Temple University
Technical Support Specialist 1
Temple University, Phila, Pennsylvania, United States, 19117
Grade: T25
The link below will give you information about the University's "T" salary structure.
Click here to view some university guidelines regarding internal transfers, lateral moves and promotions.
Learn more about the "T" salary structure .
A variety of important factors are reviewed by HR when considering salary, including job duties, the applicant's education and experience, all relevant internal equity considerations, department budget, and funding source.
Summary:
The Technical Support Specialist provides high-quality computer-related technical support to a wide range of university constituents electronically, by phone, or in person at the Center City Campus. This person will ensure that all calls/requests for assistance received by Information Technology Services at this location are thoroughly tracked and answered. They will ensure that all requests for assistance are handled as efficiently as possible and know when to escalate urgent issues.
This staff member will provide support for a wide range of classroom technology and respond to requests to solve technical issues/challenges encountered by instructors during class. Often these calls require immediate response as the instructor is in front of a group of students when they ask for assistance. They may also be asked to train faculty in the use of technology in the classroom. Additionally, they may provide on-site technologysupport for staff and faculty located on the Center City and Ambler campuses and TECH Center/computer lab operations.
The ideal candidate will suggest technical solutions that improve the efficiency of technical support operations. They will review documentation for correctness prior to release to supported university constituents. They will actively participate in the testing and evaluation of software or upcoming new platforms. They will have demonstrated ability to research relevant technologies and offer insight into possible use of these technologies, showing that they actively stay abreast of IT support challenges and offerings. Performs other duties as assigned.
This position will report to the IT Director for the Center City and Ambler Campus. Most of the hours will be mid-day to mid- evening and will include occasional weekend events and rotate between campuses as coordinated between the two campus technology supervisors.
Hours - Monday through Thursday, 10:00 AM to 7:00 PM and Friday 8:00 AM to 5:00 PM.
Location will vary; flexibility is required.
Required Education & Experience:
Bachelor's degree and at least one year of directly related technical experience. Demonstrated experience with mobile technology, especially Android and iOS. Experience with PC and Mac system configuration, troubleshooting and software installation. An equivalent combination of education and experience may be considered.
Required skills and abilities
•Proven outstanding customer service, in-person and telephone skills along with the ability to effectively interact with a diverse group of students, faculty and staff.
•Ability to work between campuses.
•Demonstrated ability to interact with others through both oral and written communications.
•Demonstrated analytical and problem-solving skills.
•Strong working knowledge of the Microsoft Office 365 Suite: Word, Excel, PowerPoint, Outlook.
•Ability to work the following days/shifts: Monday through Thursday, 10:00 AM to 7:00 PM and Friday 8:00 AM to 5:00 PM. (weekends, as necessary)
•Demonstrated knowledge of intermediate printing troubleshooting
Preferred
•Knowledge of higher education environment and applications (such as Canvas, Banner, Zoom, MS Teams or other applications such as Video Editing software or Adobe Creative Suite).
Required Background Checks/Clearances:
Will have access to Confidential or sensitive Personal Identifiable Information (PII)? Yes
This position is Onsite
Temple University is committed to a policy of equal opportunity for all in every aspect of its operations, including employment, service, and educational programs. The University has pledged not to discriminate on the basis of age, color, disability, marital status, national origin or ethnic origin, race, religion, sex (including pregnancy), sexual orientation, gender identity, genetic information or veteran status.
Compliance Statement: In the performance of their functions as detailed in the position description employees have an obligation to avoid ethical, legal, financial and other conflicts of interest to ensure that their actions and outside activities do not conflict with their primary employment responsibilities at the institution. Employees are also expected to understand and be in compliance with applicable laws, University and employment policies and regulations, including NCAA regulations for areas and departments which their essential functions cause them to interact.
Temple University's Annual Security and Fire Safety Report contains statistics, policies, and procedures related to campus safety. Click here .
You may request a copy of the report by calling Temple University's Campus Safety Services at 215-204-7900.
The link below will give you information about the University's "T" salary structure.
Click here to view some university guidelines regarding internal transfers, lateral moves and promotions.
Learn more about the "T" salary structure .
A variety of important factors are reviewed by HR when considering salary, including job duties, the applicant's education and experience, all relevant internal equity considerations, department budget, and funding source.
Summary:
The Technical Support Specialist provides high-quality computer-related technical support to a wide range of university constituents electronically, by phone, or in person at the Center City Campus. This person will ensure that all calls/requests for assistance received by Information Technology Services at this location are thoroughly tracked and answered. They will ensure that all requests for assistance are handled as efficiently as possible and know when to escalate urgent issues.
This staff member will provide support for a wide range of classroom technology and respond to requests to solve technical issues/challenges encountered by instructors during class. Often these calls require immediate response as the instructor is in front of a group of students when they ask for assistance. They may also be asked to train faculty in the use of technology in the classroom. Additionally, they may provide on-site technologysupport for staff and faculty located on the Center City and Ambler campuses and TECH Center/computer lab operations.
The ideal candidate will suggest technical solutions that improve the efficiency of technical support operations. They will review documentation for correctness prior to release to supported university constituents. They will actively participate in the testing and evaluation of software or upcoming new platforms. They will have demonstrated ability to research relevant technologies and offer insight into possible use of these technologies, showing that they actively stay abreast of IT support challenges and offerings. Performs other duties as assigned.
This position will report to the IT Director for the Center City and Ambler Campus. Most of the hours will be mid-day to mid- evening and will include occasional weekend events and rotate between campuses as coordinated between the two campus technology supervisors.
Hours - Monday through Thursday, 10:00 AM to 7:00 PM and Friday 8:00 AM to 5:00 PM.
Location will vary; flexibility is required.
Required Education & Experience:
Bachelor's degree and at least one year of directly related technical experience. Demonstrated experience with mobile technology, especially Android and iOS. Experience with PC and Mac system configuration, troubleshooting and software installation. An equivalent combination of education and experience may be considered.
Required skills and abilities
•Proven outstanding customer service, in-person and telephone skills along with the ability to effectively interact with a diverse group of students, faculty and staff.
•Ability to work between campuses.
•Demonstrated ability to interact with others through both oral and written communications.
•Demonstrated analytical and problem-solving skills.
•Strong working knowledge of the Microsoft Office 365 Suite: Word, Excel, PowerPoint, Outlook.
•Ability to work the following days/shifts: Monday through Thursday, 10:00 AM to 7:00 PM and Friday 8:00 AM to 5:00 PM. (weekends, as necessary)
•Demonstrated knowledge of intermediate printing troubleshooting
Preferred
•Knowledge of higher education environment and applications (such as Canvas, Banner, Zoom, MS Teams or other applications such as Video Editing software or Adobe Creative Suite).
Required Background Checks/Clearances:
Will have access to Confidential or sensitive Personal Identifiable Information (PII)? Yes
This position is Onsite
Temple University is committed to a policy of equal opportunity for all in every aspect of its operations, including employment, service, and educational programs. The University has pledged not to discriminate on the basis of age, color, disability, marital status, national origin or ethnic origin, race, religion, sex (including pregnancy), sexual orientation, gender identity, genetic information or veteran status.
Compliance Statement: In the performance of their functions as detailed in the position description employees have an obligation to avoid ethical, legal, financial and other conflicts of interest to ensure that their actions and outside activities do not conflict with their primary employment responsibilities at the institution. Employees are also expected to understand and be in compliance with applicable laws, University and employment policies and regulations, including NCAA regulations for areas and departments which their essential functions cause them to interact.
Temple University's Annual Security and Fire Safety Report contains statistics, policies, and procedures related to campus safety. Click here .
You may request a copy of the report by calling Temple University's Campus Safety Services at 215-204-7900.