Technology Support Specialist

Summary
As part of a team, provide desktop and basic network support for a cross platform network of 3000+ computers and ~700 printers on Elon University’s main campus. Working independently, the incumbent will be the support lead for the Elon University Law School located in Greensboro NC (roughly 25 minutes from main campus).

The incumbent will possess a strong knowledge of Windows OS troubleshooting, Apple support protocols, mobile device support (iOS/Android), AV support strategies, remote software tools, basic networking configurations, and print management software (Pharos). Responsibilities also include the installation and maintenance of various software packages and operating systems for both Mac and PC, upgrading and installation of computer and printer hardware, helping faculty with their technology projects, and providing basic technology training to users.

Essential Duties and Responsibilities

1. Install/support both Mac and PC operating systems. (Windows XP,

2. Windows 2003/2008 Server, Windows 7, Mac OS10)

3. Support the campus end user with problems arising from software packages.

4. Support the campus end user with problems arising from computer hardware.

5. Configure and support both PC and Mac computers in a lab environment.

6. Configure and support both PC and Mac computers in a networked environment.

7. Provide basic instruction to end user on use of software packages.

8. Provide periodical helpdesk service to campus end users.

9. Prioritize troubleshooting tickets from end users

10. Provide administration in Active Directory 

11. Provide support for AV equipped rooms and some events.

12. Provide expert support inside the classroom technology realm, guiding and helping faculty troubleshoot issues while teaching

13. Provide basic networking troubleshooting

14. Other duties as assigned.

Qualifications
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Essential Duties and Responsibilities

1. Install/support Mac and PC operating systems.

2. Troubleshoot software/hardware problems and provide support through resolution of issues encountered.

3. Troubleshoot and support for campus multifunction (print/copy/fax/scan) devices and computing peripherals. 

4. Configure and support PC and Mac computers in a networked lab environment.

5. Provide basic instruction to end user on use of software packages.

6. Provide periodic service desk support to campus end users.

7. Prioritize service requests and incidents reported by end users.

8. Work with Active Directory user/computer management tools for supporting client access and permissions to university equipment and IT services.

9. Provide support for audio visual equipped rooms and campus events as-needed.

10. Provide expert support for instructional and classroom technologies, guiding and helping faculty troubleshoot issues while teaching.

11. Provide basic networking troubleshooting.

12. Provide basic support for Law School specific systems, i.e. ExamSoft.

13. Effectively communicate with Law School leadership and IT leadership at main campus.

14. Effectively collaborate with main campus support team members and supervisor.

15. Other duties as assigned.

BS or BA degree in computer science, business administration, or related field is required. Minimum three years experience in the support of computer systems (Windows and Macintosh) with an emphasis on multi-platform support. Experience of AV systems emphasizing classroom projectors, and understanding of SCCM, Citrix, scripting, and group policy.

3-5 years experience

Qualifications
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

*Excellent customer service skills. *Excellent interpersonal skills. *Excellent organizational skills. *Excellent professional skills, demeanor, and work ethic *Ability to work well under stress and to meet deadlines. *Ability to multitask and prioritize. *Ability to work without supervision. *Ability to work within and understand the dynamics of a team environment. *Positive attitude towards changing technology. *Ability to work in an international and multi-cultural environment. *Ability to climb stairs. *Ability to walk moderate distances. *Ability to move outside from one area to another in all types of weather conditions. *Requires use of keyboard and mouse for extended periods of time.

The position is responsible for the installation and maintenance of non-mission critical file, storage and application servers. The position researches new technologies and generates support procedures for these technologies. The position provides hard fix solutions for various computer hardware and software malfunctions. Position may also provide minor helpdesk functions.

*Provide technical support for non-mission critical file, storage and application servers. *Provide hard fix solutions for various computer hardware and software malfunctions. *Provide technical support for computers in classrooms/labs/learning spaces/offices. *Research new technologies and generates support procedures for these technologies. *Provide periodic helpdesk service to campus end users. *Other duties as assigned

Education:

BS or BA degree in computer science, business administration, or related field is required. Minimum three years experience in the support of computer systems (Windows and Macintosh) with an emphasis on multi-platform support. Experience of AV systems emphasizing classroom projectors, and understanding of SCCM, Citrix, scripting, group policy, and computer lab imaging systems.

Special Skills/Experience

*Excellent customer service skills. *Excellent interpersonal skills. *Excellent organizational skills. *Excellent professional skills, demeanor, and work ethic *Ability to work well under stress and to meet deadlines. *Ability to multitask and prioritize. *Ability to work without supervision. *Ability to work within and understand the dynamics of a team environment. *Positive attitude towards changing technology. *Ability to work in an international and multi-cultural environment. *Ability to climb stairs. *Ability to walk moderate distances. *Ability to move outside from one area to another in all types of weather conditions. *Requires use of keyboard and mouse for extended periods of time.

Elon University has built a national reputation as the premier student-centered liberal arts university that values strong relationships between students and their faculty and staff mentors. Elon’s 6,700 students prepare to become the ethical leaders the world needs, putting their knowledge into action on campus, in the community and around the globe. Elon is known for academic excellence across the curriculum, and for experiential learning programs in study abroad, undergraduate research, leadership, interfaith dialogue, civic engagement and community service. Elon is ranked the nation’s #1 master’s-level university for study abroad and is a top-producer of Fulbright Student Scholars and Peace Corps volunteers. U.S. News & World Report recognizes Elon more than any other university in the nation for academic programs that “Focus on Student Success.” More than 425 full-time faculty members teach in six academic units: Elon College, the College of Arts and Sciences; the Martha and Spencer Love School of Business; the School of Communications; the School of Education; the School of Health Sciences; and the School of Law. Elon’s four-year graduation rate of 78 percent ranks in the top 10 percent of U.S. private universities. The student-faculty ratio is 12-1, and the average class size is 20. The university’s 636-acre residential campus in the Town of Elon, N.C., is consistently recognized as one of the nation’s finest environments for learning. The Elon Phoenix NCAA Division I athletic program is a member of the Colonial Athletic Association.