Job Description

The Technology Support Specialist’s role at the Elon University Law School is to support end-users and provide maintenance within the organization’s end-user computing and audio\visual environments. Working independently, the incumbent will be the support lead for the Elon University Law School located in Greensboro, NC. This includes installing, diagnosing, repairing, maintaining, and upgrading all end-user devices and related equipment to ensure optimal performance. The person will troubleshoot end-user device problem areas (in person, by remote tools, by telephone, or via chat) in a timely and accurate fashion.

Essential Duties and Responsibilities

  • Provides end-users with the highest level of telephone, remote, and face-to-face technology support.
  • Provides PC and Mac hardware and software support and training for faculty, staff, labs, and classrooms.
  • Effectively collaborates with peers, leadership, and Law School Instructional Technologist/AV Coordinator to provide optimum support and achieve common goals.
  • Ensures all communication and escalation processes in the ITSM system are followed in a timely manner.
  • Provides first-line support for printers and multifunction devices with attached equipment.
  • Provides support for smart devices such as tablets, phones, and other networked equipment.
  • Assists in maintaining an accurate inventory of assets adhering to procedures of moves and changes.
  • Procure technology with approval of IT leadership adhering to university purchasing policies and practices.
  • Provides support to faculty and students for technology-enabled spaces used for instruction and events.
  • Provide basic networking troubleshooting including basic network components, network ports, IP phones, etc.
  • Provide basic support to student personal devices being used for Elon learning. i.e., student printing, wireless issues, exams, etc.
  • Work with Active Directory user/computer management tools for supporting client access and permissions to university equipment and IT services.
  • Provide basic support for Law School-specific systems, i.e., ExamSoft.
  • Other duties as assigned.

Education and Experience

  • Associates Degree required, Bachelor’s degree desired.
  • Minimum of 2+ years of experience supporting end-user computing environments and related equipment.
  • A combination of education and work experience will be considered.
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