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 IT, customer service, or a related field (equivalent experience considered)
• Level II: Minimum of 1 year of professional technical support or service desk experience
• Level III: Minimum of 2 years of progressive experience in technical support or IT service delivery
• Strong customer service expertise and problem-solving skills

Preferred Qualifications

• Experience supporting IT services, event technology, or higher education environments
• Bachelor's degree
• 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 believe technology is a service designed to empower people and support academic success.