Classification: Salary position – exempt
Division: Technological Advancement
Department: Technology
Reports to: Director of IT Operations
Primary Function:
This position is responsible for providing technical assistance to technology users. The job duties will include logging, tracking, escalating, and resolving work orders by fielding walk-ins, telephone calls and emails, troubleshooting issues and requests, and managing related staff. The job duties will also include reporting data as needed for decision-making by technology leadership.
Major Duties:
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Provides technical expertise in support of university hardware, software, and service solutions
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Responsible for general support of technology systems
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Affords technical support to staff, faculty, and students
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Fulfills all other accompanying responsibilities for the delivery of a successful technology program
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Ensures incoming support requests from in-person, phone calls, emails, and other methods are promptly responded to and appropriately triaged
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Dispatches and escalates problems to the appropriate level of support resources or management for resolution and follows those to conclusion and communication to the requestor
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Provides software support and training to staff, faculty, and students for approved applications and systems
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Facilitates communication and education for technology-related interests including but not limited to:
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Cybersecurity
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Account Management
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Network and Systems Maintenance
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Training, Education, and Knowledge Base
- Ensures the accurate and complete logging of all requests and information into the designated tracking and knowledge base system(s)
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In conjunction with the Director of IT Ops, develops, maintains, and enhances the call tracking system, tools, processes, and procedures
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Compiles reports and gathers information on functions as needed or requested by Director of IT Operations, Academic Technology Officer and VP for Technological Advancement
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Hires, oversees, and schedules student workers for helpdesk positions such as university phone operator, public safety IDs and parking permits, technical support, etc.
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Creates, reviews, and facilitates training for student workers employed at the university helpdesk
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Collaborates directly with the Associate Director of Instructional Technology and Technology Support Engineer to provide consistency in support approaches and related personnel
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Assists with special projects as needed under the direction of technology leadership
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Participates in Professional Growth Activities
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Performs other incidental and related duties as required and assigned
Knowledge, Skills, and Abilities Required:
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Strong interpersonal and communication skills and the ability to work effectively with a wide range of people in a diverse community
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Skilled in the use of a computer as a productivity tool and possess working knowledge of email, Internet web browsing, and the Microsoft Productivity Suite
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Must be customer service oriented
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Must be courteous and polite
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Good verbal, telephone, and written etiquette
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Working knowledge and understanding of a broad range of desktop-based hardware and software and basic networking concepts
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Able to follow instructions, work under supervision, and multi-task
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Ability to effectively work in a team environment
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Effective and efficient troubleshooting and problem-solving skills
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Must be reliable and possess good organizational skills
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Ability to enter and access information from a computer
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Ability to operate general office equipment such as computers, copiers, fax, etc.
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Ability to deal with problematic issues with institutional mission at heart
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Ability to locate malfunctions in hardware and software or help communicate to others on support team
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Commitment to living a faith-filled life consistent with Biblical values that serve as the foundation of LCU
Education and Experience:
Minimum of bachelor’s degree and two (2) years' experience and/or training in higher education environments; or equivalent combination of education and experience that is directly related to the specified duties and responsibilities gained through increasingly responsible positions within technology services.
Physical Requirements:
While performing the essential duties of this job, the employee will be required to do the following:
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Be ambulatory around campus and in buildings
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Required to regularly sit and stand
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Frequently use wrist, hands and/or fingers to make small repetitive movements such as typing, distributing mail, and picking up small objects
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Ability to talk frequently to convey detailed and/or important instructions or ideas accurately, loudly, or quickly
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Be able to hear average or normal conversations and receive verbal information
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Required to lift packages and/or other objects up to 50 pounds
Salary and Benefits:
Salary commensurate with qualifications and experience. Benefits available include medical, dental, and vision insurance, 403-B retirement plan with a matching option, and tuition benefits for employees and dependents.
The University:
Founded in 1957 and located in Lubbock, Texas, LCU is affiliated with the Churches of Christ. LCU is accredited by the Southern Association of Schools and Colleges Commission on Colleges and is a member of the Council of Christian Colleges and Universities. Currently, 86 full-time faculty members serve approximately 1660 undergraduate and graduate students on the LCU campus located in west Lubbock. Lubbock is a vibrant city with a population of about 250,000. Lubbock is the educational, medical, retail and entertainment center of the southern high plains of Texas.
Application and Procedure:
For questions about the position or the application process, contact:
Human Resources
[email protected]
806.796.8800
Lubbock Christian University
5601 19th Street
Lubbock, TX 79407
Notes:
All LCU Employees are required to complete Title IX & Information Security (FERPA) training and Data Security Training at the time of new hire and annually thereafter.
All LCU Technology employees are subject to CJIS (Criminal Justice Information Services) training and monitoring. Fingerprinting and criminal background checks are included in this process.
Disclaimer:
This job description is not intended to be all-inclusive; an employee will also perform other reasonably related job responsibilities as assigned by immediate supervisor and/or other management as required. LCU reserves the right to revise or change job duties, required skills or qualifications as the need arises. This job description does not constitute a written or implied contract of employment.
