Technology Support Specialist
As a living, learning and working community, Susquehanna University
affirms its commitment to being an engaged, culturally inclusive
campus. As we seek to embody the rich diversity of the human
community, we commit ourselves to the full participation of persons
who represent the breadth of human difference. The university
encourages candidates from historically underrepresented groups to
apply. Susquehanna University is an Equal Opportunity
Susquehanna University is a national liberal arts college committed
to excellence in educating students for productive, creative and
reflective lives of achievement, leadership and service in a
diverse, dynamic and interdependent world. Its more than 2,300
undergraduates come from 35 states and 22 countries, and all
students study away through Susquehanna’s unique Global
Opportunities program. Susquehanna University’s 325 acre campus,
noted for its beauty, is located in Selinsgrove, Pennsylvania, 50
miles north of Harrisburg in the scenic Susquehanna River Valley,
about a three hour drive from Philadelphia, Washington, D.C., and
New York City. For more information, please visit https://www.susqu.edu
The Technology Support Specialist reports to the Director of IT
Infrastructure and Operations, within the Office of Information
Technology. With a shared responsibility for the technical, daily
support of all client end technology; the training and supervision
of student techs; and the development and maintenance of
corresponding technical documentation, the Technology Support
Specialist will help to ensure a positive user experience with IT
devices and services. Collaboration with other members of the
Office of Information Technology is a critical component to campus
community service delivery.
- University-owned computers, printers, scanners and
peripherals - Provides 1st and 2nd tier hardware and software
support for faculty, staff, lab, and classroom computers. This
includes setup and deployment of computers from disk imaging to
user setup, including data migration. Coordinates with
faculty/staff to identify pain points or persistent issues and
resolve. Responsible for PC diagnostic and repair, including
warranty repairs with vendors.
- Significant role with new employee onboarding process; focus on
setup of computer for new employees while familiarizing them with
IT services offered and support options, while ensuring they have
all resources and access to begin working. Offers basic onboarding
training as needed.
- Acts as a resource to other IT staff as they consult with users
to identify and resolve problems, understand needs, assess
feasibility, and develop effective technology solutions to meet
- Student-owned technology support - Provides 1st and
2nd tier network connectivity and software support for supported
student-owned technology assets, including computers, tablets,
smart phones, gaming systems, streaming devices, and Internet of
Things (IOT) devices. Provides hardware diagnostics and warranty
repair facilitation for student-owned computers.
- Student Techs - Manage student technical staff,
including routine training and daily professional development
- Technical documentation - Develops FAQs and technical
documentation for both IT Staff and end users. Update operational
procedural documentation as needed to reflect new or modified end
user and technician support procedures.
- General - On-call rotation that may require
after-hours support. Perform emergency support services during
evenings, weekends, and holidays as necessary to support the 24 × 7
information needs of students, faculty, and staff.
- Exhibits a customer centric focus in their daily work,
providing outstanding customer service and ensures customer
satisfaction to all internal and external constituencies.
- Provides back-up support to other team members in case of
absence or work overload.
- Performs other related duties as assigned.
Knowledge, Skills and Abilities
· Strong technical aptitude for client end technology with the
desire to learn emerging technologies· Strong customer service
skills, ability to communicate effectively, both orally and in
writing· Ability to work effectively with a wide range of
constituencies in a diverse community· Knowledge of technical
writing and documentation· Ability to train and mentor student
staff· Exhibits a strong IT security posture and strict adherence
to privacy and confidentiality
Earned Associates degree required; Bachelor’s degree in Information
Technology computing systems emphasis preferred.
One year of experience in a technology-related, direct customer
service role required; experience in a higher education, liberal
arts campus setting preferred.
Position requires the ability to stand or sit for extended periods
of time. Position requires the ability to move about the campus.
Position requires the ability to talk and to hear instruction.
Position requires occasional manual dexterity and the ability to
use fingers, hands, and arms to feel, handle, and reach. Position
requires occasional stooping, crouching, and bending. Position
requires the ability to occasionally lift up to 50 pounds. Working
conditions are both indoor and outdoor.
Bachelor’s degree in Information Technology computing systems
Special Instructions to the Applicant:
Benefits Eligible: Yes
Number of Months: 12 months
Other Number of Months:
Work Schedule/Hours per Week:
Open Until Filled: No
Anticipated Start Date:
Posting Number: AH00867
To apply, visit https://jobs.susqu.edu/postings/2756