Technology Services Specialist, Information Technology

Company

Description:

At Roger Williams University, students are prepared to be thinkers and doers ready to solve challenging problems with innovative solutions. RWU offers 50 majors and robust offerings of graduate and professional programs across eight schools of study including Rhode Island's only law school, with campuses on the coast of Bristol and in the heart of Providence, R.I. With small classrooms and a focus on undergraduate and graduate research and community engagement, a Roger Williams education blends the strength of liberal arts and professional studies, providing all students with the depth and breadth of interdisciplinary thinking and well-rounded knowledge necessary to succeed in our interconnected, global world.

RWU is committed to strengthening society through engaged scholarship so that students graduate with the ability to think critically and apply the practical skills that today's employers demand.

Roger Williams University seeks to recruit and support a broadly diverse community of faculty and staff. We value all races, genders, identities, and abilities. RWU is committed to creating a thriving community that encourages lifelong learning, professional development, and academic innovation.

To learn more about Roger Williams University's commitment and support of diversity and inclusion, please visit https://(Use the "Apply for this Job" box below)..

The Technology Services Specialist operates the Media Tech service desk evenings and weekends and provides Tier 1 technical support and expertise to students, faculty and staff.

The Specialist works with student Media Tech Assistants as part of a team that provides technical support via phone, walk-in, web forms, and e-mail for supported applications and IT services.

Activities include problem research, identification, resolution, follow-up, routing and escalation, as required.

This position works in close cooperation with the RWU user community and other support organizations on campus to resolve issues efficiently and effectively. The Specialist is expected to actively contribute to the team by working collaboratively, identifying opportunities to improve customer satisfaction, and contributing to an integrated knowledge base.

• Provide Tier 1 technical support and referral for incoming customer requests via phone, email, text, chat, web forms and walk-in customers.
• Perform problem research, identification, resolution, follow-up and escalation.
• Troubleshoot and track problems with on-site hardware, including computers, printers and scanners including supported applications.
• Provide on-site and remote support and training for students, staff, faculty, administration, and outside conference groups in classrooms, labs, and presentation systems.
• Perform equipment setup, support, and maintenance/updates for classroom and event equipment such as laptops, computers, cameras, televisions, videoconferencing units and presentation systems. (Currently CES)
• Contribute to the knowledge base to ensure the highest quality solutions are available to staff.

• Assist the Technology Services Leader with oversight of student Media Tech Assistants working evenings and weekends.
• Develop and deliver training for all Media Tech staff and student workers, and develop and maintain all training documentation.

• Assist the Technology Services Leader with marketing and promoting the Media Tech service delivery model.

• Participate in staff development activities related to the position.
• Undertake special projects as directed by supervisor or supervisor's designee.

• Bachelor's degree in computer, information science or a related field.
• Minimum of two years experience in Information Technology.
• Minimum of two years experience in Customer Service.
• Working knowledge of current Apple and Windows platforms as well as Microsoft Office productivity and other applications running on those platforms.
• Demonstrated excellence in customer service and professionalism.
• Strong interpersonal and communication skills including writing, messaging and presentation.
• Ability to work effectively independently and with team members.
• Ability to set priorities and organize work to meet deadlines, ensuring that critical request are first addressed and no requests are unaddressed.
• Ability to work with students in service delivery, scheduling, training and direction.

• One or more current certifications appropriate to help desk work (e.g. HDI, ACSP, ITIL, etc.)
• Intermediate experience installing and configuring hardware and software.
• Related technical certifications such as A+, Microsoft MCTA or MCSA certification and industry standard technical certifications for vendor computers and peripherals.
• Familiarity with course management systems, Panopto Focus video capture program and Zoom web conferencing applications.
• Minimum one year experience directing…