Technology Support Specialist
William & Mary

Job Info

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Position Number:

00115W

Position Title:

Technology Support Specialist

Employment Category:

Full Time Operational

Location:

William & Mary

Department:

3H7000 IT

Unit Mission Statement:

William & Mary Information Technology (W&M IT) provides a reliable, flexible and secure technological environment that enables swift and skilled solutions for rapidly changing needs to advance teaching, learning, research, student success, and operational efficiency. By developing and nurturing meaningful relationships and collaborations on campus and beyond, W&M IT engages, inspires and empowers community members to achieve their goals. We develop expertise, promote self-service and encourage experimentation while working to drive relevant and sustainable change.

Position Summary:

The Technology Support Specialist serves as the first point of contact for faculty, staff, and students in their use of computers, software, and telecommunications technology. The Specialist allows customers to describe their needs or problems and establishes a course of action leading to a resolution. The core responsibilities are:

• Provides customer service and support via phone, email, chat, and walk-ins for faculty, staff, and students.
• Creates detailed and accurate descriptions of customer problems, troubleshooting steps, and resolutions in Cherwell, the university's tool for IT Service Management (ITSM).
• Documents instructions on a variety of common practices for use within IT and/or campus-wide as needed.
• Installs/troubleshoots and utilizes a variety of operating systems and software packages to meet customer needs. (Operating systems include the most recent versions of Windows and Mac OS.)

Conditions of Employment:

This is a non-exempt position, eligible to receive overtime in accordance with the Fair Labor Standards Act.

This position may be subject to overtime during high peak times, for special projects (such as during fall startup,) or in emergency situations, as directed and approved by the supervisor.

This position may require overtime to include scheduled and unscheduled, nights and weekends, and or holidays.

Information Security: This position requires administrative access to the College's information systems and/or sensitive College data. The incumbent is expected to be aware of and adhere to the Information Security policies of the College as well as all applicable federal, state, and local laws. Additionally, the incumbent is expected to follow information security best practices applicable to their job area and to pursue information security training and awareness opportunities when possible.

Essential Designation:

No

FLSA:

Non-Exempt

Position Restricted?:

No, this is a continuing E&G funded position and not term-limited

Position Term:

12 month - Continuing

Position Months:

Faculty or Staff: 12 month

Required Qualifications:

• High school diploma or equivalent.
• Experience troubleshooting and maintaining Windows and Apple software in a networked environment.
• Familiarity with a variety of software packages and technologies, including productivity tools such as Microsoft Office, Adobe Acrobat, Outlook, and applications such as Box, Zoom & Teams.
• Solid technical proficiency with the ability to install, utilize, and troubleshoot a variety of operating systems (e.g. Microsoft Windows, Apple OS X) and software packages including Office Productivity Software, Email & Calendar clients, and Web-based applications.
• Excellent interpersonal and effective communication skills with a strong customer service orientation.
• Effective technical writing skills.

Preferred Qualifications:

• Experience working in a higher education environment.
• Post-high school education/training such as associate's or bachelor's degree.
• Prior IT work experience.
• A+, Microsoft, Dell, Apple, and other technical certifications are a plus.

Is the position remote work eligible?:

Not eligible

Remote Work Disclaimer:

Remote work eligibility is not guaranteed and is subject to approval. Employee eligibility depends on the likelihood of the employee succeeding in a remote work arrangement and the supervisor's ability to manage remote workers. Departments and/or Human Resources may amend, alter, change, delete, or modify eligibility.

Advertised Pay Range:

$46,000 - $50,000 commensurate with experience

Advertised Pay Range Statement:

All hiring rates are commensurate with relevant experience up to the advertised amount considering internal alignment.

University Salary Range:

U09

Benefits Summary Statement:

William & Mary offers our employees a full array of benefits including retirement, health insurance with options for expanded dental and vision along with group and optional life insurance with coverage for spouse and children, flexible spending accounts, and an EAP (Employee Assistance Program).

Our employees enjoy additional university benefits such as educational assistance, professional development, wellness benefits, and a robust holiday schedule. All employees have access to fitness facilities on campus. Staff members also have access to the university libraries, and much more. To learn more, go to: https://www.wm.edu/offices/uhr/benefits/index.php?type=none

Job Open Date:

12/18/2024

Review Begin Date:

01/10/2025

Open Until Filled:

Yes

Special Application Instructions:

For priority consideration, apply by the review date.

Background Check Statement:

William & Mary is committed to providing a safe campus community. W&M conducts background investigations for applicants being considered for employment. Background investigations include reference checks, a criminal history record check, and when appropriate, a financial (credit) report or driving history check.

EEO Statement:

William & Mary values diversity and invites applications from underrepresented groups who will enrich the research, teaching and service missions of the university. The university is an Equal Opportunity/Affirmative Action employer and encourages applications from women, minorities, protected veterans, and individuals with disabilities.

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