Information Technology Support Specialist

POSITION SUMMARY Reporting to the Helpdesk Manager, the Information Technology Support Specialist is responsible for supporting students, faculty and staff by facilitating classroom technology, trouble-shooting equipment and software issues, and assisting in administrative duties within the operations of the Information Technology Department. Assist with setup, facilitation and troubleshooting of instructor workstations, audio/visual equipment and software, and web conferencing systems to ensure a smooth experience for instructors.

POSITION SUMMARYReporting to the Helpdesk Manager, the Information Technology Support Specialist is responsible for supporting students, faculty and staff by facilitating classroom technology, trouble-shooting equipment and software issues, and assisting in administrative duties within the operations of the Information Technology Department. RESPONSIBILITIESThe essential functions, pursuant to the Americans with Disabilities Act, may include the characteristic duties and responsibilities noted herein, however, this list represents examples only, and is not a comprehensive listing of all functions and tasks performed by positions found in this job description.

• Assist with setup, facilitation and troubleshooting of instructor workstations, audio/visual equipment and software, and web conferencing systems to ensure a smooth experience for instructors.
• Provide basic technical support to faculty and students when connecting to web conferencing system to promote ease of system use.
• Assist with monitoring and assigning Information Technology HelpDesk tickets to maintain timely communication and execution.
• Respond to HelpDesk tickets related to Student Portal, Brightspace, and Student email password resets in a timely manner to promote a smooth and efficient end-user experience.
• Assist in scheduling, data projects, phone calls, and other administrative Information Technology tasks to promote efficiency in department operations.

University-Wide Responsibilities

• Model core organizational beliefs and values; communicate openly and effectively within and across departments. Establish and maintain professional communication and ensure that all interactions are supportive, courteous, and respectful (TKU Social Covenant).
• Utilize effective communication skills to present information accurately and clearly both internally and publicly.

• Participate in professional development activities that are aligned with University, departmental and individual goals.
• Maintain accurate and complete records as required by governing entities (DOE, TRACS, ABHE, etc.); file all physical and computerized reports, records, and other documents required.
• Attend and participate in staff meetings and serve on committees as required.
• Comply with all policies, operating procedures, legal requirements, and verbal and written directives.
• Perform other related duties as assigned.

Competencies:

• Strong customer service aptitude.
• Proficient with Microsoft Office Suite, including Excel.
• Ability to be resourceful and proactive in dealing with issues that may arise.
• Ability to organize, multitask, prioritize and work under pressure
• Willingness to learn and follow IT procedures and guidelines.
• Ability to multi-task and meet deadlines/timeline requirements.
• Experience with MacOS and Windows-based devices (required)
• Basic troubleshooting skills with eagerness to grow technical knowledge
• Excellent interpersonal and communication skills.

 Other Requirements

• Criminal Background Verification
• FERPA

MENTAL/PHYSICAL/ENVIRONMENTAL DEMANDS

• Maintain emotional control under stress
• Lift up to 25 lbs.

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