Technology Support Specialist- Dual Credit & IT Services (Grant Funded)
Temple College
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Job summary
Temple College seeks a Technology Support Specialist for Dual Credit & IT Services to provide technology support to dual credit students, faculty, staff, and partner ISDs. The role acts as a liaison among IT Services, the Dual Credit Department, and ISD partners to ensure access to technology resources for enrollment and success in coursework.
Responsibilities include onboarding, account access, LMS support, troubleshooting, and supporting technology initiatives, with adherence to security
Qualifications
- Bachelor's degree in Information Technology or related field; OR Associate's degree and two years directly related work experience; OR High School diploma/GED and three years directly related work experience in information technology support.
- Experience with educational technology and end-user support in academic environments preferred.
- CompTIA A+ or other industry-recognized technology certification preferred.
Responsibilities
- Diagnose, resolve, document, and track hardware, software, and other technology-related issues.
- Provide technical support to faculty, staff, administrators, and students in person, remotely, by phone, and via email.
- Participate in deployment, configuration, and support of technology systems and software applications.
- Maintain accurate service-request records and support tickets.
- Assist with inventory management and distribution of technology resources.
Skills
Education
Tools
Job description
Under the general supervision of the Executive Director, Dual Credit & High School Partnerships, and the Director of Information Technology Support, the Technology Support Specialist – Dual Credit & IT Services provides technology support services to dual credit students, faculty, staff, and partner Independent School Districts (ISDs).
This position serves as a liaison between Information Technology Services, the Dual Credit Department, and partner school districts to ensure students have access to the technology resources necessary for enrollment, participation, and success in college coursework. The position supports student onboarding, account access, learning management systems, technical troubleshooting, and technology-related student success initiatives while also assisting with institutional technology support responsibilities.
Bachelor's degree in Information Technology or related field; OR Associate's degree and two (2) years directly related work experience; OR High School diploma/GED and three (3) years directly related work experience in information technology support, customer service, educational technology, or related fields.
- Knowledge of D2L, student information systems, and student support technologies
- Experience supporting end users in educational environments
- CompTIA A+ or other industry-recognized technology certification
- Experience collaborating with K-12 school districts
- Experience working with dual credit, early college, or higher education programs
Valid Texas Driver's License or ability to obtain one.
- Diagnose, resolve, document, and track hardware, software, telephone, audiovisual, and other technology-related issues.
- Provide technical support to faculty, staff, administrators, and students in person, remotely, by telephone, and through electronic communication.
- Participate in the deployment, configuration, and support of technology systems and software applications.
- Maintain accurate records of service requests and support tickets.
- Assist with inventory management and distribution of technology resources.
- Issue, track, and manage access control cards, access credentials, and assigned technology resources.
- Support user account provisioning and access management processes.
- Maintain compliance with institutional security standards and technology policies.
- Assist with technology-related audits and documentation as needed
- Work collaboratively with Information Technology Services, Dual Credit staff, Admissions, Advising, Financial Aid, Academic Departments, and other campus departments.
- Participate in onboarding, training, and professional development opportunities.
- Provide backup support for other Information Technology Services functions as needed.
- Assist with departmental events, meetings, and institutional initiatives.
- Assist dual credit students with password resets, account access, and multi-factor authentication (MFA) issues.
- Provide support for student email, D2L, Self-Service, and other college technology platforms.
- Troubleshoot access issues that may impact student enrollment, registration, advising, and coursework.
- Assist students with technology onboarding during orientations and enrollment events.
- Develop and maintain student-facing technology guides and support materials.
- Provide technical support during peak enrollment periods and registration events.
- Serve as a liaison between Temple College Information Technology Services, the Dual Credit Department, and partner ISD technology departments.
- Collaborate with school district technology personnel to resolve connectivity and access issues.
- Coordinate safe-listing of approved websites, applications, and instructional resources utilized by dual credit students.
- Assist with troubleshooting firewall, content filtering, authentication, and network-related issues affecting dual credit programs.
- Support technology implementation and communication for partner school districts.
- Support technology needs for dual credit orientations, open houses, and other student success initiatives and events.
- Assist students with technology setup and account activation during onboarding activities.
- Collaborate with Enrollment Advisors, Student Success Navigators, and Dual Credit Associate Director to identify and remove technology barriers impacting student success.
- Support special projects and grant-funded initiatives designed to increase access and success for rural students.
- Communicate respectfully, constructively, and supportively with co-workers, faculty, staff, students, and visitors across all forms of communication.
- Demonstrate commitment to the team by practicing punctuality, respecting deadlines, engaging in collaborative problem-solving, and maintaining honest communication.
- Build trusting workplace relationships by acting with integrity, courtesy, and professional responsibility, even during demanding production schedules.
- Proactivelymaintaintechnicalproficiencybyparticipatingin approved training opportunities, reading job-related materials, and collaborating with peers.
- Meet all required standards of confidentiality. Maintain clean, organized, and safe work areas.
- Present a clean, professional appearance suitable for an educational environment with frequent students and community interaction, adhering to all safety wear standards.
- As a Temple College Employee, actively support the Caring Campus initiative by engaging in student-centered behavior commitments, providing responsive and accurate assistance to all internal and external community members, and embracing our core values of Excellence, Integrity, Community, and Respect.
- Dual credit policies, procedures, and regulations
- College admissions, financial aid, and academic advising processes
- Student information systems and reporting tools
- Strong understanding and knowledge of Windows and Mac operating systems
- Strong understanding and knowledge of Microsoft, Adobe and other common office software and Internet end-user applications.
- Strong interpersonal and communication skills
- Customer service and student engagement
- Organization and time management
- Ability to manage a high-volume caseload effectively
- Ability to follow established processes and apply training in a field-based environment
- Ability to build relationships with students, schools, and community partners
- Ability to communicate clearly and professionally
- Ability to explain technical subjects to non-technical as well as technical customers
- Ability to analyze/identify problems and recommend solutions
Medium physical activity is required with occasional lifting of objects up to 50 pounds.
Work is performed both on-campus and at partner high schools. Extensive travel is required. Evening and occasional weekend work is expected during peak periods.
A flexible work schedule may be required to align with the ISD schedule. Temple College’s schedule is 8:00 AM to 6:00 PM, Monday through Thursday, with a 1-hour lunch break. 8:00 AM to 12:00 PM on Friday. Summer: 7:30 AM to 6:00 PM Monday through Thursday with a half-hour lunch break This position may require occasional evening hours to support dual credit enrollment activities, student onboarding events, technology implementations, orientations, training sessions, and other college or partner district initiatives. Work schedules may be adjusted as needed to meet departmental and student support needs.
40
TRS only
None
Executive Director, Dual Credit & High School Partnerships, and the Director of Information Technology Support, Technology Support
The following duties, responsibilities, Knowledge, Skills and Abilities (KSA’s), and physical requirements are intended to describe the general nature and level of work being performed. The information listed below is not intended to be construed as a complete listing of all duties, responsibilities, KSA’s, and physical requirements required of this position since changes to the position may occur at any time or additional requirements that may be added over the course of time.
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