Tech Support Specialist

Job description

Description
The Technical Support Specialist provides high quality computer-related technical support to a wide range of university constituents electronically, by phone, or in person at the Information Technology Services Help Desk and at the Center City Campus. This person will ensure that all calls/requests for assistance received by Information Technology Services at these locations are thoroughly tracked and answered. They will ensure that all requests for assistance are handled as efficiently as possible and know when to escalate urgent issues. 
At the Center City campus, this staff member will provide classroom support for a wide range of classroom technology and respond to requests to solve technical issues/challenges encountered by instructors teaching at that facility. Often these calls require immediate response as the instructor is in front of a group of students when they ask for assistance. They may also be asked to train faculty on use of the technology in the classroom. They will also provide on-site technology support for staff located at this campus including Tech Center/computer lab operations.
The ideal candidate will suggest technical solutions that improve the efficiency of Help Desk and Classroom support operations. They will review documentation for correctness prior to release to supported university constituents. They will actively participate in the testing and evaluation of software or upcoming new platforms. They will have demonstrated ability to research relevant technologies and offer insight into possible use of these technologies, showing that they actively stay abreast of IT support challenges and offerings. Performs other duties as assigned.

This position will have a dual reporting structure (50/50) to the Director of Client Services/Help Desk and to the IT Manager of the Center City Campus. The majority of the hours will be mid-day to mid- evening. 

Required Education & Experience:
Bachelor’s degree and one year of directly related technical experience. Demonstrated experience with mobile technology, especially Android and iOS. Experience with PC and Mac system configuration, troubleshooting and software installation. An equivalent combination of education and experience may be considered.

Required Skills & Abilities:
* Proven outstanding customer service, in-person and telephone skills along with the ability to effectively interact with a diverse group of students, faculty and staff.
* Ability to work between campuses.
* Demonstrated ability to interact with others through both oral and written communications. 
* Demonstrated analytical and problem-solving skills. 
* Strong working knowledge of Microsoft Office: Word, Excel, PowerPoint, Outlook.
* Ability to work nights and/or weekends, as necessary.
* Ability to work a split shift,1st into 2nd.

Preferred:
* Knowledge of higher education environment and applications (such as Canvas, Banner, Zoom, MS Teams or other applications such as Video Editing software or Adobe Creative Suite).

This position is temporarily assigned a hybrid work arrangement (on-campus and remote), the duration of this hybrid work arrangement is at the discretion of Temple University and the Department.

Temple University values diversity and is committed to equal opportunity for all persons regardless of age, color, disability, ethnicity, marital status, national origin, race, religion, sex, sexual orientation, veteran status or any other status protected by law.

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: https://safety.temple.edu/reports-logs/annual-security-report

You may request a copy of the report by calling Temple University’s Campus Safety Services at 215-204-7900.

 



Primary Location: Pennsylvania-Philadelphia-Center City Campus (TUCC)
Job: Staff
Schedule: Full-time
Shift: Variable
Employee Status: Regular

 

 

 

Diversity Profile: University

 

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Job No:
Posted: 5/2/2021
Application Due: 7/31/2021
Work Type: Full Time
Salary: