Technology Support Specialist

Calvin University•Grand Rapids, MI

2d•Onsite

About The Position

The primary role of the Technology Support Specialist is to provide advanced end-user technology support for Calvin University faculty, staff, students, classrooms, and university events. This position handles escalated support requests requiring enhanced technical expertise, delivers high-touch support for faculty, staff, VIP, and executive users, and prepares technology for critical university events. The Technology Support Specialist models excellence in service delivery, collaboration, teamwork, knowledge sharing, and professionalism while helping create a responsive and customer-centered support experience.

Requirements

Must be able to learn and support new and fast-changing technologies.
Strong technical troubleshooting skills across Windows, macOS, mobile devices, classroom technology, peripherals, and computer hardware.
Excellent interpersonal skills and the ability to communicate clearly with faculty, staff, students, vendors, and campus partners.
Ability to provide calm, professional, and discreet support for VIP, executive, and high-visibility requests.
Good work habits under pressure, especially during classroom disruptions, critical events, and escalated support situations.
Detail oriented, with strong documentation and follow-through skills.
Ability to prioritize work, manage multiple requests, and collaborate effectively with other IT teams.
Must have a good command of the English language in order to provide effective support.

Nice To Haves

A bachelor's degree from a four-year college or university is preferred.
Two to four years of experience providing technical customer support, classroom technology support, desktop support, event technology support, or equivalent training and/or education are preferred.

Responsibilities

Provide advanced classroom support and troubleshooting, including rapid response to classroom technology issues, audio and display concerns, and other instructional technology needs that affect teaching and learning.
Deliver high-touch faculty and staff support engagements that require careful communication, follow-through, discretion, and a strong understanding of campus technology services and customer needs.
Respond to VIP and executive support requests with professionalism, urgency, confidentiality, and a focus on minimizing disruption to university leadership and critical administrative functions.
Prepare, test, and support technology for critical university events. Coordinate with event stakeholders, colleagues, and campus partners to ensure technology readiness before, during, and after events.
Resolve escalated end-user support requests requiring enhanced technical expertise, including complex hardware, network connectivity, classroom, and peripheral issues.
Create, update, and monitor support tickets, document troubleshooting steps, resolutions, customer communication, and follow-up actions in the incident management system.
Collaborate with HelpDesk, Classroom and Production Technology, Infrastructure Operations, and other IT colleagues to identify root causes, escalate appropriately, and ensure timely resolution of customer issues.
Assist with hardware setup, configuration, deployment, repair coordination, and lifecycle support for university-owned devices and related technology assets.
Identify recurring issues and assist with the creation or improvement of knowledge base articles, support documentation, and operational procedures.
Maintain high standards of communication and professionalism in a fast-paced environment, especially when supporting urgent or business-critical technology needs.
Demonstrate and model a commitment to excellent customer service.
Actively work with colleagues to create a welcoming, inclusive, accessible, and customer-centered environment in which a diverse population of students, faculty, and staff can thrive.
Participate in matrix teams, service improvement efforts, and individual projects as assigned.