Technology Services Outreach and Application Specialist

Job Description:

Location: Wooster, OH Category: Staff Posted On: Fri Feb 23 2024 Job Description:

Summary:

The Technology Services Outreach and Application Specialist provides advanced client support, training on office applications, assists with privacy and retention labeling, and develops reporting mechanisms. Responsibilities include assessing individual or departmental needs, promoting standard solution sets, notifying campus of changes, and maintaining accurate support documents and inventory.

Essential Departmental Duties and Responsibilities:

• Works independently to provide the campus with technology support, training and consultation on applicability to need.
Acts as a liaison between Technology Services and other departments across campus to understand and
• security measures related to data storage, retention, and communications.
• Provides routine submissions to the campus electronic newsletter on any changes.
• Manages knowledge base information to ensure uniform support is provided across individual inquiries.
• Monitors and suggests modifications to processes to improve efficiency, effectiveness, and customer satisfaction.
• Collaborates with client offices to assess needs and suitability of Wooster provided solutions.
• Aids in transitioning client offices to newer technologies while ensuring proper data labeling and retention for security and compliance.
• Develops training materials and sessions with Educational and Emerging Technology, to develop skills in client offices to achieve competence in the use of Wooster provided technology.
• Addresses individual student, faculty, staff, and parent questions serving as the primary customer liaison.
• Manage conflict and miscommunications appropriately.
• Communicates updates with clients through various channels.
• Promotes customer-centric principles and philosophies as appropriate.
• Identifies training and professional development opportunities for faculty, staff, and students, developing materials as necessary.
• Demonstrates a commitment to the College’s mission and instills this in the Student Technology Assistants (STAs).
• With other members of the Technology Services Team, develops annual goals and objectives for the Help Desk and STAs.
• Communicates with STAs; meets to discuss/plan projects, sometimes in groups, sometimes one on one.
• Hires, orients, trains and cross-trains STAs.
• Collaborates with other IT staff in developing program policies, STA educational programs, and program assessment.
• Assist with STA task instructions and guidance.
• Demonstrates knowledge and familiarity with standard technologies, services, and applications.
• Creates and maintains positive relationships with internal and external constituents.
• Participates as appropriate in college-wide organizations, committees, task forces, etc.
• Performs other duties as assigned.

Job Requirements:

Qualifications: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.

Education and/or Experience:

• B.A/B.S or equivalent combination of education and practical experience.
• Customer service experience.
• Experience working in a fast-paced and challenging workplace environment.
• Experience managing projects and competing priorities.

Knowledge Skills and Abilities:

Skills: (Language, communication, reading and reasoning)

• Ability to work independently on assigned tasks.
• Ability to think critically and creatively.
• Ability to work as an effective member of a team.
• Ability to effectively manage time and multi-task.
• Organized and detail oriented.

Knowledge: (Math, Computer/Tech, May list soft skills)

• Demonstrates knowledge and familiarity with standard technologies, services and applications.
Extensive knowledge of Office 365 client applications (as well as cloud services) and how to
• their capabilities to solve client needs.
• Ability to interpret documents such as usage manuals.
• Ability to write routine reports and correspondence.

Abilities: (Safety, Mission, Ethics and Code of Conduct)

• Continue training and knowledge growth within the field.
• Maintain and grow skillset as technology and solutions evolve.
• Ability to maintain confidentiality and handle sensitive information with discretion.

Additional Information:

Work Environment:

• Although this position typically staffs during normal business hours, the schedule must be flexible to accommodate events, requests, and installations that are occasionally in the evenings and on weekends.
• This role is in an office environment.
• This is a primarily sedentary role but requires some delivery and travel between buildings and departments.
• The noise level in the work environment is usually moderate.

Physical Demands:

• Frequently required to repair computers and peripherals, thus, close vision and precise dexterity is required.
• Lifting and/or moving of up to 50 pounds; lifting and moving of items of greater weight is typically assisted by hand cart.
• Occasionally required to climb or balance and stoop, kneel, crouch, or crawl
• Use of a ladder is possible.
• Specific vision abilities required by this job include close vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.

Equal Employment Opportunity Statement:

The College of Wooster does not discriminate on the basis of race, color, sex/gender, gender identity, gender expression, medical condition, political affiliation, religion, creed, ethnicity, national origin (including ancestry), citizenship status, disability, age, marital status, family responsibilities, sexual orientation, veteran or military status, predisposing genetic characteristics, domestic violence victim status, or any other characteristic protected by institutional policy, or by state, local, or federal law. All offers of employment are subject to verification of the legal right to work in the United States as required by federal law. The College of Wooster is committed by policy and practice to diversity, equity and inclusion.