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Support Services Technician II

Spelman College
Atlanta, GA
Closing date
Jul 2, 2021

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Administrative Jobs
Academic Affairs, Research Staff & Technicians, Institutional & Business Affairs, Clerical & Administrative Support
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Job Details

Job Title:

Support Services Technician II

Job Summary:

Provides services for specialized computing and/or multiple technologies. Performs complex and diverse computer and/or AV support activities (in-person and via telephone). Performs necessary repairs on any desktop, laptop, or printer supported by Spelman Technology Services (STS). Interprets and resolves varied situations and problems. Supports campus and classroom AV technologies as required. Consults with customers on upgrades and repairs; interacts with vendors. This position may have primary responsibility for service desk calls. The incumbent provides immediate technical responses for all levels of computer problems for the user community and contacts outside vendors for hardware and/or software support as required. As a member of the STS division, this position strives to ensure consistency in its communication, actions, its strategic focus, and digitalization and innovation. This position is also responsible for supporting the mission of Spelman College by delivering technology, services, solutions, and guidance to Spelman faculty, staff, students, and the community in a professional, exemplary, service-oriented collaborative manner.

Essential Duties and Responsibilities:

•Resolves hardware and software issues with computer configurations, images, desktop, laptop & printers, Spelman campus computers, and any ancillary solutions.
•Under supervision, supports and maintains PC, peripherals, in-house audio-visual equipment, and non-print media assets as required. This includes operating, maintaining, distributing, installing, configuring, repairing, and upgrading various PC, audiovisual and media products while ensuring their optimal performance.
•Troubleshoots problem areas in a timely and accurate fashion, and provide end-user training and assistance where required.
•Troubleshoots highly complex technical problems, performing analyses to determine root cause of problems. Performs software troubleshooting on customers’ computers, as related to hardware issues.
•Provides assistance to users via phone in the role of a service desk specialist as scheduled by management
•Handles confidential customer information.
•Exercises judgment and analysis on expediting and prioritizing repairs and service.
•Uses and recommends tools to document service management solutions.
•Available for on-call and/or emergency response and support as needed.
•May assist with planning and scheduling team activities.
•May train intern PC Tech students
•May work with project teams in the design, creation, and/or the testing of new products, services, procedures.
•Handles disagreements, conflicts, and unexpected problems in ways that maximize team effectiveness.
•May provide service support via a flex schedule as determined by the manager.
•Answer and direct telephone calls for the service desk.

Required Qualifications:

Bachelor’s degree preferred. Must have a minimum of four years of directly related experience and high school diploma or an equivalent combination of education and experience required. Must have advanced experience in hardware troubleshooting and repair. Highly detailed understanding of Windows, Mac, and Unix operating systems. Essentials of AV technology, Infocomm and/or audio-visual mass controllers. Understands the purpose and operations of other teams within STS. May help team members and/or customers clarify somewhat complex problems or situations. Ability to identify and resolve issues (e.g., technical, disagreements, business concerns) within a group. Ability to translate technical information into specifications or action plans. May probe with customers to discover unexpressed information. Ability to negotiate needed actions, using established precedents. Ability to recommend new procedures affecting several teams. Demonstrated ability to prioritize tasks to be completed in the short-term. Ability to identify complex, multi-faceted problems and takes immediate action to address them. Knows and follows standard operating procedures.

Must be able to establish and maintain a strong collaborative relationship with students, faculty, staff and other constituents with diverse and often competing priorities. Must possess excellent written and oral communication skills and demonstrate a high degree of professionalism and diplomacy. Must possess the ability to develop and negotiate contracts with vendors in support of the College’s educational technology needs. Ability to balance competing short- and long-term goals in alignment with the larger area’s direction and objectives. Must display excellent administrative, organizational, and time management skills while operating in a fast-paced environment. Must possess a strong work ethic and ready to work extremely hard executing strategic plans. Self-motivated, positive attitude, mature personality, and being oriented are also necessary for success in this position. Ability to plan, direct and evaluate staff and information technology resources. Must have a team oriented focus. Ability to conduct extensive research for the purpose of problem solving and situation analysis.

Must have intermediate skills and experience using Microsoft Office Suite (Word, Excel, and PowerPoint) and be internet savvy.

Preferred Qualifications:

Bachelor’s degree preferred

Certifications, Licenses, Restrictions :

ITIL Foundations required
Certification on PCs, Macs and HP printers preferred.
A+ certification or industry recognized equivalent required.
Network Plus required
Linux preferred
AV certification, preferred
Apple Certified Associate preferred

Physical Demands:

While performing the duties of this job, the employee is regularly required to: sit, walk, stand, use hands to handle A/V equipment, operate computers, talk, and hear. The employee is frequently required to: reach with hands and arms. The employee is occasionally required to: stoop, climb, and lift and/or move up to 50 pounds. Specific vision abilities required by this job include close vision, color vision, and ability to adjust focus.



% Travel Required:

1% - 25%

Full Time/Part Time:




Number of Vacancies:


Posting Number:


Posting Open Date:


Open Until Filled:


EEO Statement:

Spelman College is an EEO/Minority/Female/Disabled/Veteran/Title IX Employer and we participate in E-Verify. We are a smoke-free campus.


Working at Spelman College

Spelman College is a prestigious, highly selective historically Black college that prepares women to change the world. Spelman’s holistic liberal arts education empowers women to excel intellectually, think creatively, serve wholeheartedly, act globally, and lead boldly. Located in Atlanta, Spelman College’s multifaceted, person-centered learning community creates lasting bonds of sisterhood and support. Providing an educational experience unlike any other, Spelman embraces a long-standing and life-changing commitment to academic rigor, career development, community involvement, and positive social impact.

Spelman is part of the Atlanta University Center, the largest consortium of historically Black institutions of higher learning in the world. Its partner institutions include Clark Atlanta University, Morehouse College and Morehouse School of Medicine. Spelman shares cross-registration with its undergraduate partners. The AUC institutions also share the newly renovated Robert W. Woodruff Library.

A historic campus of 32 acres, dating back to 1883, Spelman is five minutes west of downtown Atlanta. There are 25 buildings on the lush, well-manicured campus, including a new, silver LEED- certified green residence hall, The Suites, and The Camille O. Hanks Cosby Academic Center, which houses the Spelman College Museum of Fine Art and the state-of-the-art College Archives.

As a result of its dedicated faculty and staff, Spelman College has gained an excellent national reputation and high rankings in the media’s annual college guides. The College ranks among the top 70 Best Liberal Arts Colleges, consistently ranks as a top producer of Fulbright Fellows and Teach For America candidates, and has the distinction of being the leading producer of Black females who go on to earn doctoral degrees in science and engineering.

Spelman College is also home to SpelBots, the first all-women, African-American robotics team to take part in the international RoboCup competition in 2005, long considered the Olympics of Robotics and artificial intelligence. In addition, the Women’s Research and Resource Center, the WISDOM Center and Center for Leadership and Civic Engagement, as well as the College’s departments of art and drama and dance, are among the many esteemed programs that showcase the College’s strengths in the humanities, arts and service leadership.

Dedicated, talented, and well-qualified faculty members are a hallmark of Spelman College. Home to 183 full-time faculty members, Spelman boasts an 11:1 student/faculty ratio, providing students with greater opportunities to engage with professors across disciplines. The William and Camille Cosby Endowed Professorship Program, for example, supports professorships in the fine arts, humanities and the social sciences. It is a multidisciplinary initiative designed to enhance the intellectual, cultural and creative life of Spelman College and its surrounding community. Previous Cosby Chairs include former Atlanta mayor Shirley Franklin; award-winning author and poet Pearl Cleage, C’71; the Rev. Renita Weems; distinguished scholar and economist William Darity, Ph.D.; and Bernice Johnson Reagon, C'70, an internationally known producer, composer and recording artist, and founder of the Grammy Award-nominated a cappella ensemble Sweet Honey and the Rock.

Spelman faculty have a significant impact on the College’s mission to educate students to lead and serve their communities and the world. To this end, Spelman’s iconic representative is the Millenial professor. The College is strengthening its Faculty Development Program to be comprehensive – recruiting and retaining talented individuals who pursue creative, rigorous scholarship and course development within their disciplines and in multidisciplinary ventures. These professors will also lead the way in internationalizing the curriculum.

As part of the College’s strategic plan for 2015, Spelman’s agenda is to strengthen the academic core of the institution. Constituents such as students, faculty, staff, administrators, alumnae, trustees and community partners participate by taking specific actions called GOALS. Spelman’s faculty goals are: global engagement; ongoing professional development; advising students to prepare not only for careers but for lives of success, leadership, and service; leadership through participation in shared governance; and service learning integrated across the curriculum.

The Spelman MILE – My Integrated Learning Experience – forms the foundation of Spelman College’s strategic plan. Symbolizing a transformational journey of learning, the Spelman MILE will ensure key competencies – such as critical thinking, effective communication, quantitative reasoning, and digital literacy – that Millenial students need for personal success. Student GOALS include: global engagement, including at least one meaningful international travel experience; opportunities for undergraduate research and career-related internships; alumnae connections to strengthen our sisterly bonds early on; leadership development focused on individual potential and best practices; and service learning that pairs hands-on community engagement with coursework shared governance.

Each year, the College hosts Research Day in April, as well as Faculty Research Day in October. Both events are designed to showcase excellence in student and faculty research across academic disciplines.

For more information about Spelman, visit

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350 Spelman Lane SW
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