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Technology Support Specialist

Employer
Bucknell University
Location
Pennsylvania, United States
Salary
Salary Not specified
Date posted
Feb 27, 2024


Technology Support Specialist

R0000000051
102 Bertrand LibraryBucknell University

Position Title:
Technology Support Specialist

Position Type:
Full time

Location:
102 Bertrand Library

Categories:
Staff Exempt

Job Summary:
Library and Information Technology at Bucknell is a unified organization that takes pride in its accomplishments and its important role at Bucknell. Staff members are committed to professionalism, excellence, and service through: innovation and creativity; collaboration; diversity and inclusion; integrity; trust and trustworthiness; and communication and transparency.

Working collaboratively with fellow members of Library and Information Technology and functional area leads, the Technology Support Specialist provides technical support for faculty, staff, and students via phone, email, and in-person to address higher level, complex issues. This will include working with Windows and Apple laptops and desktops, iOS and Android devices, software packages (Google suite, Adobe, etc.), and our ticketing system. The primary goal of this position is to provide customer-centric, responsive and high quality technology services to our campus community beyond routine technical knowledge. To that end, the Technology Support Specialist will possess a solid blend of both customer service and technical acumen. Communicating to our customers in a confident, patient and professional manner will be key to the daily work. This position will be based at the Tech Desk service point.
This is a 12-month (40 hours a week), exempt (salary), benefits-eligible position based in Lewisburg, Pennsylvania. This position reports to the Director, Technology Support.

Job Duties:

Duties and Responsibilities:
  • Quickly analyze and solve computer, iOS, and Android device issues and provide both short term fixes and long term solutions.
  • Collaborate with other Library and Information Technology staff, including student employees, as necessary to provide seamless, high-quality technology services.
  • Image, install, and troubleshoot both Windows and Apple computer equipment.
  • Upgrade and/or install software packages used by the campus community.
  • Conduct operating system and application testing, documenting as appropriate, in regards to new service offerings.
  • Consult with end users to assist in determining hardware and/or software configurations to meet specific needs or requirements.
  • Work within our ticketing system to open, update, escalate or close both incidents and service requests.
  • Act as technology liaison for academic and/or administrative departments as needed.
  • Actively participate in assigned projects and cross-functional teams within both Technology Services, and Library and Information Technology.
  • Investigate, analyze, and learn new and emerging technologies, which have potential application in the campus environment.


Divisional Expectations
  • Maintain, respect, and protect the confidentiality of information held within or transferred across the University's computer and information resources in any format.
  • Be respectful and courteous of faculty, staff, and students' individual needs, recognizing that one size does not fit all.
  • Assume appropriate responsibility and demonstrate leadership while coordinating the efforts of other members of the Library and Information Technology staff and the University community.
  • Assume other duties and projects that we mutually agree upon.


Minimum Qualifications
  • High school diploma or GED plus three years of related experience, or an equivalent combination of education and experience
  • Working knowledge of Windows and Apple hardware, software, and operating systems.
  • Ability and enthusiasm for learning new technology tools, operating systems, applications, etc.
  • Strong written, oral, and interpersonal communication skills are a must, as are excellent coordination and organization abilities.
  • Strong customer service perspective and a keen interest in providing high-quality services to the campus community


Preferred Qualifications
  • Experience supporting PC hardware and Windows in an enterprise environment
  • Proficiency with Apple hardware and OS
  • Bachelor's degree
  • Work experience in higher education
  • Experience supporting end users


Other Requirements
  • Exempt employees are required to work as much time as is necessary to fulfill the requirements of the position without additional compensation, even if the work is performed beyond “normal” work hours.


Physical Requirements
  • Ability to move and set up computing equipment up to 30 lbs
  • Ability to work on-site at the Tech Desk, to meet clients, answer phone calls and chats hours
  • Ability to go to client workstations on campus

Job Exempt:
Yes
Salary Range:
49,200.00-61,500.00
The offer rate will be based on a review of the candidate's credentials compared to the qualifications of the position, internal equity, and our overall compensation philosophy.

Advertised:
2024-02-20

Benefits:

Eligible full- and part-time employees are compensated beyond base salary through our total rewards package that includes (but is not limited to):
  • Flexible scheduling options determined by role;
  • Medical, prescription drug, vision, dental, life, and long-term disability insurance options
  • An outstanding 10% employer contribution to your retirement plan (no contribution requirement for non-exempt positions)
  • Generous paid time off, including vacation and sick time, a community service day, and 19 paid holidays (including two full weeks off for Winter Break!)
  • Full-time and part-time members of the faculty and staff are eligible for tuition remission for themselves. Additionally, full-time members of the faculty and staff are eligible for tuition remission for their spouse/spousal equivalent and are eligible for various tuition programs for their children. Credit for full-time benefits eligible employment at other institutions of higher education will be applied to waiting periods.
  • A comprehensive employee wellness program including program incentives
  • A myriad of other benefits, including parental leave, an employee assistance program, fitness center membership, and the power of your Bucknell ID card


To learn more about Bucknell's benefits, click here! (*Eligibility criteria and waiting periods may apply.)

Diversity, Equity & Inclusion:
Bucknell is committed to fostering an environment that embraces diversity, equity and inclusion, and seeks candidates who will contribute to a climate that supports the growth and development of a diverse campus community. We endeavor to enhance our capacity to value and capitalize on the cultural richness that diversity brings. We encourage all individuals to apply and do not discriminate in admissions, employment, educational programs and/or activities on the basis of race, color, national or ethnic origin, age, religion, disability, pregnancy, sex/gender, gender identity and/or expression, sexual orientation, marital or family status, military or veteran status, or genetic information.


To apply, visit https://bucknell.wd1.myworkdayjobs.com/en-US/External/job/102-Bertrand-Library/Technology-Support-Specialist_R0000000051.



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