Technology Support Specialist

Job Requisition:

JR101481

Technology Support Specialist (Open)

Department:

CC00396 WM001

| WMUO |

IT Associate Provost's Office Worker Sub Type:

Wage-Continuing (non-benefited)

Job Description Summary:

The Technology Support Specialist serves as the first point of contact for faculty, staff, and students in their use of computers, software, and telecommunications technology. The Specialist allows customers to describe their needs or problems and establishes a course of action leading to a resolution.

Job Description:

The Technology Support Specialist serves as the first point of contact for faculty, staff, and students in their use of computers, software, and telecommunications technology. The Specialist allows customers to describe their needs or problems and establishes a course of action leading to a resolution.

The core responsibilities are:

Provides customer service and support via phone, email, chat, and walk-ins for faculty, staff, and students. Creates detailed and accurate descriptions of customer problems, troubleshooting steps, and resolutions in Cherwell, the university's tool for IT Service Management (ITSM). Documents instructions on a variety of common practices for use within IT and/or campus-wide as needed. Installs/troubleshoots and utilizes a variety of operating systems and software packages to meet customer needs. (Operating systems include the most recent versions of Windows and Mac OS.)

Additional Job Description:

Pay:

Up to $21.50/hour commensurate with experience. All hourly employees are subject to the limitations of the Virginia Manpower Control Program and total hours worked may not exceed, on average, 29 hours per week, over the course of a twelve-month period beginning May 1 each year.

Job Profile:

JP0050

• Information Technology Specialist I
• Nonexempt
• Hourly
• H07

Qualifications:

High School, Provides customer service and support via phone, email, chat, and walk-ins for faculty, staff, and students. Creates detailed and accurate descriptions of customer problems, troubleshooting steps, and resolutions in Cherwell, the university's tool for IT Service Management (ITSM). Documents instructions on a variety of common practices for use within IT and/or campus-wide as needed. Installs/troubleshoots and utilizes a variety of operating systems and software packages to meet customer needs. (Operating systems include the most recent versions of Windows and Mac OS.)

Pay Rate Type:

Hourly Position Restrictions:

EEO is the Law. Applicants can learn more about William & Mary's status as an equal opportunity employer by viewing the "Know Your Rights" poster published by the U.S. Equal Employment Opportunity Commission.

https:

// www.eeoc.gov/know-your-rights-workplace-discrimination-illegal

Background Check:

William & Mary is committed to providing a safe campus community. W&M conducts background investigations for applicants being considered for employment. Background investigations include reference checks, a criminal history record check, and when appropriate, a financial (credit) report or driving history check.

Remote Work Disclaimer:

Remote work eligibility is not guaranteed and is subject to approval. Employee eligibility depends on the likelihood of the employee succeeding in a remote work arrangement and the supervisor's ability to manage remote workers. Departments and/or Human Resources may amend, alter, change, delete, or modify eligibility.