Evening Tech Services Specialist - Tier 1 Support

Roger Williams University; Bristol (RI); On-site; USD 52,000 - 68,000; Full time

Job summary

Roger Williams University seeks a Technology Services Specialist to operate the Media Tech service desk during evenings and weekends, providing Tier 1 support to students, faculty, and staff. You will work with student assistants in a team, handling requests via phone, web forms, email, chat and on-site visits.

The role requires a bachelor’s degree in a related field, at least two years in IT and customer service, plus strong communication and teamwork abilities.

Qualifications

• Bachelor's degree in computer, information science or a related field.
• Minimum of two years experience in Information Technology.
• Minimum of two years experience in Customer Service.
• Working knowledge of current Apple and Windows platforms as well as Microsoft Office productivity and other applications running on those platforms.
• Demonstrated excellence in customer service and professionalism.
• Strong interpersonal and communication skills including writing, messaging and presentation.
• Ability to work effectively independently and with team members.
• Ability to set priorities and organize work to meet deadlines, ensuring that critical requests are first addressed and no requests are unaddressed.
• Ability to work with students in service delivery, scheduling, training and direction.

Responsibilities

• Provide Tier 1 technical support and referral for incoming customer requests via phone, email, text, chat, web forms and walk-in customers.
• Perform problem research, identification, resolution, follow-up and escalation.
• Troubleshoot and track problems with on-site hardware, including computers, printers and scanners including supported applications.
• Provide on-site and remote support and training for students, staff, faculty, administration, and outside conference groups in classrooms, labs, and presentation systems.
• Perform equipment setup, support, and maintenance/updates for classroom and event equipment such as laptops, computers, cameras, televisions, videoconferencing units and presentation systems.
• Contribute to the knowledge base to ensure the highest quality solutions are available to staff.
• Assist the Technology Services Leader with oversight of student Media Tech Assistants working evenings and weekends.
• Develop and deliver training for all Media Tech staff and student workers, and develop and maintain all training documentation.
• Assist the Technology Services Leaderwith marketing and promotingthe Media Tech service delivery model.
• Participate in staff development activities related to the position.
• Undertake special projects as directed by supervisor or supervisor's designee.

Skills

Customer service

Interpersonal skills

Communication

Time management

Teamwork

Education

Bachelor's degree

Tools

Apple platforms

Windows platforms

Microsoft Office

Zoom

Panopto Focus

Job description

Roger Williams University seeks a Technology Services Specialist to operate the Media Tech service desk during evenings and weekends, providing Tier 1 support to students, faculty, and staff. You will work with student assistants in a team, handling requests via phone, web forms, email, chat and on-site visits.

The role requires a bachelor’s degree in a related field, at least two years in IT and customer service, plus strong communication and teamwork abilities.