Student Technology Support & Engagement Specialist

DC101 Dickinson College; Carlisle (Cumberland County); On-site; USD 42,000 - 64,000; Full time

Benefits offered by this job

Comprehensive medical insurance

Life insurance

Flexible spending accounts

Generous time off

Parental leave

Homebuyer assistance

Tuition benefits

Job summary

Dickinson College in Carlisle, PA, seeks a Student Technology Support & Engagement Specialist to lead the student tech staff at the Help Desk and coordinate support for student-owned devices.

The position creates technical documentation, maintains the User Services Knowledge Base, trains staff, collaborates with liaisons across departments, and serves as backup for the Help Desk in busy times. Strong communication and organizational skills are essential in this campus role.

Qualifications

• Associate degree or higher in IT or related field required.
• Bachelor's degree preferred in IT, CS, Education, or related field.
• 1-3 years of work experience desired.

Responsibilities

• Lead the Student Help Desk team and supervise student staff.
• Coordinate support for student-owned technology and the loaner laptop program.
• Create and maintain technical documentation and the Knowledge Base.
• Provide training, mentorship and performance feedback to student staff.
• Act as backup for the Help Desk during high-demand periods.
• Collaborate with User Services and Academic Technology liaisons on IT training.

Education

Associate's Degree - Information Technology or related field

Bachelor's Degree - Information Technology, Computer Science, Education, or related discipline

Job description

Posting Details

Dickinson College is a premier four-year residential liberal arts institution chartered in 1783 and widely recognized as a leader in global and sustainability education. Dickinson College is located in Carlisle, named a “most livable city” by Forbes and is minutes from the state capital of Harrisburg. The campus is connected to a vibrant downtown that offers eclectic dining, shopping or entertainment options. Within a two-hour drive are Philadelphia, Baltimore and Washington, D.C.; New York City is three hours away.

Full-time employees benefit from a broad range of benefits, including a comprehensive medical insurance plan, life insurance, flexible spending accounts, generous time off, parental leave, homebuyer assistance, and tuition benefits for eligible employees and dependent children under the age of 24.

Upon eligibility, the College contributes 8% of an employee’s base salary to a retirement account with an additional .5% matching contribution; all money paid by the college into the employee’s retirement plan is immediately and fully vested in the employee.

• comprehensive medical insurance plan
• life insurance
• flexible spending accounts
• generous time off
• parental leave
• homebuyer assistance
• tuition benefits for eligible employees and dependent children under the age of 24
• 8% contribution of base salary to a retirement account with an additional .5% matching contribution; all money paid by the college into the employee’s retirement plan is immediately and fully vested in the employee

Position Department

User Services – Computing Specialists

Job Summary/Basic Function

The Student Technology Support & Engagement Specialist ensures effective IT support at Dickinson College by managing the student technical staff at the Help Desk, coordinating support for student-owned technology and maintaining the campus loaner laptop program. This position also creates technical documentation, maintains the User Services Knowledge Base and collaborates with User Services and Academic Technology liaisons. This position serves as backup for the Help Desk when needed and communicates IT resources and services to campus.

They manage recruitment, training, scheduling, and supervision of student technical staff at the Help Desk and the ResNet Services Annex student computer support location. They coordinate support for student-owned technology and the campus loaner laptop program in conjunction with student-facing support. This position also creates technical documentation for campus-supported technologies and maintains the User Services Knowledge Base, ensuring the documentation is posted and updated as required.

In the application of that technical knowledge, the position collaborates with User Services and Academic Technology liaisons on IT training for faculty, students, and staff as needed, including developing training materials, conducting workshops, and providing one‑on‑one support. The position serves as backup for the Help Desk when needed and communicates IT resources and services to the campus.

Position requires strong communication, technical troubleshooting, and organizational skills. Position works independently and collaboratively within a dynamic support environment.

Essential Functions

This position is responsible for recruiting, hiring, training, scheduling, and supervising the User Services student technical team to ensure they are effectively integrated into departmental operations. The role oversees the daily functions of the Student Help Desk, ResNet Services Annex, and the Hardware Support Assistant positions, ensuring consistent and high-quality service delivery.

Providing regular performance feedback, coaching, and mentorship to student employees is a key responsibility, supporting their development and success. The position maintains and updates the student staff handbook, operational policies, and support workflows to reflect evolving procedures and uphold institutional standards.

The position is responsible for maintaining and expanding User Services’ internal and public-facing Knowledge Base of technical documentation. This includes writing and editing clear, accurate how-to guides and collaborating with both professional and student staff to update existing materials. The role also evaluates current documentation systems and develops strategies to improve accessibility, usability, and overall effectiveness for a diverse user audience.

This position plans and coordinates IT training opportunities for students, faculty, and staff, including workshops, orientation events, and drop‑in support sessions. It partners with departments, administrative offices, Computing Specialists, and Academic Technology to assess training needs and develop targeted instructional materials, emphasizing content in the Knowledge Base.

The role also represents User Services in campus initiatives, collaborating on technology onboarding activities related to the academic calendar. The role includes creating and distributing student‑focused IT communications through email and other platforms, ensuring messages are clear, informative, and timely. Strategies to engage students through digital channels, including social media, are considered.

The position ensures accurate dissemination of information related to service outages, system updates, and available technology resources. It oversees the health, readiness, and imaging of the college’s loaner laptop fleets, ensuring devices are proper maintained and fully functional, coordinating with Help Desk staff for checkout/check‑in procedures. The role maintains system updates, performs diagnostics, and addresses technical issues as needed.

The position serves as the designated backup to the full‑time Help Desk Specialist, providing front‑line user support during absences, high‑demand periods, or other critical times. It assists mentoring of student staff by guiding them through escalated support issues and reinforces Help Desk procedures for consistent service.

Requirements

• Associate's Degree - Information Technology or a related field.
• 1-3 Years work experience.
• Preferred Bachelor's Degree - Information Technology, Computer Science, Education, or a related discipline.

EEO/Diversity Statement

The College is committed to building a representative and diverse faculty, staff, and student body. We encourage applications from all qualified persons.

We are a premier four-year residential liberal arts institution chartered in 1783 and recognized for global and sustainability education. We invite you to take a virtual tour of our campus and explore our Careers at Dickinson College video.

Full-time employees benefit from a broad range of benefits: comprehensive medical insurance plan, life insurance, flexible spending accounts, generous time off, parental leave, homebuyer assistance, tuition benefits for eligible employees and dependent children under the age of 24.

Upon eligibility, the College contributes 8% of an employee’s base salary to a retirement account with an additional .5% matching contribution; all money paid by the college into the employee’s retirement plan is immediately and fully vested in the employee.

We welcome those seeking to be part of an intellectual and social community that values justice, free inquiry, diversity, and equal opportunity. We respect pluralism, civility and mutual understanding within our community.

The college does not discriminate on the basis of race, color, national origin, sex, disability, religion, age, veteran status, gender identity or expression, sexual orientation or any other protected class. We encourage applications from all qualified persons.

Individuals with disabilities who require an accommodation to complete the employment process should contact Human Resource Services at [phone], [e-mail] or visit our offices Monday through Friday from 8:30 a.m. to 4:30 p.m. (ET).

Employment with Dickinson College is contingent upon satisfactory completion of a background check, which may include a criminal background check, reference checks, verification of work history, and verification of any required academic credentials, licenses, and/or certifications.

Employees must complete the Form I-9 to document verification of their identity and employment authorization.

Acceptance of a position requires key documentation, including acceptable Form I-9 documents. Physical verification of originals is required.

Background checks are confidential and non‑discriminatory, consistent with state and federal law. The Clery Act requires us to disclose recent crime/incident statistics and security information. Contact Department of Public Safety, Dickinson College, 400 W. North St - Rear, Carlisle, PA 17013 or call (717)-245-1349.