Technology Support Specialist - General

University Of The Incarnate Word
February 19, 2023
Contact:N/A
Offerd Salary:$42,000
Location:N/A
Working address:N/A
Contract Type:Open-ended
Working Time:Full time
Working type:N/A
Ref info:N/A
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
  • From this employer

    Recent blogs

    Recent news