Job Details

Technology Support Specialist

Portland State University, Portland, OR

Job - Education

Close Date: 03/01/2020

Brief Description of PSU/School/Dept
Portland State University (PSU) is an urban university and Oregon’s largest, located in the heart of the vibrant city of Portland. PSU educates over 27,000 students and offers programs for Bachelor’s, Master’s, and Doctoral degrees. PSU is an internationally recognized urban university known for excellence in student learning, innovative research, and community engagement. PSU contributes to the economic vitality, environmental sustainability, and quality of life in the Portland region and beyond. Employees describe Portland State University as a vibrant, diverse, progressive place to work and an environment that welcomes process improvement and innovation. Portland State’s 50-acre downtown campus is located in the heart of one of America’s most vibrant centers of culture, business, and technology.

“Equity-driven research, teaching, and practice” is the motto of the College of Education (COE), Oregon’s largest and most comprehensive college of education. In the next five years, the COE will be nationally recognized for working collaboratively with the surrounding communities, Tribal Nations, and our students to advance equity and excellence in education and counseling through our engaged research activities, and our community-centered and culturally responsive professional-preparation programs with innovative models for preparing diverse professionals who are critically engaged global citizens.

The COE mission is to prepare students to advance lifelong learning in diverse learning environments, including schools, postsecondary institutions, community organizations, and social service and health agencies. For more information please see https://www.pdx.edu/education/home.

Position Summary
The Technology Support Specialist (TSS) position is part of the College of Education (COE) Technology Services team, which provides broad technology support to the faculty, staff, and students of the COE, which operates a variety of technologies and systems in a managed enterprise environment. The Technology Support Specialist has a focus on general first-line user support; data management application support; and system and device management. The TSS provides first-line user support for general technology questions as well as primary user support for the COE’s assessment data system.

In this position, you will provide technical support and troubleshooting for users of our data management software, computers, mobile devices, peripherals, A/V systems and equipment, enterprise applications, and productivity and multimedia software. You will become a key player in the operation of our assessment data system, Tk20 — including loading data, updating forms, and managing accounts.

You will operate in collaboration with the IT Coordinator and other Tech Services or partner team members but often work independently in answering tech support questions. Typical days will include answering support emails; visiting offices, conference rooms, or classrooms to troubleshoot computers, printers, or AV equipment; and upgrading or maintaining our computers and other devices on our workbench. Some days you will meet with partner teams to plan quarterly tasks in our data management system, and then working independently to complete your portion of those tasks. You

Working with computers and other equipment often includes moving devices of up to 30 pounds off and on desks, shelves and carts; and stooping, bending, or kneeling to find or attach cables under or around desks.

As the Technology Support Specialist, you will work with a variety of technologies and people in a higher education environment of compassionate colleagues who value learning and continual improvement. You will have the opportunity to play a significant role in IT operations and projects from day one.

Minimum Qualifications from Classification
This classification requires a basic foundation of knowledge and skills of technology and information systems generally obtained through an AA degree in computer science, information systems, educational technology, communications, or related fields, or similar certified course work in applicable fields of study and at least one year of related work experience.

Additional Minimum Qualifications for this Position
- Proven ability to work in a collaborative, technical, team-oriented environment.
- Strong interpersonal skills, including the ability to communicate complex ideas effectively to both technical and non-technical audiences.
- Demonstrated knowledge of both Mac and Windows operating systems and common business/educational applications such as MS Office, Google GSuite, Adobe Acrobat, etc..
- One or more years of work experience in a customer service environment.
- Ability to sit or stand for long periods of time, as well as kneel, bend, stoop, stretch, or lift (up to 30 pounds) occasionally.
- Demonstrated ability to work accurately and consistently with data or spreadsheets.
- Successful completion of a background check.

Preferred Qualifications
- One or more years of experience providing information technology customer support, including familiarity with trouble ticket or issue tracking systems (e.g. Jira, ZenDesk).
- Familiarity with configuration and troubleshooting of common computer hardware and software.
- Experience with multimedia technologies and/or videography.
- Experience with data management and/or assessment management software (e.g. Taskstream, Tk20, LiveText, etc.).
- Experience supporting printers, scanners, and multi-function devices.
- Experience supporting computer projectors, speakers, microphones, and other external A/V systems.
- Experience supporting workstations or client systems in a managed environment.
- Experience working in K-12 or higher education.

Key Cultural Competencies
- Creates an environment that acknowledges, encourages and celebrates differences.
- Functions and communicates effectively and respectfully within the context of varying beliefs, behaviors, orientations, identities and cultural backgrounds.
- Seeks opportunities to gain experience working and collaborating in diverse, multicultural, and inclusive settings with a willingness to change for continual improvement.
- Adheres to all PSU policies including the policies on Prohibited Discrimination & Harassment and the Professional Standards of Conduct.

Environmental Stewardship
Contributes to a culture of environmental stewardship, practices resource conservation, and actively works toward achieving long-term sustainability goals.

Work Days/Hours
Monday - Friday 8:00 am - 5:00 pm

Total Compensation Range & Benefits Statement
The starting salary rate for this position will be between $18.79 and $21.82 per hour. The starting salary may be negotiable above this range, however, it will be dependent upon the knowledge, experience, skills, and abilities of the chosen candidate, the budget of the hiring department, and approval from HR.

PSU’s excellent benefits package includes 95% premium paid healthcare; a generous retirement and vacation package; and reduced tuition rates for employee, spouse or dependent at any of the Oregon Public Universities.

Application Instructions
- Please provide a cover letter, resume, and contact information for three professional references
- Applications will be reviewed immediately
- Background check is required

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