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Technology Support Specialist - Academic Technology Solutions & Innovation

University of Portland, OR
Job Level
Entry-level position
Post Date
01/23/2019
Job Category
Specialist / Associate
Sector
  • Applied Tech (STEAM / Maker / CS / Design)
  • Information Technology
Job Status
Areas of Responsibility
  • Innovation / Design
  • Support / Help desk
Link to Job Posting
Short Description:

This full time position is part of the University of Portland Academic Technical Services & Innovation (ATS&I) department.  This department provides technical development and support related to academics, faculty, and research.

This position is responsible for providing tier 2 technical support for academic applications. Support includes answering user questions related to Moodle (LMS), Mahara (ePortfolios), Wordpress (academic blg/course sites), Kaltura/Media Space (video portal), and applications used for video creation and podcasting. This position also is the primary support for the scantron assessment tools ensuring uptime for this service.  The Technology Support Specialist works cooperatively with the other members of the ATS&I team, the campus community, and Information Services Department to ensure the highest quality of service and the quick resolution of technical support issues.
 

This is a full-time, non-exempt, 12-month position with benefits. Benefits include: medical and dental insurance, life insurance, sick time and vacation time consistent with University policies, long-term disability insurance, flexible spending account benefits, tuition remission benefits generally starting after 90 days (employee) or 2 years (spouse and children) of employment, retirement contributions generally starting after 2 years of employment, and eligibility for the University’s home purchase assistance program consistent with program requirements. (Benefits are subject to all relevant University policies, practices, contracts, and any other relevant materials.)

The full job description is available at: www.bitly.com/tss19

This posting was posted on January 9, 2019, and applications will be accepted on a rolling basis until the position is filled.

 

Responsibilites:

  • Interact with faculty and staff as a first point of contact for ATS&I supported applications and services.

  • Consult with customers to ensure appropriate request and receipt of services and equipment.

  • Provide responsive, transparent support to ensure excellent customer service.

  • Provide escalation support via phone, email, and other communication tools. Properly escalate unresolved queries to the next level of support ensuring the tracking, routing, and redirection of reported problems to correct resources.

  • Preserve and grow knowledge of procedures, products, and services.

  • Use employer’s resources to stay current with the technologies utilized by the campus community.

  • Recommend solutions to specific problems.

  • Respond to customer’s technical emergencies during regular and non-regular business hours, as needed.

  • Help maintain a team-orientated atmosphere within Academic Technology Service & Innovation and the Information Services unit.

  • Create technical documents regarding the use of University supported technologies.

  • Keep faculty and staff informed of impending changes related to ATS&I supported applications.

  • Provide recommendations for improving existing systems and/or procedures, ensure knowledge transfer of expertise, and assist with staff development.

Other duties as relevant to the duties of the position or as assigned by supervisor or designee. 

Please note that the above list of duties is not comprehensive but generally demonstrates the types of matters under this position’s purview and responsibility.

 

Requirements:

Education and Experience

Required: Associate’s degree involving Computer Science, Information Technology, or related field, and two years related experience.

Preferred: Bachelor’s degree involving Computer Science, Information Technology, or related field, and four years’ relevant experience in combination with certifications.

Or equivalent education and/or experience.

Certifications and Licenses

None.

Knowledge, Skills and Abilities

  • Strong proficiency with computers and programs, including website management tools, databases, and collaborative environments such as Google Docs or Office 365. 

  • Experience with iOS and Android platforms and devices. 

  • Ability to effectively use Web 2.0 technologies; Camtasia for the Mac and PC, Adobe Photoshop, Adobe Premiere, and Video experience with digital SLR. 

  • Ability to use and quickly learn new technologies/applications at level of proficiency required of the duties of the position.

  • Ability to work well in a fast-paced team environment.

  • Strong organizational and time management skills.

  • Strong attention to detail and accuracy.

  • Ability to consistently handle and follow through with multiple projects, tasks, and business processes while meeting deadlines.

  • Strong orientation towards taking ownership of projects and assignments by being proactive, communicative, and making process improvement suggestions.

  • Advanced troubleshooting and multi-tasking skills.

  • Strong verbal and written communication skills.

  • Excellent interpersonal and customer service skills.

  • Excellent analytical and critical thinking skills.

  • Ability to establish effective working relationships, professional rapport, and effectively accomplish work within a University setting that includes a diversity of individuals, groups, policies, and processes.

  • Demonstrated competence with different/diverse groups and ability to be an effective partner with diverse students, faculty, and staff.

  • Ability to work effectively as part of a team as well as independently.

  • Ability to learn and apply applicable University and other policies. Knowledge of FERPA and Title IX policies or the ability to be trained about such policies.

Please see full job description (link above) for information about physical requirements, working conditions, work standards, and statement about reasonable accommodations.

 

Supplemental Questions

  1. What is it about this position at the University of Portland that interests you?

  2. What are your areas of work-related strength? What are work-related areas that you would like to improve?

  3. Please describe your training and experience with O365 or other collaborative productivity solutions.

  4. Please describe your experience providing front line customer service, technical problem solving, and training services to a diverse population.