What are the responsibilities and job description for the Technology Support Tech position at Winston-Salem State University?

Position Details

Classification Information

Position Classification Title

Technology Support Technician

FLSA

Non-Exempt

Position Class

12247

Position Overview

Position Summary

This individual manages the information commons (1st floor West wing) Sunday through Thursday 4 pm to closing. The technical support technician assists patrons with their technical, hardware and software needs. Maintains the laptops and other supporting equipment; maintains an inventory of the laptops in the building and provides accurate reports to the computer systems administrator at the end of the workday.

Provide assistance to library patrons with library hardware and educational software during evening service hours.

Maintain statistical data for the services provided; make monthly reports to the appropriate persons.

Check all meeting rooms to ensure that equipment has been turned off and laptops have been returned to their charging stations.

Assist patrons with media assignments; using the LCD panels problems Movie maker and other media production software during evening service hours.

Assist patrons with downloading/copying information from electronic resources; or e-mailing files to themselves.

Assist with keeping computer hardware operational during evening and week-end service hours.

Assist with inspecting laptops and recharging the batteries.

Instruct users on how to use new or upgraded computer applications and hardware.

Maintain an inventory of public laptops and accessories. Produce timely reports on the inventory that is available.

Maintain the print management system throughout the building. Ensure that the printers are functioning effectively; Assist with providing the needed supplies and service to the Xerox machine.

Help media staff maintain the collection, clean and repair DVDs; inspect and rewind video tapes as needed.

Primary Function of Organizational Unit

The Library supports and enhances all Winston-Salem State University programs through its relevant, diverse, and current local collection and through resources beyond the library via interlibrary loan and various electronic services. Information requirements of distant users are met. The staff instructs and assists users with all aspects of library services to foster and instill life-long learning. A readily accessible computerized index is maintained of all library holdings and other appropriate records. Sufficient auxiliary services and equipment are maintained at all times to respond to user needs. The staff strives to preserve resources and provide for archiving of university records and related documents.

Position Information

Position Number

007043

Competency Level

Contributing

Working Position Title

Technology Support Tech

Building and Room No.

O’Kelly Library, Room 114

Work Hours: From [time] to [time] on [days] of [week]

4:00pm-1:00am

Hours per week

Months per year

Appointment Type

Permanent Full-Time

If Time Limited.

Appointment Length.

DHR Assigned Fields

FTE

Requirements and Preferences

Position required to work during periods of adverse weather or other emergencies

Not Mandatory

Position required to work On-Call/Emergency Callback

Minimum Experience/Education

Graduation from high school and one year of experience in the field of technology related to the position’s role. Coursework in computer or information technology may be substituted year for year for the required experience

Preferred Years Experience, Skills, Training, Education

Planning and Organizing: Ability to work independently on routine /non-complex tasks. The applicant should be able to troubleshoot hardware and software problems; solve basic problems such as reconnecting computers to network wireless environment; saving documents to flash drives and e-mailing documents to the individuals e-mail address. Applicant must be able to work independently and have the prerequisite skills and knowledge because they are the technical support personnel from 4:00 p.m. to 1:00 am Sunday through Thursday. Project Management: Ability to participate as a productive project team member by completing assigned routine tasks. The applicant should be able to receive and complete assignments independently such as ghosting computers, maintaining the inventory records of library computer equipment or providing basic instructions to staff and patrons on how to use equipment or software. The applicant should be able to maintain the instructional and public computers in good working condition Install, operate and maintain new hardware and software applications, and ensure computer operation is consistent with current library policies and practices. Maintain a routine inspection of computers, printers, scanners and technical equipment to ensure equipment is functional at all times. Register patrons and maintain accurate statistics for the services provided Technical Knowledge: Understanding of basic troubleshooting techniques and principles. Applicant should have knowledge of wireless servers and switches, Intel processors, Vista, and Windows operating systems; Black Board, Front Page, Adobe Suite, Dream Weaver etc And other instructional software used at the university Technical Solution Development: Knowledge of and may serve as a technical resource for basic solutions to clients. Assist patrons with university deployed software such as Microsoft Office Suite, Adobe Photo Shop, as well as Blackboard. Assist patrons with accessing library network resources when they are on and off campus. Manage and troubleshoot pay for print workstations. The applicant should be able to read technical manuals and help students navigate other specialized instructional software installed on library equipment. Install, operate and maintain new hardware and software applications, and ensure computer operation is consistent with current library policies and practices. Set-up and breakdown equipment used for room reservations and library instruction classes after 5 p.m. Technical Support: Ability to solicit relevant information from client in order to sufficiently describe non-routine problems to technical expert, and effectively communicate solution to client. The applicant should be able to communicate effectively with individuals in the library and persons who call seeking assistance. Questions can range from how to use any of the Microsoft Office Suite to access BlackBoard and download files. The applicant should have a excellent background in software and hardware management Maintain a controlled and secured network/computer environment at all times. Consultancy Skills: Ability to determine client needs and effectively communicates back to technical experts. Assist evening staff members with proper handling and storage of computer peripherals and devices.

Required License or Certification

BS in computer science with a concentration in hardware and A , Network and or MCP with 3-5 years full-time work experience is required. An associate degree in hardware with A , Network and or MCP with 5-6 years full-time work experience can be substituted for the bachelor’s degree.

Valid US Driver's License

Commercial Driver's License Required

Physical Required

List any other medical/drug tests required

Posting Details

Posting Number

SPA00973P

Internal Posting Only

Time Limited Position

Appointment Length

12 months

Salary

$36,094.00 - $44,008.00

Open Date

02/13/2025

Close Date

02/27/2025

Open Until Filled

Special Instructions Summary

Special offline application instructions – always update

Please Note: A criminal background check will be conducted on candidate finalist prior to the offer of employment.

If no applicants apply who meet the required competency and T&E requirements, then management may consider other applicants. Salary would be determined based on competencies, equity, budget, and market considerations.

Resumes will not be accepted in lieu of completing an electronic application. The application must be competed in full detail (including work history) for your qualifications to be considered.

Failure to complete the application completely may result in you not being considered for the vacant position.

Your application for the position will not be complete until you receive an online confirmation number at the end of the process of applying for a position.

Winston Salem State University is an equal opportunity and affirmative action employer. All qualified applicants will receive consideration for employment without regard to race, color, national origin, religion, sex, gender identity, age, sexual orientation, genetic information, status as an individual with a disability, or status as a protected veteran and National Guard.

If you have general questions about the application process, you may contact Human Resources at OHR@wssu.edu. Individuals with disabilities requiring disability-related accommodation in the application and interview process, please call 336-750-2834