Technology Specialist

Job Title:

Technology Specialist

Full or Part Time:

Full time

Hours:

40

Exempt:

Yes

Supervisory Org:

Technical Services (PM)

Job Description:

JOB SUMMARY: The Technology Specialist provides escalated and secondary technical support for campus technology, including remote device support. This role assists users with a wide range of hardware and software issues and ensures timely, effective resolutions. The Technical Specialist is expected to demonstrate excellence in customer service that reflects the University's and ITS's Vision, Mission, and Values.

ESSENTIAL DUTIES & RESPONSIBILITIES:

• Provide primary support for administrative offices and lab technology (Windows and Mac systems).
• Provide professional and courteous phone, email, and walk-in support for all technology inquiries. Record and track incidents and service requests, including resolutions, in the service management system.
• Maintain communication with end-users regarding the status of assigned tickets and escalate them as necessary. Notify supervisor of critical problems requiring special priority escalation. Provide statistical analysis reports to the supervisor when requested.
• Resolve support assignments through timely troubleshooting and diagnosis of user inquiries related to hardware and software, providing on-site service, when necessary, which includes, but is not limited to, network/internet access, computer hardware and peripherals, computer operating system and application software, printing, account access issues, etc.
• Document detailed information when responding to incidents with prompt analysis of probable cause, while remotely or on-site, diagnosing underlying causes to customers' problems for resolution.
• Always provide the customer with clear, concise, coherent, and timely information on the problem diagnosis. When appropriate, politely inform the customer of actions they can take to avoid similar future problems.
• Work closely with all Information Technology Services teams and other departments to analyze, isolate, report, and promptly resolve computing challenges and end-user needs.
• Assist with receiving shipments of hardware and software, installations, and work orders.
• Install/Upgrade desktop operating systems, drivers, memory, hard drives, and other peripherals, as required.
• Install, configure, and troubleshoot new software, updates, and patches.
• Set up, install, maintain, or repair technology, hardware, and software.
• Provide hardware and software technical support for technology users, their related equipment, and computer lab equipment.
• Maintain technical knowledge of software, hardware, and procedures for repairing equipment.
• Keep up to date with new supported software and update skills through journals, seminars, classes, or independent study as available.
• Assist with training users in the use of technology, standard hardware, and software.
• Communicate, collaborate, and maintain good working relations with faculty, staff, students, and the general public.
• Assist in the development of documentation, as directed.
• Assist with maintaining hardware and software licensing, inventory, maintenance and warranty contracts.
• Escalate issues to vendors and work with vendors as needed.
• Perform other duties as assigned.

SUPERVISION RECEIVED:

General supervision is received from the Manager, Technical Services.

SUPERVISION EXERCISED :

Assist in the training and development of student employees.

MINIMUM QUALIFICATIONS:

• Bachelor's degree in computer field or a closely related field is required, or an equivalent combination of related education, training, and experience (3-5 years applied PC technical and/or help desk experience).
• Good problem-solving, analytical/reasoning ability, organization, and effective communication skills (oral and written).
• Customer service oriented.
• Proficient in Microsoft Office Suite and have the ability to learn new software quickly.
• Experience and ability to positively interact with all members of the campus community
• Ability to perform the essential duties of the position with or without accommodations.

PREFERRED QUALIFICATIONS:

• Bachelor's degree in the computer field and 3-5 years of applied PC technical and/or help desk experience.
• Certified Technology Specialist (CTS) Certification.

WORKING CONDITIONS:

• Duties are generally performed inside and not exposed to adverse conditions.
• Requires ability to occasionally lift and move up to 50 lbs. of equipment, and sometimes work in tight and confined spaces; frequently stand and walk, reach with hands and arms, use fingers, stoop, and kneel.
• Occasional nights and weekends may be required.
• All work associated with this role must be performed within the state of Michigan.

The above reflects the general details considered necessary to describe the essential functions of the job. It shall not be construed as an exhaustive statement of duties, responsibilities, or requirements that may be inherent in the job. It is not intended to limit or in any way modify the right of any supervisor to assign, direct, and control the work of employees under his/her supervision. The use of a particular expression or illustration describing duties shall not be held to exclude other duties not mentioned that are of a similar kind or level of difficulty.

About SVSU:

Saginaw Valley State University is a comprehensive university with more than 100 programs of study for its roughly 7,000 students. Located on a suburban campus in Michigan's Great Lakes Bay Region, SVSU is committed to a supportive and empowering environment for students, faculty and staff. SVSU was recognized as a "Great College to Work For" for 9 consecutive years

SVSU emphasizes undergraduate teaching and learning, and community-based research. SVSU earned the Community Engagement classification from the Carnegie Foundation for the Advancement of Teaching, a distinction achieved by only 7 percent of U.S. colleges and universities. By their senior year, 84 percent of students have engaged with community employers and agencies in internships, field placements or some other component of their academic preparation.

SVSU is establishing itself as a leader in STEAM education for the Great Lakes Bay Region, partnering with businesses, foundations and school districts to improve students' performance in math, science and the arts at the middle school, high school and university levels. SVSU is constructing the first university research facility on Lake Huron to improve public health and the economy in the Saginaw Bay watershed.

More than 70 percent of SVSU freshmen live on campus in student housing that has been rated No. 1 among public universities in the U.S SVSU fields 20 varsity sports at the NCAA Division II level. The average class size is 23 students. For more information, please visit our website , .