Technology Specialist 3

University of Akron; Akron, Northern (OH, KY); Hybrid; USD 52,000 - 68,000; Full time

Benefits offered by this job

Tuition remission

Flexible Work Arrangement

Job summary

The University of Akron offers a hands-on IT support role focused on delivering reliable, high-quality service to faculty and staff across campus. You will diagnose and resolve a wide range of hardware, software, and network issues while mentoring student employees and ensuring security standards are met.

With 4+ years of relevant experience and strong knowledge of Windows, M365, Endpoint Manager, and Adobe Creative Cloud, you will collaborate with ITS teams to deploy solutions, manage labs, and

Qualifications

• Requires 4+ years of experience in computer troubleshooting across hardware, software, and networks.
• Proficiency with Windows operating systems, M365, Endpoint Manager, and Adobe Creative Cloud.
• Excellent problem-solving and written/spoken communication; ability to adapt to new technologies.

Responsibilities

• Provide Level 1 and 2 support for faculty and staff, via in-person or remote sessions, with ticket response and escalation as needed.
• Assist departments by evaluating technology needs and collaborating with engineering teams to develop solutions.
• Maintain workstations and images, ensure software licensing, patching, and performance alignment with hardware.
• Assist the IT Service Desk with triage and support activities as time permits.

Skills

Windows OS

Microsoft 365

Microsoft Endpoint Manager

Adobe Creative Cloud

Education

Two-year college or vocational training

Job description

Provide comprehensive computer support for the campus community with a focus on providing excellent customer service. Responsible for staying knowledgeable of, and skilled in, the university’s technological environment as established by ITS leadership to ensure timely issue resolution. Provide comprehensive support for device management, software deployment, physical labs, and other technologies while ensuring compliance with the university’s security and performance standards. Evaluate new technology solutions and provide recommendations that enhance the user experience and advance the university’s mission. Supervise student employees and may mentor junior technology staff.

Essential Functions:

• 40% Provide direct, professional, and immediate Level 1 and Level 2 support for faculty and staff via in-person or remote access sessions as appropriate. Respond to technical support tickets. Diagnose and troubleshoot moderate to complex technical issues, including determining if a problem is hardware, software, or network related. Escalate issues appropriately after all attempts to resolve an issue have been exhausted. Manage access to collaboration tools and departmental file repositories. Provide prompt, accurate, and regular feedback to users. Prioritize and track multiple open support activities effectively.
• 30% Assist departments in evaluating their technology needs and collaborate with ITS engineering teams to develop solutions that meet the department’s mission. Stay current with new technology implementation and support plans. Attend training to ensure familiarity with the new technology capabilities and use cases for users. Provide software training to users as appropriate to ensure the university’s constituents are knowledgeable about the university’s service offerings and the capabilities and functionality of available services and software.
• 20% Maintain workstations and associated images, physical labs, and other university technologies using current endpoint management solutions. Reviews and modifies existing workstation software to ensure software is licensed appropriately, securely patched and supported, improves performance, corrects errors, and adheres to compatibility requirements of the available hardware. Ensures workstations operate within acceptable specifications by monitoring equipment functions.
• 10% Assist the IT Service Desk with triage and support activities as time permits.

Additional Position Information:

Required Qualifications:

• Education: Requires 24 months of education or training beyond high school.
• Licenses/Certifications/Requirements: Introductory Microsoft Certificate required after 6 months of employment.
• Experience: Requires a minimum of 4 years of experience and/or training in a computer related field that would include hardware, software, and network troubleshooting. Comprehensive skills with Windows Operating Systems, Microsoft 365 product suite, Microsoft Endpoint Manager, and Adobe Creative Cloud, required.
• Knowledge of current computer technology, good problem-solving skills, and good communications both written and oral required. Demonstrated ability to adapt to new computer technology, perform various troubleshooting and project management functions required.
• Leadership: Functional guidance over student employees including general scheduling, assigning tasks and monitoring work activities.

Physical Requirements:

Moderate physical effort required involving long periods of standing, walking on rough surfaces, bending and/or stooping; periodic lifting of moderately heavy items (over 25 lbs. -- 50 lbs.).

Working Conditions:

Standard working environment with possible minor inconveniences due to occasional noise, crowded working conditions and/or minor heating/cooling or ventilation problems. Near continuous use (>70% of the time) of a video display terminal.

Compensation:

The compensation for this position is commensurate with experience

FLSA Status (exempt/nonexempt):

United States of America (Exempt)

Union Affiliation (if applicable):

Background Check Statement

The University of Akron is committed to providing a safe environment for all students and employees. The University endeavors to protect the health, welfare and safety of all students, employees and visitors on our campus. As such, all offers of employment with The University of Akron are contingent upon verification of credentials, and satisfactory completion of a criminal background check. Some positions may require additional credit investigation and a pre-employment driving record search.

Non-Discrimination Statement

The University of Akron is an Equal Education and Employment Institution. View our Non-Discrimination Statement for more information.

Equal Opportunity Employer, including disability/veterans.

State of Residence Statement

It is the expectation of the University of Akron that all work performed as an employee of the University will be performed in Ohio.

The University of Akron empowers our people to flourish by delivering an applied and community-connected educational experience and cultivating research excellence. Leveraging our passion and expertise, we create innovative academic opportunities, support the well-being of our students and employees, and prioritize community embeddedness and engagement to impact lives through transformative experience. Through this focus, UA aspires to be the leader in community-focused higher education. The University of Akron is a lifelong learning partner, recognizing and valuing diverse learning experiences and combining traditional classroom experiences with innovative and robust approaches. As Zips, we prioritize the well-being of our students and employees, cultivate a culture and community where all can flourish, and act as responsible stewards of our resources and infrastructure by leveraging data to differentiate our processes and systems. We leverage our urban campus as a responsive and reliable partner to identify and meet the needs of the region. We intentionally contribute to economic and workforce development and civic life through research, innovation and engagement to provide community-embedded experiential learning opportunities that will enhance the UA experience for all students.

We welcome candidates who are passionate about shaping and inspiring the next generation of thinkers, experts, artists and leaders. For more information about The University of Akron or the Akron community please visit our About UA page.

The University of Akron offers a competitive total compensation package comprised of a competitive salary and comprehensive benefits for eligible employees including medical, dental, vision, short and long-term disability, life insurance, and paid leave of absences including time off for illness, vacation, and maternity or paternity leave. In addition, eligible employees and their dependents are provided tuition remission. All staff and eligible non-bargaining unit faculty have the option to request a Flexible Work Arrangement (FWA). The University of Akron participates in state retirement systems and offers alternative retirement options with competitive employer contributions. Optional investment opportunities are available including deferred compensation programs (403(b) and 457(b)). Please visit our benefits home page for more information.