"Alerted.org

Shenandoah University’s Office of Information Technology is accepting applications for a Technology Support Staff I. This is a full-time benefited position located on our main campus in Winchester, Virginia.

Position Overview:

Shenandoah University is seeking a skilled and highly motivated Technology Support Staff to provide technology support to the SU community and maintain classroom technology.

Reports to: Help Desk Manager

Supervisor Responsibility: Work Studies

Key Responsibilities:

+ Oversee the student IT workforce, including the development of comprehensive training programs and technical workshops.

+ Perform core technical tasks such as password resets, software installation/uninstallation, printer connectivity, wireless connectivity and troubleshooting for macOS, iOS, iPadOS ,Windows OS, and standard applications (e.g., MS Office, Google Workspace, Adobe Creative Cloud).

+ Maintain positive customer service response in surveys, emails, and verbal interactions.

+ Adhere to university and department attendance policies, including punctuality for shifts and transparent communication regarding attendance.

+ Maintain precise and thorough ticket logs, detailing the scope of the issue and the steps taken toward resolution.

+ Ensure accurate asset tracking and categorization within the ticketing system.

+ Communicate with users professionally and promptly, applying the appropriate level of urgency and following up consistently until the issue is resolved.

+ Other duties as assigned by OIT leadership.

Other Responsibilities:

+ Stay current with emerging technologies and recommend updates or changes.

+ Represent the university in meetings and conferences related to educational technology to enhance knowledge and integrate best practices.

+ Adhere to the university and department attendance and punctuality policies (including start times, breaks, and shift completion) and updating attendance status in Slack Channel. Follows all required procedures for requesting planned time off and reporting unplanned absences.

Required Skills

Candidate Requirements:

+ College degree preferred, but not required; relevant experience will be considered in place of a degree.

+ Experience in an educational institution or similar setting.

+ Extensive experience with technology and willingness to learn new technologies.

+ Demonstrated project management experience, including leading technology projects from inception to completion.

+ Ability to manage multiple projects simultaneously and adapt to changing priorities.

+ Strong analytical skills to assess technology needs and propose effective solutions.

+ Commitment to fostering a collaborative, customer-centric work culture.

Additional Skills and Traits for Success:

+ A positive attitude with resilience in high-pressure situations while maintaining professionalism.

+ Critically looking at systems and processes to identify issues and propose solutions is welcome and necessary, gossiping and excessive complaining is not.

+ Strong customer success orientation with exceptional problem-solving and troubleshooting abilities.

+ Excellent communication skills, capable of conveying technical concepts in simple, user-friendly terms.

+ Dedication to serving both teammates and customers with a focus on collaborative problem-solving.

+ Work closely with the supervisor to align with team goals and objectives.

+ Flexibility to provide support through multiple channels including in-person assistance, phone, chat, ticket updates, and email.

+ Excellent interpersonal and communication skills to effectively collaborate with diverse teams and stakeholders.

+ Strong software skills, with proficiency in tools such as Excel, Google Docs, Asana, TeamDynamix, and AI tools.

Work Environment:

+ The Technology Support Staff will work on-site and must be able to lift and carry equipment as necessary.

How to Apply:

The complete application will include a cover letter, resume, and contact information for three professional references. Applications will be reviewed immediately and will continue until a qualified candidate is selected.

**Note: A pre-employment background check will be required, and a satisfactory driving record may be required as a condition of hire.

**Authorized to work in the United States is a pre-condition of employment. At this time, Shenandoah University is not in a position to sponsor international visas.

Shenandoah University values individuals and communities' unique and diverse perspectives locally and globally. It seeks to foster mutual understanding in an inviting community where individuals are welcome and respected. The university does not discriminate on the basis of race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, physical or mental disability, genetic information, veteran’s status, or on any other basis protected under applicable law.

Required Experience