Student Tech Support Specialist - OIT

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Description

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.

KEY 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.

MINIMUM QUALIFICATIONS:

• 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.

PREFERRED QUALIFICATIONS:

• Candidates must have 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.
• Preference will be given to candidates with prior experience with IT Service Management tools, staff management, and service desk supervision. Effective communication skills and the ability to interact professionally with a diverse group of clients and staff are critical.
• 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.

NOTE: Position tasks are generally required to be performed in-person at an Emory University location. Remote work from home day options may be granted at department discretion. Emory reserves the right to change remote work status with notice to employee.

Additional Details

Emory is an equal opportunity employer, and qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, protected veteran status or other characteristics protected by state or federal law. 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. Students, faculty, and staff are assured of participation in university programs and in the use of facilities without such discrimination. Emory University complies with Section 503 of the Rehabilitation Act of 1973, the Vietnam Era Veteran's Readjustment Assistance Act, and applicable executive orders, federal and state regulations regarding nondiscrimination, equal opportunity, and affirmative action (for protected veterans and individuals with disabilities). Inquiries regarding this policy should be directed to the Emory University Department of Equity and Civil Rights Compliance, 201 Dowman Drive, Administration Building, Atlanta, GA 30322. Telephone: 404-727-9867 (V) | 404-712-2049 (TDD).

Emory University is committed to ensuring equal access and providing reasonable accommodations to qualified individuals with disabilities upon request. To request this document in an alternate format or to seek a reasonable accommodation, please contact the Department of Accessibility Services at accessibility@emory.edu or call 404-727-9877 (Voice) | 404-712-2049 (TDD). We kindly ask that requests be made at least seven business days in advance to allow adequate time for coordination.