Technology Support Specialist (Windows-Library)

Job description

Position: Technology Support Specialist (Windows-Library) Location: Wheaton, IL
Job Id: 410 # of Openings: 1 ACADEMIC & INSTITUTIONAL TECHNOLOGYTECHNOLOGY SUPPORT SPECIALIST (Windows - Library) ResponsibilitiesUnder direction from the Manager of Workspace Services (WSS), this position provides second-tier support for college-owned hardware, software, and user account management. In addition, this position provides specialized support for the Library group and assists with Classroom and Lab support services.

  1. Assist in the ordering, imaging, and setup of technology equipment in accordance with College technical standards.
  2. Assists in the management of user accounts, including their creation, permission assignments, and deletion when applicable.
  3. Acts as an escalation point from the AIT Service Desk to assist faculty and staff members with issues related to the use of college-supported PC hardware (iOS, MacOS, Windows, etc.), software, connectivity, account and permissions issues.
  4. Provide quick response support for Classroom and Lab support related issues, before, during, or after class sessions. This may involve on-call evening and weekend hours.
  5. Review and update the ITSM ticket queue to ensure prompt service within SLAs. This includes follow-up contact and thorough incident documentation. Assist the WSS manager with Problem management and root cause analysis for recurring issues.
  6. Assist the WSS Manager in the design and development of improved computer support methods and mechanisms.
  7. Maintain currency of skills and knowledge related to supported systems.
  8. Document common processes and troubleshooting steps in the knowledge base.
  9. Assist in the protection of institutional assets by following security procedures and training end-users in security best practices.
  10. Maintain up-to-date inventory records.
  11. Library-specific Duties:
  12. Serve as technology liaison between the Library and AIT.
  13. Manage computing labs in the Library, Learning Language Center, and Residence Halls, and mobile laptop carts. Includes imaging, application deployment, policy enforcement, and software maintenance, and documentation.
  14. Provide technical expertise and work closely to the Library Teaching & Outreach Group to prototype, test, and implement technological solutions that enhance library services and student computing.
  • This position requires the employee to carry a cell phone.
  • Perform other duties as assigned.
  • Qualifications
    1. Excellent customer service skills: Able to communicate effectively (verbal and written) with constituents at all levels of the college possessing varying degrees of technical expertise.
    2. Excellent problem-solving skills: Able to think critically, gather information, perform research, identify root problems, and develop a sound action plan.
    3. Excellent team skills: Able to work independently while contributing to team objectives.
    4. Strong ability to multi-task and manage assigned project tasks to bring them to closure in a timely manner and working independently.
    5. Three years’ proven experience configuring and troubleshooting PC hardware and software in a networked environment.
    6. Proven experience configuring and troubleshooting Microsoft Office Suite, Windows OS, MacOS, Group Policy, Batch/Powershell Scripting, Microsoft SCCM highly preferred.
    7. Recommended Certifications: ITIL V3/4 Certification, CompTIA A+; HDI Customer Service Representative; MCSA (Windows 10).




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    Job No:
    Posted: 8/14/2019
    Application Due: 10/13/2019
    Work Type: