Code
1
PCLS
5293
Pay Grade
Exempt
Yes
ORP
No
EEO Code
3
Title
Technology Support Specialist
Description

The Support Specialist works closely with end users to support classroom applications both on-site and online. Provides training to end users, trouble-shooting and support, analyzes problems and coordinates with Information Technology Staff as needed. Works in a team environment supporting applications, academic content development, and classroom audio video equipment and production systems within the Distance Education department and in alignment with MSU UPP 8-205 Information Resources Use and Security Policy and the MSU Information Security Handbook  This position reports directly to the Director of Academic Outreach and Distance Education with a dotted line reporting responsibility to the Information Technology Operations Manager.

Examples

Provides support to students and faculty on the use of technology for instruction, including the use of the University's learning management system(s), third party software tools, online plagiarism services, and Web-based content creation tools. Documents and escalates technology related incidents to Information Systems that occur in the classroom. Documents and maintains classroom support operations and procedures. Works with approved third party software applications to gather and disseminate necessary support information. Provides training for faculty and students who need assistance with academic instructional technology, both online and in the classroom. Displays good analysis and problem solving skills, accurately analyzes a situation and utilizes creative problem solving. Provides initial diagnosis of computer related software and hardware issues and resolves computer related issues. Perform basic troubleshooting and support for A/V equipment in classrooms. Other Duties as assigned.

Physical Condition

Must be able to move/lift equipment up to 50 pounds.

Experience

Minimum three years' experience in end-user technical support with web applications and A/V equipment required. Technical experience in various computer applications and troubleshooting. Previous customer service experience preferred.

Knowledge

Ability to diagnose software and hardware problems. Ability to provide technical support by e-mail, phone, remote assistance, and face-to-face; professional demeanor and excellent communications skills. Good problem solving and analytical skills. Ability to work efficiently, both with and without direct supervision. Ability to learn the fundamentals of all software products used at the University, including 3rd party systems. Understanding of computer networking technologies and A/V equipment in classrooms. Knowledge of third party solutions, computer applications, multimedia equipment in the classrooms, and ability to analyze and troubleshoot problems to provide general support.

Education

Bachelor's degree or equivalent experience in an academic environment required.

Additional Requirements

Requires the ability to work well with diverse populations and maintain positive working relationships with students, faculty, staff, and the community. Must be able to work a five day schedule during core business hours of 8:00am – 5:00pm. If needed, must be available to work evenings and weekends as directed by the supervisor. **Regular reliable attendance is required.*Designated as a Responsible Employee as outlined by Title IX. *This position is designated as security sensitive (Mod) and requires a criminal background check.

Last Updated 04-20-2020