Technical Support Specialist, Information Techn… Position Available In Bristol, Rhode Island

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Company:
Roger Williams University School of Law
Salary:
JobFull-timeOnsite

Job Description

Professional and Clerical Information Technology

Locations:

Bristol, RI

Posted:

Jun 10, 2025

Closes:

Open Until Filled

Type:

Other
Ref. No.:2276
Position 

ID:

189051

About Roger Williams University:

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. To learn more about Roger Williams University’s commitment and support of diversity and inclusion, please visit .

Job Description:

Under the direction of the the Technical Services Manager, the Technical Support Specialist, Information Technology performs a variety of technical duties. Hardware and Software Support Troubleshoot, service, maintain, and repair computers, printers, peripherals, and other electronic equipment for faculty and staff. Diagnose system failures and isolate faulty parts. Repair or replace parts as needed. Work with various computer hardware and software vendors during repairs. Use the image deployment server to deploy windows images to all PC computer hardware. Using the Department’s ITSM tool, effectively and efficiently respond to, update, and manage incidents and service request calls. Annual Refresh Project Perform annual computer refresh upgrades for faculty, staff, physical and lab environments, and classroom computer hardware. Responsible for scheduling upgrade deployments with faculty and staff. Collaborate with desktop support team on computer installations to academic labs. Endpoint Management and Security Support Maintain accurate computer inventory hardware and software records, using JamfPro for Apple environment, and Kaseya for Windows environment. Prioritize and respond to antivirus incidents as soon as they are reported. Responsible for assigned staff and faculty office computer equipment and computer lab equipment relocation requests. Installation and Maintenance Provide daily upkeep and maintenance of desktop computers, printers, peripherals, and associated software for the University community. Install computer hardware and software and associated hardware. Perform computer imaging. Ensure systems are operational. Interact with users and advise supervisor of user needs as necessary. Respond to user requests. Additional Functions Under the guidance of the Technical Services Manager, continue development of technical skills and certifications for both hardware and software. Participate in regular professional development activities and keep abreast of the constantly evolving skills necessary for academic technology support. Provide on-site technical support and setup for special events and conferences. Provide staff and faculty tech support for specialized computer setups and hardware and software recommendations. Regularly participate in projects and work streams in Desktop Support Services, sometimes taking the lead. Research, and be familiar with, new and emerging technologies, making recommendations to faculty and staff. Provide back up for other members of the Department as needed. Build relationships with the campus community to foster and promote departmental services. Respond quickly to changing service needs or unexpected technical issues solutions on-site or with remote access tools to customers with as little productivity disruption as possible. Work on other projects within the IT department, as requested. Recognize potential customer conflicts, quickly de-escalate, and notify management.

Requirements:

Associate’s Degree in Information Systems. Two years experience providing end-user technical support. Experience supporting enterprise-level end-user services such as file, print, network, and authentication/identity systems. Experience supporting, macOS, Windows, and mobile device platforms (iOS/Android), including core software/services used at RWU (MS Office Suite, Google Apps, ticketing systems, streaming apps, videoconferencing, and others). Demonstrated ability troubleshooting related technology peripherals and endpoint devices such as printers, mobile hardware, and other devices. Ability to create effective technical user documentation. Excellent customer service skills, including effective written and verbal communication, technical follow-through, personal organization, and prioritization. Demonstrated ability to work as part of a group, and as a member of a project team, to promote a positive, collaborative, and inclusive work that supports organizational priorities. Resourceful when individually investigating new technical challenges. Ability to work independently to manage time effectively, multitask, and prioritize personal and team workflow in a high-volume environment. Proven ability to analyze, troubleshoot, and problem-solve complex technical issues as well as recommend appropriate technology solutions for complex user problems. Preferred Qualifications Bachelor’s degree in Information Systems or a related field. Experience in support, both desk side and using remote support tools. A+ and Network + certification. One year of experience installing and supporting PC and Mac desktop and laptop computer hardware and software. Experience working in Higher Education.

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