Technology Resource Specialist; CL

Position Summary:

The Technology Resource Specialist serves as the first point of contact for technology support across the university. As a member of the Information Technology Services team, this position provides technical assistance to faculty, staff, and students by troubleshooting hardware, software, classroom technology, account access, authentication, password management, and other technology-related issues. The Technology Resource Specialist delivers exceptional customer service, documents and tracks support requests through resolution, and collaborates with other IT team members to ensure the effective delivery of technology services that support the University's mission and Stetson’s Strategic Priorities.

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 Helpdesk 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 thephone, via email, or remote connection in a timely, polite, and professional manner.
• Provide first-level technical support for end-user devices, software applications, classroom technology, and university systems.
• Work with faculty, staff, and students to troubleshoot and resolve technology related hardware and software problems.
• The position involves engaging in physical activities which include standing, walking, bending, and regularly lifting objects weighing between 5 to 20 pounds.
• On occasion, work may also be required outside the normal University schedule.
• Perform additional duties and special projects as assigned in support of departmental and university objectives.

The knowledge, skills, and abilities for this role include:

• Strong customer service and interpersonal skills.
• Excellent verbal and written communication skills.
• Demonstrated analytical, troubleshooting, and problem-solving abilities.
• Ability to learn and adapt to new technologies quickly.
• Proficiency supporting Windows and macOS operating systems and standard desktop applications.
• Strong organizational skills with the ability to manage multiple priorities in a fast-paced environment.
• Ability to build and maintain collaborative working relationships with faculty, staff, students, and external partners.
• Commitment to supporting the University’s Mission and Values.

• Bachelor's degree in Computer Science, Information Systems, Information Technology, or a related field; equivalent combination of education and experience may be considered.
• Substantial experience with computer hardware for Windows & Mac OS, as well as peripherals including printers and docking stations.
• 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.

• Demonstrated ability to manage competing priorities in a fast-paced technical support environment.
• Experience providing technology support in a higher education environment.
• Experience supporting classroom technologies such as projectors, Crestron systems, Kramer systems, and audiovisual equipment.

• Primarily works in an office and campus-based environment.
• Provides in-person support at the Helpdesk and throughout university facilities.
• Frequently moves between campus locations to provide technical assistance.
• Regularly stands, walks,…