Technology Support Specialist

Library and Information Technology at Bucknell is a unified organization that has evolved dramatically in the past decade, shedding over time many of the distinctions that frequently separate university library and information technology departments. Since 2008, the organization, comprised of eighty-five staff members, has been led by Param Bedi, Vice-President for Library and Information Technology. Under his direction, Library and Information Technology's leadership team has helped usher in a new spirit - a paradigm shift that has moved the organization from transactional to transformational. The division cherishes and carefully maintains its highly interactive work environment, and as such anticipates hiring a Technology Support Specialist who is committed to hard work, collegiality, and laughter as a member of a team-oriented group. In general, we seek colleagues who are naturally curious, exhibit an openness to our existing affinity for inclusion and diversity of all sorts, who possess a willingness to change, and who embrace all that is made possible through collaboration. 

Working collaboratively with fellow members of Library and Information Technology and functional area leads, the Technology Support Specialist provides front-line support for faculty, staff, and students seeking technical assistance via phone, email or in-person. This will include working with Apple and Windows laptops and desktops, iOS and Android devices, software packages (Google suite, Adobe, etc.), and our TeamDynamix ticketing system. The primary goal of this position is to provide customer-centric, responsive and high quality technology services to our campus community. To that end, the Technology Support Specialist will possess a solid blend of both customer service and technical acumen. Communicating to our customers in a confident, patient and professional manner will be key to the day-to-day work. This Technology Support Specialist reports to the Assistant Director of Technology Support.

Position responsibilities:

• Provide first-level customer-centric telephone, email and on-site technology support for faculty, staff, and students, including troubleshooting and consulting on technologies supported by Library and Information Technology.
• Troubleshoot, fix or upgrade both Windows and Apple laptops and desktops.
• Troubleshoot, upgrade or install software packages commonly used by both academic and administrative departments.
• Support iOS and Android devices.
• Work within our TeamDynamix ticketing system to open, update, escalate or close both incidents and service requests.
• Provide technical guidance to student employees when needed.
• Actively participate in assigned projects and cross-functional teams within both Technology Services and Library and Information Technology.
• Collaborate with other Library and Information Technology staff, including student employees, as necessary to provide seamless, high-quality technology services.
• Investigate, analyze, and learn new and emerging technologies, which have potential application in the campus environment.
• Maintain, respect, and protect the confidentiality of information held within or transferred across the University's computer and information resources in any format.
• Be respectful and courteous of faculty, staff, and students’ individual needs, recognizing that one size does not fit all.
• Assume appropriate responsibility and demonstrate leadership while coordinating the efforts of other members of the Library and Information Technology staff and the University community.
• Be willing to respond to occasional emergency situations as they arise outside of normal working hours.
• Assume other duties and projects that we mutually agree upon.

Minimum qualifications:

• Bachelor’s degree plus two years of related experience, or an equivalent combination of education and experience
• Thorough knowledge of Windows and Macintosh hardware, software, and operating systems
• Experience supporting end-users in a networked environment
• The ability and enthusiasm for learning new technology tools, operating systems, applications, etc.
• Strong written, oral, and interpersonal communication skills are a must, as are excellent coordination and organization abilities
• A strong customer service perspective and a keen interest in providing high-quality services to the campus community
• A commitment to contributing to a diverse workforce and campus community aligned with Bucknell University’s core values

Bucknell University provides equal opportunity without regard to race, color, gender, gender identity, gender expression, sexual orientation, age, religion, national or ethnic origin, marital status, veteran status or disability in admissions, employment and in all of its educational programs and activities.