PC Support Specialist

Santa Clara University•Santa Clara, CA

7d•Onsite

About The Position

The Law Technology Support PC Support Specialist provides computer support to faculty and staff while assisting with other academic projects intended to advance initiatives through technology at the School of Law. This role involves providing Tier 1 technical support, managing the repair and maintenance cycle of computing assets, developing support processes, managing student staff, and coordinating technology onboarding for new faculty and staff. Additionally, the specialist supports the development and execution of technology strategies, ensures the availability and security of technology systems, collaborates with stakeholders to understand technology requirements, and oversees the procurement and maintenance of technology hardware and software. The role also involves monitoring technology trends, coordinating with external vendors, providing documentation, and partnering with building management on technology-related policies. A portion of the role is dedicated to providing technical support for exam administration, including software and hardware support, and creating a knowledge base for common issues.

Requirements

Ability to interact and communicate effectively with faculty, staff and students.
Strong analytical, troubleshooting and problem-solving skills.
Strong computer skills, including word processing, spreadsheet, database programs and email required; ability to learn to use new software is essential.
Strong skills with capturing audio/video and using video editing software.
Knowledge of office procedures, standards and equipment.
Demonstrated leadership and supervisory skills including conflict resolution.
Excellent planning and organizational skills.
Excellent communication skills.
Strong negotiation and interpersonal skills.
Attention to detail and accuracy.
Strong knowledge of academic standards and/or regulatory requirements.
Subject matter expertise for area(s) of responsibility.
Ability to multi-task and manage deadlines.
Appreciation for the mission of a Jesuit University.
Experience equivalent in Higher Education, Information Technology, Communication, or a related field preferred.
Familiarity with IT service management best practices.
A bachelor's degree is preferred, as well as 1-2 years of relevant experience in administration and education, or a combination of education and relevant experience required.

Nice To Haves

Experience equivalent in Higher Education, Information Technology, Communication, or a related field preferred.
Familiarity with IT service management best practices.

Responsibilities

Provide Tier 1 technical support and troubleshooting for law school faculty, staff, and students, including assistance with SCU assigned assets such as software applications, document management systems, e-discovery/AI tools, networking printers & copiers, and other academic technology solutions.
Manage the repair & maintenance cycle of SCU assigned computing assets at the Law School in accordance with Santa Clara University IT.
Execute development of processes and procedures for handling internal law school support tickets; escalating when appropriate to central university IT (Tier 2), train Law Technology Support student staff appropriately.
Manage and delegate daily workloads and task assignments to the Law Technology Support student staff.
Manage the technology onboarding for new faculty and staff, ensuring they are well-versed in the available technology services and resources.
Collaborate with the Associate Director of Law Enrollment and Operations and the Assistant Dean of Finance and Administration on onboarding policies and procedures.
Coordinate arrival dates with administrative services to facilitate seamless onboarding processes.
Collaborate with the Law School Technology Support AV Lead to provide comprehensive training on learning systems and classroom technology.
Utilize (develop as needed) and distribute onboarding materials that cover key technology policies, procedures, and best practices.
Work with Law Student Services to ensure student technology orientation during orientation week, each exam period, and ongoing “brown bag” training sessions.
Provide desktop support and computer deployments for faculty and staff.
Ensure the availability, reliability, and security of technology systems used by the organization, including hardware, software, networks, and databases.
Collaborate with law school stakeholders to understand their technology requirements and provide appropriate solutions.
Support the Law Technology Department lead to oversee the procurement, installation, utilization, and maintenance of technology hardware, software, and related equipment.
In collaboration with senior administration, develop and enforce technology guidelines, procedures, and best practices to ensure compliance with regulatory requirements.
Monitor and analyze technology trends and advancements in the legal industry to identify opportunities for innovation and improvement.
Coordinate with external vendors, service providers, and consultants to deliver technology solutions and support as needed.
Provide up-to-date documentation and submission of knowledge articles on user services topics.
Partner with the Charney Hall building manager to develop and implement building policies and procedures that align with the institutional goals and objectives of the Law School as they relate to technology, communications, and future building planning.
Set operational and administrative goals with the Law Administrative Services and Assessment Office to ensure a high-quality learning and teaching environment.
Manage/Staff Charney Hall Information Technology Services desk as needed.
Work with the Law Technology Support manager and Law Administrative Services to develop and implement new policies and procedures for providing technological classroom support to students, faculty, lecturers, academic centers, and clinics.
Ensure that these policies and procedures align with the law school's overall goals and objectives.
Regularly review and update policies to reflect changes in technology and the needs of the Law School community.
Collaborate with the Director of Assessment to ensure smooth and efficient administration of exams, including technical support for exam software and hardware.
Provide technical support for students during examination periods, addressing issues such as software malfunctions, login problems, and connectivity issues.
Manage development of training sessions and execute training sessions specifically aimed at preparing students and faculty for the use of examination technology.
Create and maintain a knowledge base of common examination-related technical issues and their resolutions to facilitate quick and effective support.
Serve on Law School committees as assigned.
Attend Academic Technology and Media Conferences as needed.
Supervise/mentor Law Technology Support student employees.
Provide guidance to each law school office regarding technological supports, resources and potential academic technology planning.