LAWRENCE UNIVERSITY

Position Description & Qualifications

Reports To: User Support Specialist Lead

Location: Appleton (on-site)

Position Type: Full-Time (Non-Exempt)

Primary Objective

The User Support Specialist is responsible for providing technical support to students, faculty, staff and alumni. The User Support Specialist takes/prioritizes incoming requests, performs troubleshooting, resolves and documents issues for all computing technology including hardware, software, printers, audio/visual equipment, phone and basic network support. Provides outstanding customer service while maintaining excellent relationships with Technology Services staff and supported users.

Key Responsibilities

The following duties are normal for this position. These are not to be construed as exclusive or all-inclusive. Other duties may be required and assigned.

• Monitors, prioritizes, and responds to requests from multiple sources including phone, voicemail, email, and walk-ups.
• Assists all users with hardware, software and other technology requests and issues. Identifies root cause of problem and fixes it. Accurately maintains required documentation (steps taken, time logged, etc.) in work order system for each issue.
• Resolves issues/requests in an efficient and timely manner. Follows up with users as needed to verify issue is resolved.
• After gathering pertinent information escalates issues to other IT staff when appropriate.
• Prepares/Updates training materials and documentation of systems for the Lawrence user base and internal Technology Services teams. Trains users on proper use of hardware/software.
• Coordinate and assist with the on-boarding and off-boarding of users, security badges and other security related requests.
• Coordinates equipment moves between users, Facilities and Technology Services
• Assists with maintenance of asset records
• Performs other duties as assigned.

Required Qualifications

• Associate degree in an IT related field
• Or any combination of education and experience that provides equivalent knowledge, skills, and abilities.

Preferred Skills and Experience

• Prior Help Desk experience is preferred
• Prior customer service experience is preferred
• Strong ability to take ownership of assigned tasks and responsibilities.
• Display initiative and ability to work both independently and within a team. Able to make good judgement calls when working independently
• Excellent organizational and time management skills. Ability to manage schedule and coordinate multiple tasks at once.
• Considerable knowledge of Microsoft 385 platform (Word, Excel, One Drive, SharePoint, Teams, etc.) and other commonly used tools such as Adobe.
• Considerable knowledge of modern device operating systems (Windows 11, Apple iOS, Android, etc.)
• Knowledge of Voice Systems (Phones, Voicemail, etc.)
• Knowledge of basic networking concepts (wireless, cloud computing, etc.).
• Considerable ability to troubleshoot in unfamiliar environments. Recognize trends to identify root cause issues.
• Considerable ability to learn new software with or without formal training.
• Excellent communication skills and exceptional customer-facing skills with a high degree of professionalism. Logical, clear, and concise written and verbal communication skills.
• Discretion in handling confidential information.

Working Relationships

Work collaboratively with all members of the Information Technologies team, staff, faculty and other members of the Lawrence community, including vendors, students, and parents.

Employment Requirements

Must have successful completion of criminal and MVR background check, meet University Authorized Driver Policy requirements, and favorable completion of reference checks.