Classroom Technology Specialist

Description

The following statements are intended to describe the general nature and level of work being performed. They are not intended to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified.

Summary of Responsibilities : The Classroom Technology Specialist at Geneva College is responsible for providing high-quality technical support to faculty, staff, and students. This role involves diagnosing and resolving hardware and software issues, managing user accounts, and supporting classroom technology. The employee will maintain accurate records of service requests and IT assets, generate performance reports, and participate in IT projects and training sessions. Exceptional customer service is crucial, requiring strong communication, problem-solving, and interpersonal skills. The Classroom Technology Specialist must adhere to the college's commitment to integrating the Christian faith in their work on interactions with both Students and Staff/Faculty. Preferred candidates will have advanced technical skills, project management experience, and additional certifications, contributing to the continuous improvement of IT services at Geneva College.

Essential Responsibilities : (These essential responsibilities are those the individual must be able to perform unaided or with the assistance of reasonable accommodation.)

Customer Service: Provide first-level technical support to faculty, staff, and students via phone, email, and in-person. Respond promptly to service requests and ensure efficient resolution of issues. Maintain a high level of customer satisfaction by actively listening to and addressing user concerns and needs. Communicate effectively with users, providing clear instructions and explanations. Reporting: Document and track all service requests and resolutions in the service desk management system. Generate regular reports on service desk activities, including number and type of requests, resolution times, and user feedback. Analyze trends in service requests to identify recurring issues and recommend solutions. Maintain accurate records of equipment inventory and software licenses. Report significant or widespread technical issues to higher-level IT staff or management promptly. Technical Responsibilities: Diagnose and resolve hardware and software issues, including troubleshooting operating systems, applications, and network problems. Install, configure, and maintain computer hardware, software, and peripherals. Assist with user account management, including instructing users on password resets and potentially maintaining some access permissions. Support classroom technology and audio-visual equipment, ensuring functionality for classes and events. Perform routine maintenance and updates on IT equipment and systems to ensure optimal performance.

Secondary Responsibilities : (These are responsibilities that may be delegated in order to make reasonable accommodation for an employee).

Assist with IT projects, such as software rollouts and system upgrades, under the direction of senior IT staff. Install, configure, and maintain computer hardware, software, and peripherals. Provide training and orientation to new users on the university's IT systems and policies. Develop and update user guides and documentation for common technical procedures.\ Participate in IT team meetings and contribute to planning and strategy discussions. Assist in managing the IT service desk's communication channels for disseminating important information and updates. Position Requirements

Exhibits behavior that is consistent with and supportive of Geneva’s mission, vision, core values, and standards of conduct:

Geneva Mission Statement: Geneva College is a Christ-centered academic community that provides a comprehensive education to equip students for faithful and fruitful service to God and neighbor. Vision Statement: Geneva College will inspire students to integrate faith in Christ into all aspects of life in the real world, and to serve faithfully within their callings for Christ and Country. Core Values: Serve with grace. Pursue Godly wisdom. Foster academic strength. Engage culture faithfully. Inspire vibrant hospitality. Honor one another. Standards of Conduct: Employees of Geneva College will affirm upon hire, and annually thereafter, their promise to abide by the College’s Standard of Conduct Policy. All employees must conduct their personal affairs so there can be no opportunity for unfavorable reflections upon the Christian beliefs and mission of the College, either expressed or implied. It is expected that employees will conduct themselves in a manner consistent with biblical standards, values, and character. These standards of personal conduct do not apply to family members and/or friends of the employee.

Job Requirements - Administrative:

General: Individuals must possess the knowledge, skills, and abilities listed or are able to explain and demonstrate that they can perform the essential responsibilities of the job, with or without reasonable accommodations in order to safely perform the essential responsibilities of the job. Physical: Must be able to perform the following: talking, hearing, and seeing. Must have sufficient manual dexterity to be able to operate all office equipment including, but not limited to computers, printers, copiers, scanners, and telephones. Confidentiality: Individuals must recognize that management of data, including personal information, grades, budgets, programs, and policies is necessary to the operation of the College. Such information must be kept private and confidential for the protection of the College and to obey Federal and/or State laws. Should there be doubt as to whether a certain matter is to be protected, it should be discussed with your supervisor before making a disclosure. Mental: Must be able to reason, analyze, prioritize, conceptualize, make judgments, and solve problems.

Qualifications:

Minimum: Education/Certification: Bachelor’s degree or higher Relevant certifications (e.g., CompTIA A+, CompTIA Network+, Microsoft Certified: Fundamentals) and experience may be considered in lieu of a degree. Experience: A demonstrated history of exceptional customer service, including recognition or awards for service excellence. Familiarity with IT service management frameworks and best practices (e.g., ITIL). Understanding of network concepts, such as IP addressing, DHCP, DNS, and VPNs. Skills in maintaining accurate records of IT assets, licenses, and user accounts. Skill/Abilities: Strong understanding of computer hardware, software, and operating systems (Windows, macOS, Linux). Proficiency in troubleshooting and resolving technical issues related to networks, printers, and peripheral devices. Knowledge of common applications used in a university setting (e.g., Microsoft Office, learning management systems, antivirus software). Excellent communication skills, both verbal and written, with the ability to explain technical concepts to non-technical users. Strong interpersonal skills to interact effectively with a diverse user base, including students, faculty, and staff. Patience and empathy in handling user concerns and providing support. Strong analytical skills to diagnose problems, identify root causes, and develop effective solutions. Resourcefulness in finding and utilizing available resources to resolve technical issues. Ability to manage multiple tasks and prioritize effectively in a fast-paced environment. Strong attention to detail in documenting service requests and maintaining records. Time management skills to ensure timely resolution of issues and completion of tasks. Ability to work effectively as part of a team, sharing knowledge and assisting colleagues. Christian Commitment: Must be a thoughtful and articulate Christian and an active member of a Protestant evangelical Christian church. Preference will be given to candidates who support and have an articulate understanding of the Reformed faith. The individual must understand and support the College’s “Foundational Concepts of Christian Education” by expressing an evangelical Christian profession of faith and demonstrate the ability to integrate a Christian perspective in their work. Preferred: Education/Certification: Bachelor’s degree or higher in Information Technology, Computer Science, or a related field. Additional technical certifications, such as CompTIA Security+, Microsoft Certified: Azure Fundamentals, Cisco Certified Network Associate (CCNA), Apple Certified Support Professional (ACSP), Juniper Mist, etc. Experience: Experience providing technical support in a college or university setting, familiar with the specific needs and challenges of educational institutions. Proficiency with advanced troubleshooting techniques and tools. Experience managing and supporting specialized educational software and hardware. Familiarity with ITIL (Information Technology Infrastructure Library) or other IT service management frameworks. Experience implementing or working within ITIL processes. Experience participating in or leading IT projects, such as system upgrades, software deployments, or infrastructure improvements. Experience in generating and analyzing service desk performance metrics and reports to drive improvements. Experience with cybersecurity practices and tools, particularly in an educational environment, to help protect user data and systems. Familiarity with educational technology tools, such as learning management systems (e.g., Canvas, Blackboard), classroom management software, and multimedia equipment. Experience in conflict resolution and de-escalation techniques. Skill/Abilities: Skill in creating comprehensive and user-friendly documentation and guides. Expertise in managing and troubleshooting network infrastructure, including switches, routers, and wireless access points. Advanced knowledge of operating systems, virtualization technologies, and cloud services. Proficiency in project management methodologies and tools, with experience leading or coordinating IT projects. Ability to plan, execute, and manage multiple projects simultaneously. Knowledge of scripting languages (e.g., PowerShell, Python) for automation and task simplification. Basic programming skills for developing custom solutions or integrations. Strong analytical skills to interpret and leverage data from IT systems to identify trends, make decisions, and improve services. Experience using data analysis tools and software. Proven ability to handle high-stress situations and complex user issues with patience and professionalism. Ability to design and conduct effective training sessions for end-users and staff on IT systems, policies, and best practices. Experience creating engaging and informative training materials. Exceptional written communication skills for creating detailed documentation, user guides, and technical reports. Strong presentation skills for delivering information to diverse audiences. Experience mentoring junior IT staff and fostering a collaborative team environment. Leadership skills demonstrated through previous roles or projects. Ability to think creatively and propose innovative solutions to improve IT services and user experience. Openness to experimenting with new technologies and approaches. Experience managing relationships with vendors, negotiating contracts, and ensuring service level agreements are met. Ability to communicate effectively with stakeholders at all levels, including senior management and external partners.

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