Fast Facts
West Chester University is seeking a Technology Specialist to provide top-notch IT support to its diverse campus community, ensuring effective resolution of technical issues and contributing to user satisfaction.
Responsibilities: The Technology Specialist will work collaboratively with users to resolve technical issues, develop functional specifications, create and maintain documentation, and conduct system monitoring and troubleshooting.
Skills: Required skills include knowledge of IT concepts, troubleshooting techniques, application development, and customer service, along with experience with higher education software and service desk systems.
Qualifications: Candidates should have at least one year of IT experience or relevant education in an IT field, with strong customer service skills and a good understanding of information technology concepts and practices.
Location: USA
Compensation: Not provided by employer. Typical compensation ranges for this position are between $45,000 - $65,000.
Join a vibrant campus community whose excellence is reflected in its diversity and student success. West Chester University of Pennsylvania's Office of Academic Enterprise Services invites applicants for the position of Technology Specialist.
The shift available is Monday to Friday 8:00 a.m. - 4:30 p.m.
West Chester University, a member of the Pennsylvania State System of Higher Education, is a public, comprehensive institution committed to offering high-quality undergraduate education, selected post-baccalaureate and graduate programs, and a variety of educational and cultural resources for its students, alumni, and citizens of southeastern Pennsylvania. We are a community of educators dedicated to developing graduates who succeed personally and professionally and contribute to the common good.
WCU proudly offers a positive and purposeful work environment; comprehensive employee benefits including health, vision, and dental insurance along with many wellness programs; a commitment to work-life balance including generous paid vacation, paid sick time, military leave and paid time off for most major holidays; and a University mission to support employee personal and professional growth including a tuition waiver for self and family members, training and development, and advancement opportunities.
As a key Academic Enterprise Services team contributor, the Technology Specialist serves as the first point of contact for system issue triage; works independently to provide analysis of user reported problems; assists student, faculty and staff users to resolve issues; provide exceptional service across the campus community.
The ideal candidate will demonstrate customer service experience, experience diagnosing and resolving problems in response to customer reported incidents; experience working with diagnostic utility programs used to troubleshoot; the ability to effectively communicate with diverse constituents; and the ability to maintain technical knowledge and keep up with rapid changes in technology.
Responsibilities include:
- Collaborate with end-users and systems analysts regarding university reporting and data needs
- Work with clients in developing functional specifications to meet their needs
- Create and update technical and functional documentation for team and university use
- Develop, test and implement changes to Enterprise Applications, including SIS, document management, and CRM
- Create and maintain external source interface data/reports including SAT score processing
- Monitor system functions and process to identify and resolve errors
- Provide system users with data extracts, queries and reports using database tools including military reports and other ad hoc reporting requests
- Partner with team and division members to discover and utilize professional development opportunities
- Monitor incoming requests and processes
- Update technical, business process, and security documentation
- Coordinate project processes and update project documentation and communications
- Escalate critical and time-sensitive issues appropriately
- Maintain detailed work notes for troubleshooting procedures
- Perform other duties as assigned
- One year as an Information Technology Trainee or Information Technology Technician:
OR
- One year of information technology experience in applications development or applications maintenance, networking or desktop services, web site development or web site design, or other information technology support/administration services, and an associate's degree in any information technology field;
- OR
- Three years of information technology experience in applications development or applications maintenance, networking or desktop services, web site development or web site design, or other information technology support/administration services;
OR
- An equivalent combination of experience and training
Required Knowledge, Skills, and Abilities:
- Knowledge of information technology concepts and practices
- Knowledge of the component parts of personal computers, peripherals, servers, and their associated functionality
- Knowledge of the functions and capabilities of hardware and software
- Knowledge of troubleshooting techniques
- Knowledge of the use and interpretation of diagnostic utility programs used in troubleshooting problems
- Knowledge of networking concepts
- Knowledge of application development concepts
- Knowledge of database concepts
- Knowledge of web development concepts
- Knowledge of the principles of information technology project management
- Knowledge of information technology security principles
- Knowledge of research principles and techniques to identify business requirements and solutions to problems
- Knowledge of hardware and software testing methods
- Knowledge of the principles and techniques of information technology documentation
- Knowledge of information technology systems performance monitoring techniques
- Ability to analyze business processes to identify functional requirements
- Ability to read and interpret technical materials such as specifications, technical manuals, and other project documentation
- Ability to identify correct logic relationships and statements
- Ability to analyze information in order to diagnose and troubleshoot technical problems
- Ability to communicate effectively orally
- Ability to communicate effectively in writing
- Ability to establish and maintain effective working relationships
- Customer service experience
- Experience using higher Education Software (Ellucian Banner Products, Slate CRM, OnBase, etc)
- Experience using Knowledge of Service Desk Systems (ServiceNow, Remedy, Service Desk Plus)
