Position Details
Position Information
Position Title Technology Support Specialist - General
UIW Mission
University of the Incarnate Word is a Catholic institution that welcomes to
its community persons of diverse backgrounds, in the belief that their
respectful interaction advances the discovery of truth, mutual understanding,
self-realization, and the common good.
Position Summary
The Technology Support Specialist will prioritize and handle Help Desk tickets
to resolve problems in an effective and timely manner. Consultations may take
place in person, by email, telephone, chat or remote session. Technical
support includes but is not limited to: acquiring, imaging, and updating
desktop computers, troubleshooting Windows and Macintosh OS based computers
and other devices such as smart phones and tablets, and learning and
supporting a variety of computing and networked applications. This position
reports to the Director of Infrastructure, Operations, and Security in UIW
Central IT.
This position is considered a “Responsible Employee” under Title IX federal
regulations and “Mandatory Reporter” under Texas state law and the UIW Sexual
Misconduct Policy. As a Mandatory Reporter, this position requires you as the
employee to promptly report any incident that you witness or receive
information about Title IX violations. These reporting responsibilities are
set out in the UIW Sexual Misconduct Policy.
Job Duties
Job Duty Name Essential Functions
Description of Job Duties
Provide efficient technical support services on Microsoft and Apple devices to users across the University of the Incarnate Word. Note that in-person technical support is occasionally required for professional schools located outside of UIW Broadway campus.
Perform hands-on fixes including installing and upgrading software, implementing file backups, and configuring systems and applications (e.g. virus removal, spy removal, software and OS system modification or alterations, system restoration, hardware installation, data recovery and printer issues, network troubleshooting).
Monitor and test corrective actions to ensure problems have been adequately resolved. Escalate more complex issues, if necessary, to the appropriate personnel and monitor for a successful resolution.
Monitor help desk tickets and provide resolution to our customers in a timely manner.
Create and prepare operating instructions for end users.
Assist the Director of Infrastructure, Operations, and Security in identifying and executing plans for the acquisition, development, and enhancement of technology support services.
Maintain professional and technical knowledge by attending educational workshops, reviewing professional publications, establishing personal networks and participating in professional societies.
Consistently meet deadlines.
Perform other related duties as necessary or as assigned by supervisors.
Qualifications
Knowledge Skills and Abilities
Strong communication and technical skills and effective coordination of IT
policy and practice with exemplary service are essential for success.
Very strong knowledge of Apple devices and management tools.
Strong knowledge of Microsoft operating systems.
Microsoft Office Suite and/or Office 365.
TCP/IP troubleshooting, Ethernet/Remote Access issues, and Wi-Fi
protocols.
Must be energetic, self-directed and motivated individual who thrives in a
fast-paced dynamic environment. Must possess strong time management,
interpersonal, and problem-solving skills.
Ability to interact with all levels of an organization in a professional,
diplomatic and tactful manner.
Ability to work productively in cross-functional teams or independently as
an individual.
Must be comfortable and have ability to work with both primary and dotted
line reporting.
Strong written and verbal skills.
Ability to work effectively with individuals from diverse communities and
cultures.
Employee shall adhere to all applicable rules and regulations of the
University, the Conference, and the NCAA.
Required Education
High School Diploma or GED equivalent.
Required Work Experience
Minimum of three (3) years of experience in a technical role. Note that an
Associates Degree in related field plus one (1) year of experience in a
technical role OR Bachelor's Degree in related field, no experience may
substitute for experience.
Preferred Qualifications
Experience working in University or College IT department;
A+ Certification or equivalent;
Bachelor's degree in the field of computer science or information systems.
Required Certifications, Licenses or Registrations
A valid Texas driver's license and ability to be insured by UIW insurance
carrier for use of UIW vehicles and golf carts.
Must be 21 years of age.
Ability to occasionally use personal vehicle to travel between the main
campus of The University of Incarnate Word and professional schools.
Work Hours
Mon through Fri from 8am to 5pm with extended hours as needed to meet
departmental goals.
Position may entail shift duties or on-call rotations that may include
evening and weekend hours on an assigned regular schedule or as needed.
Physical Demands
Ability to lift, push, pull up to 30lbs of equipment.
Ability to bend, reach, and work in confined spaces in the set-up,
removal, and installation of equipment.
Ability to regularly move about campus to assist customers in regular
course of duties.
Posting Details
Posting Details
Posting Number AS1619PO
Number of Vacancies 1
Job Type Full Time
Job Category Staff (non-exempt)
Desired Start Date 02/01/2023
Position End Date (if temporary)
Reports to Mgr. Tier 2 Technology Support
Salary $42,000+ Annualized
Open Date 01/17/2023
Close Date
Open Until Filled Yes
Special Instructions to Applicant
N/A.
EOE
UIW is committed to a policy of equal opportunity in employment, without
regard to race, color, sex, sexual orientation, citizenship status, national
origin, age, marital status, disability, genetic information, gender identity
or expression, veteran status, pregnancy, and religion (except in limited
circumstances when religious preference is both permitted by law and deemed
appropriate as a matter of University policy).
Applicant Documents
Required Documents
Resume
Cover Letter/Letter of Application
Optional Documents
Other Document
Supplemental Questions
Required fields are indicated with an asterisk ().
How did you hear about this employment opportunity?
UIW Website
HigherEdJobs.com
Monster.com
Chronicle
Indeed
Glassdoor
Personal Referral
Employee Referral
Other
If you selected other, please tell us where?
(Open Ended Question)
This position requires a high school diploma or equivalent AND three (3) years of experience in a technical role. An Associates Degree in related field plus one (1) year of experience in a technical role OR a Bachelor's Degree in related field, no experience may substitute for experience. Do you have at least one of these qualifications?
No
Yes, HS Diploma or equivalent + 3 years technical role
Yes, Associates Degree in related field + 1 year technical role
Yes, Bachelor's Degree in related field, no experience required
Rank your knowledge of Apple devices and management tools.
None
Minimal knowledge
Limited knowledge
Proficient knowledge
Advanced knowledge
Expert knowledge
Rank your experience with TCP/IP troubleshooting, Ethernet/Remote Access issues, and Wi-Fi protocols.
None
Minimal experience
Limited experience
Proficient level experience
Advanced level experience
Expert level experience
Rank your knowledge of Microsoft operating systems.
None
Minimal knowledge
Limited knowledge
Proficient knowledge
Advanced knowledge
Expert knowledge
Do you have a valid Texas Driver's License?
Yes
No
No, but will have one by start date.
Are you 21 years of age or over?
Yes
No
