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Technology Resource Specialist

2 months ago

Clearwater, United States THE DEPAUL SCHOOL FOR DYSLEXIA INC Full time

The Technology Resource Specialist supports dePaul by offering continuous support to all dePaul users who ask for assistance, identifying and resolving the issues experienced by the users, and following user requests through completion. Technology Resource Specialist will serve as the first point of contact for assistance with access to dePaul's electronic resources, authentication, password management, security, classroom problems, and all other technology issues school wide. Technology Resource Specialist will keep up with the high demand for technology services due to the continuous increase in reliance on newer and ever-changing technology, and all modes of technology-related resources.

Day to day Responsibilities:

  • Provide professional customer service and timely resolution or escalation of issues related to both hardware and software problems for faculty, staff, and students.
  • Track and manage problem calls until complete resolution has been attained while accurately and consistently documenting all work.
  • Deliver excellent customer service by responding to requests in person, on the phone, via email, or remote connection in a timely, polite, and professional manner.
  • Provide support for end users, workstations, applications, and system support.
  • Work with faculty, staff, and students to troubleshoot and resolve technology related hardware and software problems.
  • Manage the reconciliation, storage, updating, wiping, assignment, trouble shooting, and disbarment of dePaul owned student devices.
  • Coordinate with IT vendors and dePaul staff for training,
  • Work with IT vendors to manage and analyze tickets
  • Leverage data to understand common issues and work to resolve
  • Own reconciliation of teachers and classroom devices, advise on repair or replacement needs
  • Work with vendors to increase support and reduce cost
  • May require work hours outside the normal dePaul schedule
  • Perform other site and position specific functions as assigned
Qualifications
  • Must possess skills in communication, training, and problem-solving, along with a proven aptitude for quickly learning new computing technologies
  • Demonstrated proficiency in utilizing standard desktop applications across both Windows and Mac OS platforms
  • Must have experience with computer hardware for Windows & Mac OS, as well as peripherals including printers and docking stations
  • Must possess not only technical proficiency but also analytical and communication abilities; ability to be adept at juggling various tasks at once, with a keen eye for detail and superior organizational skills
  • Ability to build and sustain productive relationships with staff, students, and vendors
  • Ability to thrive in a dynamic, high-energy setting, embrace challenges, and demonstrate a keen sense of initiative and drive
  • Must pass a level 2 background verification