and modify priorities based on changing environment

  • Participate in cross-training and shared responsibilities as a member of ITS

  • Communicate and interact with the entire University community on all campuses

  • Assist in Student, Faculty and Staff Orientation and /or training

  • Inspect and maintain equipment in working condition, making minor repairs and adjustments to equipment as needed

  • Provide and Maintain asset management and hardware/software inventory

  • Familiarity with (WDS/MDT) Windows Deployment Services

  • Work independently and follow policy, procedure, and directions

  • Assist with A/V setup and support events when required

  • Follow all security and safety procedures

  • Work shifts and schedules as required

  • Understand the basics of Desktop Infrastructure

  • Keep all assigned tickets up to date with clear and descriptive notes

  • Resolve tickets in a timely manner.

  • Other duties as assigned

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Technology Support Specialist

Gwynedd-Mercy College