Calvin University
Job Description
Job Title: Technology Support Specialist
Department: Calvin Information Technology
Reports To: Director of Technology Service and Experience
SUMMARY
The primary role of the Technology Support Specialist is to provide advanced end-user technology support for Calvin University faculty, staff, students, classrooms, and university events. This position handles escalated support requests requiring enhanced technical expertise, delivers high-touch support for faculty, staff, VIP, and executive users, and prepares technology for critical university events. The Technology Support Specialist models excellence in service delivery, collaboration, teamwork, knowledge sharing, and professionalism while helping create a responsive and customer-centered support experience.
ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.
- Provide advanced classroom support and troubleshooting, including rapid response to classroom technology issues, audio and display concerns, and other instructional technology needs that affect teaching and learning.
- Deliver high-touch faculty and staff support engagements that require careful communication, follow-through, discretion, and a strong understanding of campus technology services and customer needs.
- Respond to VIP and executive support requests with professionalism, urgency, confidentiality, and a focus on minimizing disruption to university leadership and critical administrative functions.
- Prepare, test, and support technology for critical university events. Coordinate with event stakeholders, colleagues, and campus partners to ensure technology readiness before, during, and after events.
- Resolve escalated end-user support requests requiring enhanced technical expertise, including complex hardware, network connectivity, classroom, and peripheral issues.
- Create, update, and monitor support tickets, document troubleshooting steps, resolutions, customer communication, and follow-up actions in the incident management system.
- Collaborate with HelpDesk, Classroom and Production Technology, Infrastructure Operations, and other IT colleagues to identify root causes, escalate appropriately, and ensure timely resolution of customer issues.
- Assist with hardware setup, configuration, deployment, repair coordination, and lifecycle support for university-owned devices and related technology assets.
- Identify recurring issues and assist with the creation or improvement of knowledge base articles, support documentation, and operational procedures.
- Maintain high standards of communication and professionalism in a fast-paced environment, especially when supporting urgent or business-critical technology needs.
- Demonstrate and model a commitment to excellent customer service. Actively work with colleagues to create a welcoming, inclusive, accessible, and customer-centered environment in which a diverse population of students, faculty, and staff can thrive.
- Participate in matrix teams, service improvement efforts, and individual projects as assigned.
EDUCATION and/or EXPERIENCE
The position requires an associate degree, technical certification, or equivalent combination of education and experience. A bachelor's degree from a four-year college or university is preferred. Two to four years of experience providing technical customer support, classroom technology support, desktop support, event technology support, or equivalent training and/or education are preferred.
OTHER SKILLS AND ABILITIES
- Must be able to learn and support new and fast-changing technologies.
- Strong technical troubleshooting skills across Windows, macOS, mobile devices, classroom technology, peripherals, and computer hardware.
- Excellent interpersonal skills and the ability to communicate clearly with faculty, staff, students, vendors, and campus partners.
- Ability to provide calm, professional, and discreet support for VIP, executive, and high-visibility requests.
- Good work habits under pressure, especially during classroom disruptions, critical events, and escalated support situations.
- Detail oriented, with strong documentation and follow-through skills.
- Ability to prioritize work, manage multiple requests, and collaborate effectively with other IT teams.
- Must have a good command of the English language in order to provide effective support.
WORK ENVIRONMENT
This position requires an in-person/on-campus presence during regular business hours. Remote work accommodations can be made on a temporary or ad-hoc basis in consultation with their manager.
The work in this position is performed within routine office, classroom, event, and campus conditions, usually without exposure to hazardous or unpleasant conditions. The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
FAITH and EDUCATIONAL COMMITMENT
1. Commitment to the educational mission of Calvin as a Christian liberal arts University affiliated with the Christian Reformed Church.
2. A commitment to the Christian faith and to the integration of faith, learning, and student development.
DIVERSITY COMMITMENT
Demonstrated awareness and commitment to effectively establishing relationships and positive communication across multiple dimensions of diversity including, but not limited to, race, gender, physical limitations, class, or religious perspectives.
