A Technical Support Engineer or Analyst provides technical support as a part of an organization's information technology department, or assists customers with technical issues related to computer or technology products. Helps to maintain company computer and phone networks and troubleshoot problems Helps clients diagnose and solve computer or technology system problems.
Desktop Support Technician - Junior Client / Dept. State of Rhode Island /
University of Rhode Island Work Location:
10 Tootell Road Kingston, Rhode Island - 02881 (Complete onsite)
Expected Duration:
At least 6 Months from projected start date, with possibility of extension Hours per week : 35 hours per week Background check : Comprehensive background check will be conducted before onboarding, if selected.
BASIC FUNCTION
Support instructional technology with faculty in the Teaching and Learning Services team. Maintain and manage educational technology tools and resources while assisting faculty in leveraging learning technology services. Collaborate within Information Technology Services (ITS) and across departments to provide comprehensive support, including training, tickets, and support resource creation. May also support other team staff with projects.
ESSENTIAL DUTIES AND RESPONSIBILITIES
Maintain accessible, user-friendly services and tools. Serve as a TLS support contact for end-users using instructional technology, providing expertise, solutions, and communication of deliverables. Analyze, troubleshoot, and resolve issues with instructional technologies, including the Learning Management System (LMS). Create and deliver training materials and tools for professional development, including support resources such as training videos, knowledge base guides, and website pages. Host in-person and virtual support sessions for end-users. Manage and resolve support tickets efficiently. Stay updated on accessibility laws and integrate compliance into tools and training programs. Ensure project task completion within budget, schedule, and design constraints under the supervision of project leaders. Collaborate with team members to assess user needs and provide support as needed. Run professional development training. Communicate effectively with diverse University stakeholders, ensuring technical clarity and collaborative problem-solving. Maintain ability to adapt to changing priorities quickly. Work both collaboratively and independently with minimal supervision to support end-users and projects. Perform WordPress website updates and minor edits. Create promotional and informational materials, such as fliers and adverts, using Adobe products. Troubleshoot and resolve technical errors in educational technologies. Meet training program and project deadlines.
OTHER DUTIES AND RESPONSIBILITIES
Perform other duties as needed in a fast-paced environment in which technology changes rapidly.
LICENSES, TOOLS, AND EQUIPMENT
Various software and IT tools, computer workstation equipment, internet development tools, terminology, and practices. Microsoft Word.
QUALIFICATIONS
REQUIRED:
High School Degree; Demonstrated problem-solving skills; Demonstrated attention to detail; Demonstrated strong verbal and interpersonal communications skills; Demonstrated proficiency in written communication skills; Demonstrated customer service skills; Demonstrated ability to work independently; Demonstrated experience using content editing tools (MS Word, etc.); Demonstrated ability to adhere to institutional policies, plans, objectives, rules, regulations, and standards and communicate the interpretation to others; and Demonstrated ability to work with diverse groups/populations.
PREFERRED
Bachelor's degree; Demonstrated ability to meet project tasks and deliverables on time; Demonstrated experience with project management tools; Demonstrated knowledge of information technology (i.e., applications, processes, software, hardware, and equipment); Demonstrated experience in higher education; Demonstrated experience supporting faculty; Demonstrated experience in the field of educational technologies; Demonstrated experience supporting a Learning Management System; and Minimum of one year of experience creating and providing training.
