IT Computer Lab Specialist I

Liberty University•Lynchburg, VA

5d•Onsite

About The Position

The primary role of the Computer Lab Specialist is to ensure that high-quality customer service is offered at the Computer Lab service desks. This specialist is responsible for staffing the service desks and supporting the technical and general information needs of faculty, staff, students, visitors, and any other customers in the labs. The person holding this position is to serve as a role-modeling mentor for the lab’s student employees. The Computer Lab Specialist works alongside the other labs staff to provide well-rounded support in the labs. This position reports to the Computer Labs Manager and the Computer Lab Specialist Supervisor. ESSENTIAL FUNCTIONS AND RESPONSIBILITIES Staff and supervise the Computer Lab service desks, ensuring consistent and responsive support. Act as a point of escalation for student workers when technical or customer-related issues arise. Collaborate with the supervisor, manager, and other lab staff to address customer service concerns. Monitor and manage ServiceNow requests, tasks, projects, and incidents, ensuring timely updates and resolutions. Maintain a clean, organized, and welcoming lab environment. Complete daily service desk logs during scheduled shifts at the service desks. Provide support to other lab staff by assisting with their tasks and responsibilities as needed. Perform other duties as assigned to support the operations of the computer labs. Escalate/triage tasks due to the need for a higher level of technical ability or customer service skills required. Utilize help request system to document work and customer interaction. Ability to obtain position-specific certifications may include CompTIA Tech+ and other technical certifications as required Strictly adheres to Liberty University policies, representing the University in an exemplary manner. Works effectively as a team member, embracing and fostering LU’s Christian model and Mission – Training Champions for Christ.

Requirements

To obtain LU-approved driver certification, individuals must be 21 years of age or older, possess a valid driver’s license with a minimum of five (5) years of documented driving history, and maintain a clean driving record.
Familiarity with computer hardware, software, operations, and common problems.
Ability to learn new technologies and concepts quickly.
Evident leadership orientation and management skills.
Strong customer service, interpersonal, and communication skills.
Must possess or be able to obtain: Customer Service certifications as required. Technical certifications as required.
Specialist I Highschool Diploma or GED.
In progress of two-year college degree in Leadership, Business, Computer Science, or a related field, or an equivalent combination of education and relevant work experience.
A minimum of one year of experience in a computer lab, technical support role, customer service role, and/or in a related field.
Ability to effectively communicate both verbally and in writing to convey clear, well articulated information.
Ability to understand, speak, and write English in order to convey messages and correspond in an articulate and professional manner.
Possess public communication skills that allow professional representation of Liberty University.
Ability to effectively communicate technical issues in laymen’s terms.
Strong organizational skills.
Excellent computer skills.
Intuitively able to reason, analyze information and events, and apply judgment in order to solve problems of both a routine and complex nature.
Occasionally required to travel to campus locations and off campus locations by walking and/or vehicle.
required to sit to perform deskwork and type on a keyboard.
Regularly required to hear and speak in order to effectively communicate orally.
Regularly required to stand, walk, and climb stairs to move about the building.
Handle materials, reach overhead, kneel or stoop in order to conduct business.
Regularly required to lift and carrying loads of up to 50 lbs and push/pull carts up to 1000lb.
If the employee is required to travel in performing the duties and responsibilities of the position, the use of one’s personal vehicle (or LU vehicles) may be required for travel. Proof of a valid driver’s license, an acceptable DMV record, LU Driving Approval, and liability insurance is required when driving in the performance of the employee’s position.

Nice To Haves

Previous education or professional certifications may be considered in lieu of work experience.

Responsibilities

Staff and supervise the Computer Lab service desks, ensuring consistent and responsive support.
Act as a point of escalation for student workers when technical or customer-related issues arise.
Collaborate with the supervisor, manager, and other lab staff to address customer service concerns.
Monitor and manage ServiceNow requests, tasks, projects, and incidents, ensuring timely updates and resolutions.
Maintain a clean, organized, and welcoming lab environment.
Complete daily service desk logs during scheduled shifts at the service desks.
Provide support to other lab staff by assisting with their tasks and responsibilities as needed.
Perform other duties as assigned to support the operations of the computer labs.
Escalate/triage tasks due to the need for a higher level of technical ability or customer service skills required.
Utilize help request system to document work and customer interaction.
Ability to obtain position-specific certifications may include CompTIA Tech+ and other technical certifications as required
Strictly adheres to Liberty University policies, representing the University in an exemplary manner.
Works effectively as a team member, embracing and fostering LU’s Christian model and Mission – Training Champions for Christ.
Coaching student workers on the performance of their job duties
Contribute to performance evaluations of the lab assistants at least twice a semester.
Actively supervise lab assistant student workers and provide ongoing support to ensure their productivity.