Technology Services Specialist, Information Technology

At Roger Williams University students are prepared to be thinkers and doers ready to solve challenging problems with innovative solutions. RWU offers 50 majors and robust offerings of graduate and professional programs across eight schools of study including Rhode Islands only law school with campuses on the coast of Bristol and in the heart of Providence R.I. With small classrooms and a focus on undergraduate and graduate research and community engagement a Roger Williams education blends the strength of liberal arts and professional studies providing all students with the depth and breadth of interdisciplinary thinking and well-rounded knowledge necessary to succeed in our interconnected global world. RWU is committed to strengthening society through engaged scholarship so that students graduate with the ability to think critically and apply the practical skills that todays employers demand.

Roger Williams University seeks to recruit and support a broadly diverse community of faculty and staff. We value all races genders identities and abilities. RWU is committed to creating a thriving community that encourages lifelong learning professional development and academic innovation.

To learn more about Roger Williams Universitys commitment and support of diversity and inclusion please visit Description:

The Technology Services Specialist operates the Media Tech service deskand provides Tier 1 technical support and expertise to students faculty and Specialist works with student Media Tech Assistants as part of a team that provides technical support via phone walk-in web forms and e-mail for supported applications and IT include problem research identification resolution follow-up routing and escalation as position works in close cooperation with the RWU user community and other support organizations on campus to resolve issues efficiently and effectively. The Specialist is expected to actively contribute to the team by working collaboratively identifying opportunities to improve customer satisfaction and contributing to an integrated knowledge base.

Media Tech Desk Operations Service

Provide Tier 1 technical support and referral for incoming customer requests via phone email text chat web forms and walk-in customers.

Perform problem research identification resolution follow-up and escalation.

Troubleshoot and track problems with on-site hardware including computers printers and scanners including supported applications.

Provide on-site and remote support and training for students staff faculty administration and outside conference groups in classrooms labs and presentation systems.

Perform equipment setup support and maintenance/updates for classroom and event equipment such as laptops computers cameras televisions videoconferencing units and presentation systems. (Currently CES)

Contribute to the knowledge base to ensure the highest quality solutions are available to staff.

Staffing Scheduling and Training

Assist the Technology Services Leader with oversight of student Media Tech Assistants.

Develop and deliver training for all Media Tech staff and student workers and develop and maintain all training documentation.

Messaging Communications and Outreach

Assist the Technology Services Leaderwith marketing and promotingthe Media Tech service delivery model.

Additional Functions

Participate in staff development activities related to the position.

Undertake special projects as directed by supervisor or supervisors designee.

Bachelors degree in computer information science or a related field.

Minimum of two years experience in Information Technology.

Minimum of two years experience in Customer Service.

Working knowledge of current Apple and Windows platforms as well as Microsoft Office productivity and other applications running on those platforms.

Demonstrated excellence in customer service and professionalism.

Strong interpersonal and communication skillsincluding writing messaging and presentation.

Ability to work effectively independently and with team members.

Ability to set priorities and organize work to meet deadlines ensuring that critical request are first addressed and no requests are unaddressed.

Ability to work with students in service delivery scheduling training and direction.

Preferred Qualifications

One or more current certifications appropriate to help desk work (e.g. HDI ACSP ITIL etc.)

Intermediate experience installing and configuring hardware and software.

Related technical certifications such as A Microsoft MCTA or MCSA certification and industry standard technical certifications for vendor computers and peripherals.

Familiarity withcourse management systems Panopto Focus video capture program and Zoom web conferencing applications.

Minimum one year experience directing students and/or volunteers.

At the Universitys discretion the education and experience prerequisites may be accepted where the candidate can demonstrate to the satisfaction of the University an equivalent combination of education and experience specifically preparing the candidate for success in the position.

Roger Williams University is an affirmative action/equal opportunity employer and committed to a diverse workforce. All applicants will receive consideration for employment without regard to race color religion sex national origin or any other basis protected by applicable state and federal law. For information on our Non-discrimination policy visit here.

RWU prohibits all forms of discrimination on the basis of sex in its education programs and activities and is required by Title IX of the Education Amendments of 1972 (Title IX) and its implementing regulations not to discriminate in such a manner. Complaints of Title IX sexual harassment should be reported to the Title IX Coordinator at the contact information listed below. Details regarding the formal complaint process can be found here:Title IX Sexual Harassment Policy and Procedures. All complaints of sexual harassment will be taken seriously and responded to promptly.TITLE IX COORDINATOR: Dr. Jen Stanley 1 Old Ferry Road Bristol RI 02809 / Phone Number: /Email Address:

Please attach a resume cover letter and list of three (3) professional references.