Campus Technology Specialist

Campus Technology Specialist

The Campus Technology Specialist provides professional technology support throughout the College's instructional, administrative, and public spaces. The position supports the technology used directly by faculty, staff, students, and visitors, with particular emphasis on classroom technology, endpoint devices, audiovisual systems, printing, technology deployment, and the overall campus technology experience. Campus Technology Specialists serve as escalation resources for the student-operated Help Desk and provide hands-on support for technology issues requiring professional technical expertise. The position works closely with the Cloud Services Administrator, Infrastructure & Security Administrator, Director of Application Services, and Chief Information Officer to deliver reliable, responsive, and secure technology services that support teaching, learning, and College operations. Because nearly all College spaces serve instructional, student-service, or administrative purposes, the Campus Technology Specialist is expected to provide technology support throughout the entire campus environment rather than functioning solely as a traditional desktop support technician.

Working Expectations: The position regularly works throughout classrooms, offices, labs, meeting rooms, and other campus spaces. Duties may require moving and installing computers, displays, printers, audiovisual equipment, and other technology; working under desks or around installed equipment; using ladders or similar equipment where appropriate; and traveling between College facilities. Scheduled evening or weekend work will be required for technology deployments, maintenance, events, or other institutional needs. Any such work will be performed in accordance with College policies and applicable requirements for non-exempt employees. This position will have access to and encounter confidential information. Strict confidentiality must be maintained and shared only on a need-to-know basis. Further, confidential information must only be accessed on an as-needed basis. This position is expected to participate in an on-call rotation to provide coverage to the College outside of normal business hours.

Duties and Responsibilities

Primary Service Responsibilities: Campus Technology Specialists collectively support and provide service ownership for:

• Classroom technology
• Instructional technology equipment
• Campus endpoints
• Faculty and staff computing
• Computer labs and shared computing spaces
• Audiovisual systems
• Conference room technology
• Printing and multifunction devices
• Endpoint deployment and replacement
• Software installation and deployment
• Technology asset management
• Digital signage support
• Student Help Desk escalation
• User technology onboarding
• Technology documentation and knowledge management
• Campus technology projects

Essential Duties and Responsibilities:

• Classroom and Instructional Technology
• Provide installation, support, maintenance, and troubleshooting for technology located in classrooms, labs, and instructional spaces.
• Support classroom computers, displays, projectors, interactive technologies, audiovisual equipment, document cameras, control systems, software, and related devices.
• Respond promptly to classroom technology incidents that could disrupt instruction.
• Conduct preventive classroom technology checks and identify potential issues before they affect instruction.
• Assist faculty with appropriate use of installed classroom technology.
• Coordinate vendor support or equipment repair when necessary.
• Participate in classroom technology upgrades, replacements, renovations, and new installations.
• Maintain documentation of classroom technology configurations and equipment.
• Maintain campus software licensing and reconcile named user licenses as needed.
• Campus Endpoint Support
• Install, configure, troubleshoot, repair, replace, and support College-owned computers and related devices.
• Provide technical support to faculty, staff, students, and other authorized users.
• Diagnose hardware, software, connectivity, printing, account, and peripheral issues.
• Escalate cloud, network, security, application, or infrastructure issues to the appropriate service owner.
• Support Windows, Mac OS, mobile devices, and other institutionally approved technology platforms.
• Assist with software installation, configuration, and deployment.
• Support College technology during office relocations, renovations, and departmental changes.
• Endpoint Deployment and Lifecycle
• Prepare and deploy computers and other technology equipment.
• Assist with automated device provisioning and centralized endpoint management.
• Participate in annual and multi-year equipment replacement programs.
• Maintain standardized device configurations in coordination with the Cloud Services Administrator.
• Assist with operating system upgrades, software deployments, security updates, and device compliance efforts.
• Properly remove, sanitize, recycle, or dispose of retired technology according to College procedures.
• Develop standard image with baseline applications for desktop deployments.
• Printing Services
• Support printers, multifunction devices, print queues, and related campus printing technologies.
• Troubleshoot hardware, driver, network, and user printing issues.
• Coordinate with the Infrastructure & Security Administrator and vendors on infrastructure or equipment issues.
• Maintain appropriate documentation of printing devices and configurations.
• Participate in printer fleet planning and lifecycle management.
• Audiovisual and Campus Technology
• Support audiovisual technology in classrooms, conference rooms, meeting spaces, and public areas.
• Support digital signage and related display technologies.
• Assist with technology for College meetings, presentations, events, and special activities as assigned.
• Test and prepare technology before significant institutional events when requested.
• Assist departments in identifying appropriate campus technology solutions.
• Student Help Desk Support
• Serve as a professional escalation resource for the student-operated Help Desk.
• Provide technical guidance and mentoring to student Help Desk employees.
• Assist with development of troubleshooting procedures, knowledge articles, and service standards.
• Help student employees develop appropriate technical, communication, documentation, and customer service skills.
• Escalate complex issues to appropriate IT service owners.
• Participate in maintaining effective incident and service request workflows.
• Asset Management
• Maintain accurate records for computers, monitors, audiovisual equipment, printers, peripherals, and other assigned technology assets.
• Assist with receiving, inventorying, tagging, deploying, relocating, and retiring technology.
• Participate in physical inventory activities.
• Maintain accurate equipment location and assignment information.
• Identify aging or unreliable equipment and contribute to lifecycle replacement planning.
• Documentation and Knowledge Management
• Create and maintain technical documentation, troubleshooting procedures, installation instructions, and knowledge base articles.
• Document recurring support issues and recommended resolutions.
• Maintain classroom, endpoint, and equipment documentation.
• Contribute documentation that enables student workers and other IT staff to resolve incidents consistently.
• Record work accurately within the College's service management or ticketing system.
• Cybersecurity Responsibilities
• Follow College cybersecurity standards and procedures.
• Apply approved endpoint security configurations and practices.
• Promptly escalate suspected cybersecurity incidents.
• Assist with remediation of endpoint vulnerabilities and security findings.
• Ensure devices are appropriately configured, updated, inventoried, and protected.
• Reinforce secure technology practices when assisting College users.
• Work with the Cloud Services Administrator and Infrastructure & Security Administrator on security-related endpoint issues.
• Projects and Service Improvement
• Participate in technology implementation, replacement, migration, and modernization projects.
• Assume ownership of assigned project tasks and complete them within established timelines.
• Identify recurring support problems and recommend improvements.
• Suggest improvements to classroom technology, endpoint deployment, documentation, support processes, and campus technology services.
• Test new devices, software, and technology solutions as assigned.
• Participate in pilot projects and technology evaluations.
• Service Ownership
• In addition to general campus technology responsibilities, each Campus Technology Specialist may be assigned primary ownership of specific services or functions. Assignments may include:
• Classroom technology
• Audiovisual services
• Asset management
• Printing
• Device deployment
• Software deployment
• Digital signage
• Knowledge management
• Student Help Desk support
• Accessibility-related technology support