Technology Support Specialist

Overview

We are seeking an enthusiastic, self-directed problem-solver who can provide software and hardware service desk support for students and employees on Mary Baldwin University’s two campuses. Reporting to the Office of Information Technology, Technical Services Manager, this position supports client hardware and software for faculty, staff, and university-owned student use computers at Mary Baldwin University main campus as well as Murphy Deming College of Health Sciences campus. Technology Support Specialists receive, prioritize, document, and ultimately resolve end user technology related help requests.

Primary responsibilities will be, but not limited to, end-user support of hardware, software, printers, and other IT related equipment; scheduling and managing upgrades, resolving hardware and software issues; installation and maintenance of desktop and laptop software; providing walk-in, email, and telephone support, including off-hours support, and loaned equipment checkout and support management. The position also provides support for various campus-wide software such as the Canvas learning management system. This position will also be responsible for supporting classroom technology and occasional onsite livestreaming events.

Strong written and verbal communication skills coupled with organizational and problem-solving skills are essential. Must be a team player with the ability to assist, provide direction, support, and guidance to others. Technology Support Specialists will help supervise, train, and mentor student employees.

This position requires 35 hours/week, performance of duties via home internet access when asked, and may require occasional weekend or evening hours.

About MBU

Mary Baldwin University is a private university enrolling nearly 1,800 students at the undergraduate and graduate levels on campuses in Staunton and Fishersville, Virginia, and online. Since 1842, this intimate learning environment has allowed students to cultivate strong connections with faculty, staff, and peers. With a rich
history of access and innovation, MBU prepares the diverse leaders of the future in fields ranging from health sciences, creativity and culture, business and technology, and education and society. The university is organized into three academic colleges: the Gold College of Arts and Sciences, the Murphy Deming College of Health Sciences, and the Palmer College of Professional Studies.

One of the Most Diverse Campuses in the Nation

With 60 percent of undergraduate residential students being Pell-eligible, 50 percent students of color, and 40 percent first generation, Mary Baldwin is among the most diverse campuses in the country. MBU fosters a vibrant and inclusive campus community, where students feel a strong sense of belonging, acceptance, support, and empowerment. 

Responsibilities

• Analyzes information to develop alternative solutions involving complex problems.
• Interprets guidelines to make decisions, makes recommendations for decisions outside of guidelines.
• Interprets and implements policies/procedures to achieve business results. Makes recommendations for the development of new procedures.
• Develops time estimates for assigned tasks, reports progress against plan.
• May lead small project teams and provide quality assurance support.
• Coordinates with others within the department to ensure that reported issues are being resolved.
• Represents the organization in providing solutions to complex issues associated with specific projects.
• Performs hardware and software repairs and upgrades and computer imaging,
• Troubleshoots technical issues and escalates complex problems to appropriate support teams for resolution, including analysis of trends for escalation.
• Plans and executes allotted work within deadlines and maintains records of daily tasks.
• Helps manage inventory of software and hardware components.
• Maintains accurate documentation for system installations, configurations, and upgrades, including self-help documents for customers.
• Set up and operate hardware for occasional livestream events.

General Skills:

• Self-motivated and enthusiastic with a demonstrated ability to learn new technologies and concepts quickly.
• Strong interpersonal and customer service skills
• Attention to detail.
• Ability to multi-task, self-organize and self-start.
• Strong technical writing skills.
• Ability to positively contribute in a team environment.

Technical Skills:

• Demonstrated ability to support Windows and MacOS operating systems.
• Demonstrated ability to support Office 365, Google apps, VOIP phone system and other University applications.
• Understanding of Active Directory, ticketing, and asset management systems
• Demonstrated ability to support classroom hardware and software.
• Demonstrated ability to manage and support campus audio and visual display systems.
• Preferred: familiarity with Microsoft Intune and JAMF Endpoint management.
• Preferred: Knowledge of livestreaming and OBS.

Qualifications

Education/Experience:

• Bachelor’s degree or equivalent education/experience
• Minimum 2 years’ experience in service desk support
• Preferred certifications (CompTIA A+, MOS, HDI Support Center Analyst, others as required)
• Previous education or professional certifications may be considered in lieu of work experience.

Benefits and Other Information:

The university offers excellent comprehensive benefits which include paid vacation and sick leave,  in addition to 15+ paid holidays a year and affordable health insurance. We care about the overall wellbeing of our employees and offer a tuition benefit which provides tuition discounts for faculty/staff, children, and spouses on MBU courses.

To Apply

Interested candidates should send a cover letter and resume to Mike Dunaway, Sr. Director of Information Technology, at mdunaway@marybaldwin.edu.