Technical Services Specialist II or III

Responsibilities

• Provide technical support and service desk operations for students, faculty, staff, and external partners
• Diagnose, document, resolve, or escalate technology requests and incidents via multiple channels
• Coordinate the setup and operation of technology resources for university events
• Collaborate with various campus departments to ensure seamless technology integration
• Mentor student customer service representatives and contribute to service improvement initiatives (Level III)

Requirements

• Associate degree in Information Technology, Customer Service, or a related field
• Level II: Minimum of one year of professional experience in technical support or service desk operations
• Level III: Minimum of two years of progressive experience in IT service delivery and demonstrated leadership capabilities
• Strong problem-solving skills and expertise in customer service

Preferred Qualifications

• Bachelor's degree
• Experience supporting IT services in a higher education environment
• ITIL or ServiceNow certifications
• AVIXA Certified Technology Specialist (CTS) certification
• Other audio/visual or technology support related certifications

Benefits

• Comprehensive health and retirement benefits
• Paid time off
• Professional development opportunities
• Free undergraduate and discounted graduate tuition

About the Company

Doane University is a learning community dedicated to helping all members fulfill their potential and make meaningful contributions. We view technology as a service designed to empower people and support academic success.