Tech Support Specialist II



Tech Support Specialist II

Union Level:
Department: Provost
Campus: Stockton
Posting Number: 201301250P
Full or Part Time: Full Time
Number of Months: 12
Work Schedule: Work performed during standard business hours.
Position End Date:
Open Date: 01/19/2018
Close Date:
Open Until Filled: Yes
Special Instructions:

Primary Purpose:
Responsible for providing technology support, general maintenance, tracking and monitoring all hardware and software, media related needs within the school. The TSP collaborates with faculty, staff and students to provide school-wide support for instructional technology core services and software platforms, that support strategic goals for teaching, learning and student success; is responsible school listserv, lobby monitors, printers, copiers; and ensures that classrooms and office hardware and software needs are updated and monitored routinely. This position is responsible for prioritizing, trouble-shooting and implementing the strategic goals of the school's classroom and general office needs.

In addition, the Technology Specialist is expected to provide on-going support and assistance to students who use the labs and printers to complete course and program assignments. The TSP is also expected to assist with maintaining and following social and information media sites on the Benerd website and lobby monitors.

The TSP provides support for all Information Technology products and services. Support may include answering questions, troubleshooting problems, teaching or instructing Help Desk Technicians, TSS1 Engineers and customers regarding software or hardware functionality, and communicating policy. Maintains, manages and supports 2nd tier applications and SAAS solutions (including but not limited to Sakai, Heat, SCCM, Pacific Print and University Anti-virus solution(s)). The TSP provides additional coverage for walk-in traffic (students, faculty & staff), phone traffic and to manage the E-Mail Calendars & Queue.

Essential Functions:
1. Consults with the Associate Dean, Business Manager, and TEC Advisory Committee regarding purchases of new technology, classroom/office upgrades, and hardware/software needs.

2. Provide updates and oversight for the lobby monitors; uploading and maintaining flicker site; and maintaining and updating resources on the website resource page for the BSE; assist with newsletter, monitors and updates listservs, and creates systems to ensure that information meets with university and school protocols.

3. Consults with TSS2 staff and Management to determine what upgrades need to occur to address the latest educational needs within the School of Education.

4. Installs, configures, and sets up computer hardware, software, and peripherals on faculty and staff desks, in the Mac Lab (except the Lab’s server), and in the School’s classrooms that have advanced technology learning spaces.

5. Provides technical assistance to faculty and staff with respect to the computer hardware, software, and peripherals, in the classrooms and office desktops.

6. Works closely with the Technology Advisory Committee to identify, purchase and upgrade technology within classrooms and offices.

7. Records required customer and problem information in the ServiceNow Service management system. Updates tickets with appropriate journal entries of activities, and closes tickets with resolution entered upon completion of the job.

8. Determines the most effective manner to resolve client’s technical issue. Engages in research and in-depth troubleshooting to resolve technical issues.

9. Resolves Level 2 and escalated incidents/problems as well as work orders. Elevates complex and/or high priority problems to the appropriate escalation groups within Pacific Technology.

10. Monitors all service requests, logs them in a central OIT database (HEAT), and maintains and updates issues reported.

11. The TSP is responsible for hiring, scheduling and supervising Graduate Assistants and other student assistants assigned to assist with maintaining and troubleshooting technology needs for staff, faculty and students using the labs or classrooms.

12. Works closely with School of Education faculty and students as students work in the Mac Lab on their e-portfolios and other computer-based projects and assignments for courses.

13. Participates in training sessions relevant to the hardware (including servers), software, and peripherals in the School, including both Mac and PC platforms.

14. Provides auxiliary, backup support for the Mac Lab server as appropriate and/or necessary (the individual in this position is not, however, the Lab’s server administrator). Works with University Office of Information Technology to create safeguards and ensures that all securities measures are in place.

15. Works closely with staff within Pacific Technology on major system upgrades, new OS installations, new programs and procedures, etc. and maintains timely and effective communications with Pacific Technology own Technology Service Providers.

16. Performs other duties as assigned or requested. Provide secondary coverage for walk-in traffic (students, faculty & staff), phone traffic and to manage the E-Mail Calendars & Queue.

17. Responsible to remain up-to-date in technology best practices, procedures, standards and policies with particular attention to information security within the school.

Minimum Qualifications:

  • Two (2) years post high school education or training.
  • Three (3) years’ experience with computer hardware and software required.
  • Net+ or equivalent certification required.

    Preferred Qualifications:
  • Associates degree in computer science or related field preferred.
  • Experience in Customer Service environment desirable.
  • Demonstrated experience with a variety of educational technologies related to instruction, multimedia production, advising, academic work, etc.
  • Demonstrated experience leading and delivering instructional technology training and support to varied audiences, including creating support materials in varied formats and modalities.
  • Demonstrated experience creating and delivering presentations.
  • One (1) to three (3) years of university experience with instructional technologies.
  • One (1) to three (3) years demonstrated experience with principles related to software accessibility.
  • Demonstrated experience leading a support team.
  • Excellent communication skills.
  • Demonstrated knowledge and understanding of computer application support, equipment maintenance and repair, customer service skills for a Help Desk environment, network installations/operations, server or computer management and support, systematic troubleshooting, cable installation and system security.
  • Proficiency in and knowledge of desktop operating systems: Microsoft Windows, Apple OSX and productivity software (Word, Excel, Outlook, PowerPoint) required. Knowledge of Apple and Linux systems desirable.
  • Excellent verbal and written communication skills.
  • Ability and willingness to establish and maintain effective working relationships with others.
  • Positive attitude, proven ability to work successfully with diverse populations and demonstrated commitment to promote and enhance diversity and inclusion.
  • Demonstrated experience conducting software evaluation and testing, both technical and user experience, at the enterprise level.
  • Knowledge of adult learning theory.
  • Knowledge of instructional design.

    Physical Requirements:
    The physical demands described here are representative but not definitive of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

    Duties require constant sitting and repetitive motion while using computer keyboard and phone. Frequent walking, standing and simple grasping. Occasional climbing stairs, walking across campus, stooping and reaching. Constant communication using both spoken and written means. May be required to lift/carry up to 25 lbs.

    Work Environment/Work Week/Travel:
    Work performed during standard business hours.

    Hiring Range: Min $17.17 per hour to Mid $22.48 per hour, non-exempt

    To apply, visit: https://pacific.peopleadmin.com/postings/11305

    Background Check Statement:
    Applicants who are selected as final possible candidates must be able to pass a criminal background check

    AA/EEO Policy Statement:
    University of the Pacific is an affirmative action and equal opportunity employer dedicated to workforce diversity. In compliance with applicable law and its own policy, Pacific is committed to recruiting and retaining a diverse faculty and staff and does not discriminate in its hiring of faculty and staff, or in the provision of its employment benefits to its faculty and staff on the basis of race, color, religion, national origin, ancestry, age, genetic information, sex/gender, marital status, military and veteran status, sexual orientation, medical condition, pregnancy, gender identity, gender expression, or mental or physical disability.

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