Skip to main content

This job has expired

Technology Specialist (14125)

Employer
American University
Location
District of Columbia, United States
Salary
Salary Not Specified
Date posted
Sep 28, 2021


Summary/Objective

The function of the Technical Assistance Specialist is to provide hands-on, frontline customer service support for computing & printing services to the faculty, staff, and students of the School of Communication, to include support of hardware, software, licenses and networks in all labs, classrooms, offices, and copy rooms. This position also provides front line service for facility requests such as lock outs, access requests, key requests and general maintenance requests. Operating under general supervision, this position is responsible for the prompt response to inquiries or support requests arriving over the SOC iSupport TechLine

Essential Functions
  1. This position in most cases, this will be done independently and without direct supervision. Additionally, the Specialist is responsible for logging all requests and solutions so that problem patterns can be identified. The position also assists the Director of Technology Services with hardware installations, software updates, and network maintenance, as needed. Covers for Computing Services Manger when that person is not present.
  2. Responsible for frontline receipt, logging, response and ticket closure for the SOC iSupport TechLine and SOC Tech Hub front desk. Serve as first point of contact for technical support to customers using hardware and software programs. Identifies, investigates, and resolve user questions and problems. Refer problems to OIT or other SOC staff as appropriate for assistance in providing solutions.
  3. Serves as point person for receipt, logging and resolution or delegation of SOC facility requests submitted to SOC iSupport. such as lock outs, key requests and routine maintenance requests. Refer basic repair requests to AU Facilities (2FIX) and notifies Technology Manager, Director of Technology Services or Assistant Dean, Budget & Technology of serious issues or ongoing issues for further study and resolution.
  4. Assists with lab installation and updating for peripherals devices, workstation hardware, and software.
  5. Assists Director and Tech Services team with necessary tech requisition and order processing including replacement furniture (tables, chairs)
  6. Creates and maintains the customer service log, identifying problem patterns. Runs report metrics for Director.
  7. Other duties as assigned to support the strategic mission of the School


Work Environment
  • This position reports directly to the Technology Manager. While the position has no direct reports of its own, it may from time to time supervise the work of work/study students or student employees.


Position Type/Expected Hours of Work
  • Full time
  • Specialist B
  • Non-exempt


Required Education and Experience
  • 2 years of higher education, training or professional experience
  • At least 1 year of hands-on experience with the maintenance of computers, printers, software, and networks.
  • Fluency in working with both Mac and PC operating systems is required


Preferred Education and Experience
  • Experience with tablets, smartphones, and the iOS and Android operating systems is desirable.


Additional Eligibility Qualifications
  • Demonstrated customer service skills and experience providing excellent customer service, dealing with customer needs is required.
  • Must have the ability to multi-task and troubleshoot technical issues on tight turnarounds.
  • Must be able to meet deadlines.
  • Excellent written and oral communication skills required.
  • Must be able to lift/push/ 25 lbs.
  • Ocassional evening and weekend hours maybe required.
  • Hiring offers for this position are contingent on successful completion of a background check.
  • To ensure the health and safety of our community AU requires COVID-19 vaccinations for faculty and staff. Click here to learn more about our health and safety directive.


Benefits
  • Click here to learn about American University's unique benefit options


Others
  • This position will assist the technology services team through frontline maintenance of all the hard and software, guaranteeing it is in excellent working order to fulfill SOC’s educational mission. The Technical Assistance Specialist plays a key role in providing timely customer service to students, more than 50 full time faculty, 50 full time staff, and more than 60 adjuncts each semester.


Current American University Employees:

If you are a current full-time or part-time staff member at American University, please log intoAsuccessfulU through themyAU portal . Once in AsuccessfulU, please select the Careers tile which will take you to our internal career page.

Contact Us:

For more information or assistance with the American University careers site, email theworkline@american.edu .

American University is an equal opportunity, affirmative action institution that operates in compliance with applicable laws and regulations. The university does not discriminate on the basis of race, color, national origin, religion, sex (including pregnancy), age, sexual orientation, disability, marital status, personal appearance, gender identity and expression, family responsibilities, political affiliation, source of income, veteran status, an individual’s genetic information or any other bases under federal or local laws (collectively "Protected Bases") in its programs and activities.

Nearest Major Market: Washington DC

Get job alerts

Create a job alert and receive personalized job recommendations straight to your inbox.

Create alert