Technology Support Specialist

Position Title:
Technology Support Specialist, embedded within Business and Engineering

Department:
Learning Design and Technology

Reports to:
Director of Endpoint & Client Services

Appointment:
Full-Time (12 months)

Status:
Exempt

Position Description:


This position serves as the principal advisor and point of contact for academic units at Bradley University establishing partnership with faculty, staff and students in their use and planning of technology.
This role supports those in the interdisciplinary Business and Engineering Convergence Center, featuring the latest in learning and lab technology.
The position is physically embedded within the academic units of engineering and business, reporting to IT allowing for the individual to serve as a consultant for the colleges and serving as a liaison with IT.
The candidate will provide end-user support for the colleges' faculty and staff when appropriate, while also working with colleagues at the IT Service Desk and other shared services units and work closely with engineering lab technicians.
Lastly, the candidate will work with the college Chairs and Associate/Assistant Deans identifying IT needs for the colleges, participating in regularly scheduled or limited scope projects as assigned, as well as reporting on outstanding issues and their resolutions.

As a member of a growing IT team, the incumbent assists with administration and coordination of computer lab technology; system updates (with internal and external system/solutions providers, IT, and customers); evaluation; testing and planning of software/hardware releases and upgrades; analysis and resolution of functional problems; research and sourcing of new computer technology systems; and functional training.

This is an entry- to mid-level position that involves regular client contact, excellent communication skills, understanding of technical diagnosis, evaluation and resolution of problems.
Critical thinking capability is a must along with an aptitude to think creatively and develop new solutions to problems.

The ideal candidate would have experience in the educational environment, an understanding of technological practices, and a desire to partner with faculty, staff and students on a daily basis.

Duties include but are not limited to:


20% - Assist faculty, staff, and students with the effective use of technology by establishing professional relationships, partnering with the colleges, providing proactive consultation and awareness, monitoring support tickets, and acting as a key university IT liaison with the academic units of the colleges.
20% - Provide hands-on customer support of employee and lab computer technology including but not limited to:
laptop and desktop computers, printers, and other physical equipment; academic software; VDI (VMWare); refresh cycle; etc.
15% - Configure lab and student workstation computers and maintain/administer software licenses.
Carry, pack, or unpack, assemble or disassemble, connect or disconnect, configure or reconfigure and install or uninstall desktop computing and related hardware and software.
Maintain and use an expert-level technical understanding of at least two supported end user hardware platforms and related operating systems.
15% - Provide problem determination and resolution on functional and technical (software/hardware) issues by consulting with programmers, database administrators, systems administrators as required.
15% - Ensure a high level of client satisfaction by monitoring the delivery of ongoing information systems to the enterprise and by serving as a liaison between IT and the enterprise community.
Document client interactions, incidents and requests.
Manage the technical assignments of student workers (if assigned).
Maintain and use a working knowledge and technical understanding of the systems, services and products provided and supported by IT.
10% - Identify technology opportunities, trends, and strategies for collaboration to advance the enterprise mission of the university.
Integrate emerging technologies for delivery in the lab space and college.
Apply technology standards, methodologies, and principals to specific collegiate needs, objectives, and outcomes.
5% - Provide consultations and customized documentation and training (scheduled and just-in-time) for individual faculty and academic units for the development of technology strategies, selection of tools, and best practices to meet goals.
The above description is intended to be suggestive of scope and not an exhaustive list of all the tasks associated with the position of Technology Support Specialist.

Required Qualifications Associate's Degree in relevant area of discipline
1-3 years of experience in relevant field of work
Ability to interpret and respond to users' technical problems
Excellent interpersonal communication skills
Knowledge of technical analysis, resolution, and documentation techniques
Desired Qualifications Bachelor's Degree in information technology or related field
Demonstrated advanced working knowledge of the software, hardware, and systems currently supported or provided by IT
Strong background in lab and client support technologies
Rudimentary knowledge and skills related to systems, database, and network administration
Ability to conduct and evaluate systems testing
Experience in higher education environment
Training experience
Professional certifications, including A+, Dell, Apple, Microsoft
Physical Requirements:
Ability to lift and carry up to 50 pounds
Ability to climb up and down ladders and steps

Qualified applicants should submit a cover letter addressing qualifications for the position, resume, and contact information for three professional references.
Please submit all materials at the time of initial application.
Review of applications will begin immediately and continue until the position is filled.

Bradley University offers a competitive benefits package including health, dental, vision, life and disability coverages, FSA, HSA, and retirement plan options.
Bradley also offers significant higher education cost savings for employees and dependents through the Tuition Remission program.
Information regarding our benefits can be found here:

/bradley.edu/offices/business/human-resources/benefits/

Bradley University is a top-ranked, private university in Peoria, Illinois, offering nearly 6,000 undergraduate and graduate student's opportunities, choices, and resources to build their futures.
Innovation, action, and collaboration drive Bradley students to generate ideas and create solutions that remake the world around them.
Our comprehensive array of undergraduate and graduate academic programs includes business, communications, education, engineering, fine arts, health sciences, liberal arts and sciences, and technology.

Employment with Bradley University is contingent upon successful completion of a criminal background check.
Visa sponsorship is not available for this position.

Bradley University is an Affirmative Action/Equal Opportunity Employer.
The administration, faculty and staff are committed to attracting qualified candidates from underrepresented groups.