Technology Services Specialist, Information Technology

Company: Roger Williams University
Location: Bristol
Posted on: April 10, 2025

Job Description:

Company Description:

Remember to check your CV before applying Also, ensure you read through all the requirements related to this role.

At Roger Williams University, students are prepared to be thinkers and doers ready to solve challenging problems with innovative solutions. RWU offers 50 majors and robust offerings of graduate and professional programs across eight schools of study including Rhode Island's only law school, with campuses on the coast of Bristol and in the heart of Providence, R.I. With small classrooms and a focus on undergraduate and graduate research and community engagement, a Roger Williams education blends the strength of liberal arts and professional studies, providing all students with the depth and breadth of interdisciplinary thinking and well-rounded knowledge necessary to succeed in our interconnected, global world. RWU is committed to strengthening society through engaged scholarship so that students graduate with the ability to think critically and apply the practical skills that today's employers demand.

Roger Williams University seeks to recruit and support a broadly diverse community of faculty and staff. We value all races, genders, identities, and abilities. RWU is committed to creating a thriving community that encourages lifelong learning, professional development, and academic innovation.


Job Description:

Roger Williams University Information Technology is hiring for a Technology Services Specialist! Come join a collaborative team, working on a beautiful campus on Narragansett Bay. This position is perfect for someone who is an entry-level candidate with a basic background in technology support and great customer service experience. We offer the support and time to grow and advance your career!

The Technology Services Specialist provides Tier 1 technical support and expertise to students, faculty and staff, while working with student assistants as part of a team that provides technical support via phone, walk-in, web forms, and e-mail for supported applications and IT services. Responsibilities include problem research, identification, resolution, follow-up, routing and escalation, as required. The Technology Services Specialist is expected to actively contribute to the team by working collaboratively, identifying opportunities to improve customer satisfaction, and contributing to an integrated knowledge base.

The Information Technology Department understands and appreciates the important differences all people possess in culture, identity, perspective, and thought. Diversity makes us stronger, both as individuals and as a community. Our pledge is to help create an inclusive culture for all by providing an environment where everyone feels respected and valued.

The Technology Services Specialist operates the Media Tech service desk evenings and weekends and provides Tier 1 technical support and expertise to students, faculty and staff. The Specialist works with student Media Tech Assistants as part of a team that provides technical support via phone, walk-in, web forms, and e-mail for supported applications and IT services. Activities include problem research, identification, resolution, follow-up, routing and escalation, as required. This position works in close cooperation with the RWU user community and other support organizations on campus to resolve issues efficiently and effectively. The Specialist is expected to actively contribute to the team by working collaboratively, identifying opportunities to improve customer satisfaction, and contributing to an integrated knowledge base.

Media Tech Desk Operations Service

Provide Tier 1 technical support and referral for incoming customer requests via phone, email, text, chat, web forms and walk-in customers.
Perform problem research, identification, resolution, follow-up and escalation.
Troubleshoot and track problems with on-site hardware, including computers, printers and scanners including supported applications.
Provide on-site and remote support and training for students, staff, faculty, administration, and outside conference groups in classrooms, labs, and presentation systems.
Perform equipment setup, support, and maintenance/updates for classroom and event equipment such as laptops, computers, cameras, televisions, videoconferencing units and presentation systems. (Currently CES)
Contribute to the knowledge base to ensure the highest quality solutions are available to staff.

Staffing, Scheduling and Training

Assist the Technology Services Leader with oversight of student Media Tech Assistants working evenings and weekends.
Develop and deliver training for all Media Tech staff and student workers, and develop and maintain all training documentation.

Messaging, Communications and Outreach

Assist the Technology Services Leader with marketing and promoting the Media Tech service delivery model.

Additional Functions

Participate in staff development activities related to the position.
Undertake special projects as directed by supervisor or supervisor's designee.




Requirements:

Bachelor's degree in computer, information science or a related field or equivalent experience.
Customer service experience.
Working knowledge of Windows and Apple platforms, as well as, mobile devices.
Effective interpersonal, verbal, and written communication skills.
Experience working independently and on a team.
Understanding of prioritization and time management in a high-volume environment.



Preferred Qualifications

Experience working with a ticketing system.
Experience in a higher education environment.

At the University's discretion, the education and experience prerequisites may be accepted where the candidate can demonstrate, to the satisfaction of the University, an equivalent combination of education and experience specifically preparing the candidate for success in the position.


Additional Information:

Roger Williams University is an affirmative action/equal opportunity employer and committed to a diverse workforce. All applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, or any other basis protected by applicable state and federal law. For information on our Non-discrimination policy, visit here.

RWU prohibits all forms of discrimination on the basis of sex in its education programs and activities and is required by Title IX of the Education Amendments of 1972 (Title IX) and its implementing regulations not to discriminate in such a manner. Complaints of Title IX sexual harassment should be reported to the Title IX Coordinator at the contact information listed below. Details regarding the formal complaint process can be found here: Title IX Sexual Harassment Policy and Procedures. All complaints of sexual harassment will be taken seriously and responded to promptly. TITLE IX COORDINATOR: Dr. Jen Stanley, 1 Old Ferry Road, Bristol, RI 02809 / Phone Number: (401) 254-3123 /Email Address: jstanley@rwu.edu


Application Instructions:

Please attach a resume, cover letter, and list of three (3) professional references.





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Keywords: Roger Williams University, Boston , Technology Services Specialist, Information Technology, IT / Software / Systems , Bristol, Massachusetts