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USC Online is currently seeking a Technology Support Specialist to join our technology team. This new role is dedicated to ensuring seamless technological experiences for our online graduate degree program students, staff and faculty. The successful candidate will be instrumental in providing end-user support, including troubleshooting and resolving issues related to our learning management, support, and back-office systems. You will be the frontline in assisting students, staff, and faculty with technical challenges, managing user accounts, and contributing to the improvement of our virtual and physical support presence. This position requires a blend of technical acuity, customer service excellence, and a passion for education technology.
Responsibilities
Provides end-user support for learning management and support systems by troubleshooting access and course related issues. Receives and responds to inquiries for assistance and works to provide information and resolutions based on customer needs, referring more complex problems to appropriate staff. Installs, tests, and assists users with the implementation of learning tools as required.
Develops documentation and user help aids. Supports technology related training efforts and collaborates with internal and external stakeholders to improve virtual and physical support presence.
Provides workstation imaging, technical support and basic trouble shooting for network printers and multi-function devices.
Assists with end user questions and problems.
Provides user account management assistance (e.g. creation, password reset and deletion).
Assists in manning customer support channels (phone, email, instant messaging).
Assists in training student consultants and/or users.
Assists in the maintenance of software and documentation libraries.
Stays informed of new developments and technologies.
Participates in testing software or new process flows.
Participates in customer support on-call rotation.
The hourly rate for this position ranges from $37.70 to $42.67. When extending an offer of employment, the University of Southern California considers factors such as (but not limited to) the scope and responsibilities of the position, the candidate’s work experience, education/training, key skills, internal peer equity, federal, state, and local laws, contractual stipulations, grant funding, as well as external market and organizational considerations.
Experience and Skills Required Proficiency in HTML and basic JavaScript, especially in the context of LMS content support. Hands-on experience with Canvas or similar learning management systems. Familiarity with both Microsoft and Mac operating systems, along with the ability to support these environments. Knowledge of Single Sign-On systems and multifactor authentication processes. Experience with video hosting platforms such as Vimeo, Panopto, YouTube, etc., to support multimedia content. Exceptional problem-solving skills and the ability to work independently as well as part of a team. Excellent communication and interpersonal skills to effectively interact with a diverse group of stakeholders, including students, staff, faculty, and external partners. Desired Qualifications Bachelor’s degree in Computer Science, Information Technology, Education Technology, or related field. Previous experience in a support role within an educational or technology-focused organization. Certifications in relevant technologies or support methodologies (e.g., ITIL, CompTIA, Microsoft Certified Professional). This position offers a unique opportunity to impact the educational journey of online learners by providing critical technical support and innovation. If you have a passion for technology, a dedication to service excellence, and a desire to contribute to the success of online education, we encourage you to apply.Full Time
$91k-114k (estimate)
05/05/2024
05/25/2024
The job skills required for Technology Support Specialist include Technical Support, Troubleshooting, Customer Service, Problem Solving, Operating System, Computer Science, etc. Having related job skills and expertise will give you an advantage when applying to be a Technology Support Specialist. That makes you unique and can impact how much salary you can get paid. Below are job openings related to skills required by Technology Support Specialist. Select any job title you are interested in and start to search job requirements.
The following is the career advancement route for Technology Support Specialist positions, which can be used as a reference in future career path planning. As a Technology Support Specialist, it can be promoted into senior positions as a Technical Support Analyst III that are expected to handle more key tasks, people in this role will get a higher salary paid than an ordinary Technology Support Specialist. You can explore the career advancement for a Technology Support Specialist below and select your interested title to get hiring information.
If you are interested in becoming a Technology Support Specialist, you need to understand the job requirements and the detailed related responsibilities. Of course, a good educational background and an applicable major will also help in job hunting. Below are some tips on how to become a Technology Support Specialist for your reference.
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A technical support specialist provides technical assistance for users of computers, networks, software, or other devices.
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Technical support positions are highly specialized, and may focus primarily on networking, security, customer tech support, hardware, or software.
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Technical support specialists work with end-users to provide technical support and assistance for technical, software and hardware problems.
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Technical support specialists at larger companies may be called upon to write user manuals for their employees or customers.
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Career tips from people on Technology Support Specialist jobs
Certifications such as the CompTIA A+, Security+, and Network+ certify for knowledge that can be used across all technology stacks.
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Positions with companies that create software and other computer products often desire specialists with a bachelor’s degree.
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