Technology Resource Specialist CL9994

The Technology Resource Specialist supports Stetson University by offering continuous support to all Stetson users who ask for assistance, identifying and resolving the issues experienced by the users, and following user requests through completion. Serving as a member of the Information Technology (IT) Team, the Technology Resource Specialist will serve as the first point of contact for assistance with access to Stetson resources, authentication, password management, security, classroom problems, and all other technology issues university-wide. In alignment with Stetson’s Strategic Priorities, the Technology Resource Specialist will keep up with the extremely high demand for technology services due to the continuous increase in reliance on newer and ever-changing technology, and all modes of technology-related resources.

ESSENTIAL JOB FUNCTIONS AND RESPONSIBILITIES: Employment duties include, but are not limited to:

• Provide professional customer service and timely resolution or escalation of issues related to both hardware and software problems for faculty, staff, and students under the supervision of the Assistant Director of User Services
• Track and manage problem calls until complete resolution has been attained while accurately and consistently documenting all work
• Deliver excellent customer service by responding to requests in person, on the phone, via email, or remote connection in a timely, polite, and professional manner
• Provide support for end users, workstations, applications, and system support
• Work with faculty, staff, and students to troubleshoot and resolve technology related hardware and software problems
• May require work hours outside the normal University schedule
• Perform other site and position specific functions as assigned