Student Tech Support Specialist - OIT

Emory • Atlanta, GA

1d • Hybrid

About The Position

The Student Digital Life team (SDL) specializes in student technology services and technology-rich learning spaces. Our offerings include the EaglePrint student printing service, Student Tech Support (technical assistance for student-owned devices), the Computing Center at Cox Hall (a student-focused, collaborative learning space housing the TechLab and ArtsLab makerspaces), computer workstations within libraries, video- and audio-production studios, and other specialized labs. SDL is part of Academic Technology Services (ATS) within the Office of Information Technology (OIT). Beyond overseeing STS front desk operations and directly supervising the tech support services of frontline student staff, the Student Technology Support Specialist plays a critical role within the larger Computing Center at Cox Hall, helping to ensure operational excellence, strengthen safety oversight, model exceptional customer service and technical troubleshooting, repair and maintain tools and equipment, and bolster the training and ongoing mentorship of the Center’s student staff. Specifically, the Student Tech Specialist expands on-site student staff supervision between the hours of 12pm and 8pm, Mondays through Thursdays, and from 10am to 6pm on Fridays, throughout the academic year (summer hours may shift to weekdays, 9am – 5pm). Weekend shifts during back-to-school periods in August and January, as well as occasional additional hours to cover special events or staffing gaps may also be required. The Student Tech Specialist also works closely with the primary coordinators of Student Tech Support, TechLab, ArtsLab, and the Computing Center to identify and implement service improvements, research and recommend emerging technologies, and develop and deliver new programming, such as technical workshops and outreach events. This position may also create knowledge base articles, self-service reference guides, and other internal or external materials. As part of the Student Digital Life (SDL) technical services team, this position will also work with fellow SDL staff to help support the technology and services within the Woodruff Library Learning Commons, the Health Sciences Center Library Learning Commons, and other SDL labs and print hubs on an as-needed basis.

Requirements

• A bachelor's degree and two years of experience in supporting computers, mobile devices, and/or video technologies, and equipment OR an equivalent combination of education, training and experience.
• Proficient knowledge of current hardware and software packages in multiple operating systems (Windows, Mac), as well as computer network troubleshooting skills, hardware diagnosis experience, and computer and network security protocols.
• Effective communication skills and the ability to interact professionally with a diverse group of clients and staff are critical.

Nice To Haves

• Prior experience with IT Service Management tools, staff management, and service desk supervision.
• Some evening and weekend work may be required, especially at the start of academic semesters.
• Some heavy lifting of items up to 50 lbs. may be required.

Responsibilities

• Working within the Computing Center at Cox Hall, the Student Technology Support Specialist manages the daily, in-person operations of the Student Technology Support desk (STS), providing walk-up technical support for all student personal devices, such as: Wi-Fi configuration on capable laptops and assistance with devices that do not support EAP-TLS Enterprise authentication Operating system, hardware driver, and software installations, updates, and troubleshooting Virus/malware detection, remediation, and prevention Diagnosis of hardware problems and repair assistance
• Analyzes, designs, recommends and implements divisional and school-wide efforts in specialized and advanced technologies that support the teaching and learning mission of the University.
• Consults with faculty to implement system enhancements and modifications.
• Provides system administration for academic systems and applications to ensure operability of services and provide a highly available, secure and robust academic technology infrastructure.
• Conducts advanced-level troubleshooting to mitigate impact of equipment failures and improve processes.
• Reviews and creates user guidelines and standard operating procedures for supported hardware infrastructure and academic applications.
• Evaluates diagnostics and monitoring tools, making recommendations on how to prevent incidents and outages.
• Designs and implements preventative maintenance processes and procedures.
• Leads software upgrades and equipment replacements to ensure system operability and up-to-date standards are met.
• Analyzes and shares data with staff and departments on repair and maintenance activity and associated expenses to assist with future planning.
• Researches software and hardware systems to build staff competencies and efficiencies and to ensure service level standards are met.
• Advises and consults with faculty to recommend best practices in classroom and instructional technologies.
• Assists in training student staff to provide agreed-upon and monitored service levels.
• Configures and maintains images and/or systems to ensure computers have up-to-date supported software and are properly secured.
• Prepares, organizes and deploys hardware upgrades and replacements.
• Develops and coordinates one-on-one and group training sessions to educate faculty, staff and students.
• Partners with vendors and departments on technology design.
• Performs related responsibilities as required.

Benefits

• Emory University does not discriminate in admissions, educational programs, or employment, including recruitment, hiring, promotions, transfers, discipline, terminations, wage and salary administration, benefits, and training.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level