Technology Specialist 3

University of Akron•Akron, OH

1d•Onsite

About The Position

Provide comprehensive computer support for the campus community with a focus on providing excellent customer service. Responsible for staying knowledgeable of, and skilled in, the university’s technological environment as established by ITS leadership to ensure timely issue resolution. Provide comprehensive support for device management, software deployment, physical labs, and other technologies while ensuring compliance with the university’s security and performance standards. Evaluate new technology solutions and provide recommendations that enhance the user experience and advance the university’s mission. Supervise student employees and may mentor junior technology staff.

Requirements

Requires 24 months of education or training beyond high school.
Introductory Microsoft Certificate required after 6 months of employment
Requires a minimum of 4 years of experience and/or training in a computer related field that would include hardware, software, and network troubleshooting.
Comprehensive skills with Windows Operating Systems, Microsoft 365 product suite, Microsoft Endpoint Manager, and Adobe Creative Cloud, required.
Knowledge of current computer technology, good problem-solving skills, and good communications both written and oral required.
Demonstrated ability to adapt to new computer technology, perform various troubleshooting and project management functions required.
Functional guidance over student employees including general scheduling, assigning tasks and monitoring work activities.

Responsibilities

Provide direct, professional, and immediate Level 1 and Level 2 support for faculty and staff via in-person or remote access sessions as appropriate.
Respond to technical support tickets.
Diagnose and troubleshoot moderate to complex technical issues, including determining if a problem is hardware, software, or network related.
Escalate issues appropriately after all attempts to resolve an issue have been exhausted.
Manage access to collaboration tools and departmental file repositories.
Provide prompt, accurate, and regular feedback to users.
Prioritize and track multiple open support activities effectively.
Assist departments in evaluating their technology needs and collaborate with ITS engineering teams to develop solutions that meet the department’s mission.
Stay current with new technology implementation and support plans.
Attend training to ensure familiarity with the new technology capabilities and use cases for users.
Provide software training to users as appropriate to ensure the university’s constituents are knowledgeable about the university’s service offerings and the capabilities and functionality of available services and software.
Maintain workstations and associated images, physical labs, and other university technologies using current endpoint management solutions.
Reviews and modifies existing workstation software to ensure software is licensed appropriately, securely patched and supported, improves performance, corrects errors, and adheres to compatibility requirements of the available hardware.
Ensures workstations operate within acceptable specifications by monitoring equipment functions.
Assist the IT Service Desk with triage and support activities as time permits.