Technical Support Specialist

McKendree University seeks a Technology Support Specialist to join the Information Technology Team for its Lebanon, IL campus. 

Description of Duties, Responsibilities and Tasks:

Primary Role(s):

  • Maintain the HelpDesk database used by the HelpDesk and others within the IT Department
  • Coordinate the access, scheduling, and staffing of instructional facilities/resources; ensure that local labs are open for scheduled hours; administer and integrate desktop security software, facilitate access to shared-host instructional systems.
  • Service university owned computing equipment for the campus community.
  • Install hardware components in order to upgrade and/or replace computing equipment.
  • Resolve hardware problems on computers.
  • Troubleshoot and repair hardware and software problems with campus computers.
  • Maintain the technologies for the printing of identification cards
  • Supervise, train and oversee the work of the HelpDesk student staff. Perform administrative functions such as hiring, firing and recommendations
  • Manage the VoIP system, including hardware and software. (Currently Cisco Unity and CallManager)

Secondary Role(s)

  • Build and maintain professional relationships with all faculty, staff and student to help with communication of IT strategies and goals.
  • Develop and refine existing HelpDesk documentation
  • Maintain current inventory records of technology equipment
  • Assist in the maintenance and administration of server software in order to guarantee complete integration and proper functioning of the hardware components.

Special Knowledge and/or Skills: 

  • Knowledge of current desktop and mobile operating systems.
  • Basic networking, including wired and wireless technology troubleshooting.
  • A high level of proficiency in applicable technologies and software (e.g., MS Office Suite)
  • Strong project management and problem-solving skills.
  • Knowledge of audio/visual equipment, personal device technologies, and other multimedia.

Minimum Qualifications: 

  • Associate degree in computer science or related technical field and/or 2 years of Information Technology experience.

Desired Qualifications: 

  • Demonstrated skills in customer service, verbal and written communication, multi-tasking, teamwork/collaboration, time management, problem solving and independent task completion.
  • Knowledge and understanding of higher education organization, goals and objectives, and policies and procedures.

Work Hours/Conditions: 

Office environment; 40 hours per week; normally 8:00am-5:00pm; some evening and weekend work required.

Please send a letter of application, resume, and three current professional references with contact information noting position number #ITS46 to Shirley A. Baugh at   EEO/ADA/Vet/Disabled