Technical Support Specialist
DescriptionGrade: T25 Reporting to the Assistant Director of Library Technology, the Technical Support Specialist is responsible for delivering high quality technology support to the staff and patrons of Temple University Libraries. Ensures that excellent customer service is given to anyone requesting assistance, and exercises good judgment in knowing when to escalate IT issues. Makes suggestions concerning ways to improve the efficiency of library technical support operations. Communicates directly with vendors, such as Dell, HP, and Apple, to collaboratively resolve technical support issues for systems, when appropriate. Maintains a high level of service and stays abreast of current technologies. Provides support to staff and public computing at the three branch campus libraries at Ambler, Health Sciences Campus and School of Podiatric Medicine. Supports the library staff and maintains public desktop computers, laptops, printers, scanners, and smart classrooms. Creates and manages the disk image deployment to all library workstations. Travels regularly to branch campus locations. The Technical Support Specialist may also supervise student workers. Performs other duties as assigned. Required Education and Experience:
Bachelor’s degree preferably in computer science, information systems or other technology field and one year of directly related experience. An equivalent combination of education and experience may be considered. Required Skills and Abilities:
*Outstanding customer service and interpersonal skills.
*Excellent analytical and problem solving skills.
*Strong familiarity with mobile technology.
*Solid working knowledge of PC and Mac system configuration and troubleshooting with demonstrated skills in the area of software installation.
*Ability to work independently and as part of a team.
*Excellent oral and written communication skills.
*Ability to effectively interact with a diverse population of students, faculty and staff
*Ability to work early mornings, nights (approximately what time?), weekends and overtime, as needed.
*Ability to travel to the Ambler campus library, School of Podiatric Medicine and Ginsburg Health Sciences Library.
*Experience in a higher education environment.
*Experience with library research or computing. Compliance Statement: In the performance of their functions as detailed in the position description employees have an obligation to avoid ethical, legal, financial and other conflicts of interest to ensure that their actions and outside activities do not conflict with their primary employment responsibilities at the institution. Employees are also expected to understand and be in compliance with applicable laws, University and. employment policies and regulations, including NCAA regulations for areas and departments which their essential functions cause them to interact. To obtain additional information about Temple University please visit our website at www.temple.edu. Temple University's Annual Security and Fire Safety Report contains statistics, policies, and procedures related to campus safety and can be found at: http://www.temple.edu/safety/asfr/ You may request a copy of the report by calling Temple University’s Campus Safety Services at 215-204-7900.
Primary Location: Pennsylvania-Philadelphia-Main Campus-Paley Library
Shift: Day Job
Employee Status: Regular