Technology Resource Specialist

2 weeks ago

DeLand, United States Stetson University Full time
Job Description

The Technology Resource Specialist supports Stetson University by offering continuous support to all Stetson users who ask for assistance, identifying and resolving the issues experienced by the users, and following user requests through completion. Serving as a member of the Information Technology (IT) Team, the Technology Resource Specialist will serve as the first point of contact for assistance with access to Stetson resources, authentication, password management, security, classroom problems, and all other technology issues university-wide. In alignment with Stetson's Strategic Priorities, the Technology Resource Specialist will keep up with the extremely 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.

ESSENTIAL JOB FUNCTIONS AND RESPONSIBILITIES: Employment duties include, but are not limited to:
  • Provide professional customer service and timely resolution or escalation of issues related to both hardware and software problems for faculty, staff, and students under the supervision of the Assistant Director of User Services
  • 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
  • May require work hours outside the normal University schedule
  • Perform other site and position specific functions as assigned
Required Skills
  • Must possess robust 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 substantial 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 outstanding 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 faculty, staff, and students
  • Ability to thrive in a dynamic, high-energy setting, embrace challenges, and demonstrate a keen sense of initiative and drive
  • Support the University's Mission and Values in their role
Required Experience
  • A bachelor's degree in computer science is preferred or equivalent educational and experiential background, is required
  • Desire to join a distinct university community committed to inclusive excellence, kindness, and collaboration, as it seeks to move Forward Together in making our community and world a better place
Ideal Candidate Qualifications: The ideal candidate's qualifications include:
  • The ideal individual thrives in a dynamic, high-energy setting, embraces challenges, and demonstrates a keen sense of initiative and drive
  • Previous experience in higher education and classroom technology such as projectors, Crestron systems, and Kramer systems is preferred

Work Environment: The position involves engaging in physical activities which include standing, walking, and regularly lifting light objects weighing between 5 to 20 pounds. In-person services at helpdesk as well as various campus locations depending upon requirements of user requests, etc.

Salary Grade: 4

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