Technology Support Specialist

The Technology Support Specialist provides technical support to students, faculty, and staff at Mitchell Hamline School of Law. The position troubleshoots hardware, software, connectivity, and other technology issues; installs and maintains computers and related equipment; and supports technology used in classrooms and shared spaces. Working collaboratively with Information Technology Services colleagues, the Specialist helps ensure reliable access to the technology needed for teaching, learning, and daily operations.

Essential Duties and Responsibilities

Technical Support

• Provide timely, effective technical assistance to students, faculty, and staff with computer hardware, software, peripherals, and related technology issues.
• Diagnose and resolve routine workstation, application, connectivity, printing, and account access problems.
• Respond to support requests in person, remotely, and through established service channels.
• Troubleshoot issues, communicate solutions, and escalate complex technical problems to appropriate IT personnel.
• Document service requests, troubleshooting steps, and resolutions in the School's support system.
• Provide basic guidance to users on the operation of supported hardware and software.

Computer and Equipment Support

• Install, configure, maintain, and troubleshoot computers, operating systems, application software, and peripherals.
• Support computers and technology equipment in, the library, clinics, and other shared campus locations.
• Assist with the preparation, deployment, replacement, and maintenance of computers and related equipment.
• Perform routine software installations, updates, and maintenance in accordance with established IT procedures.
• Identify recurring hardware or software issues and coordinate resolutions with other IT staff.

Technology Operations and Coordination

• Assist with technical support for classroom and multimedia equipment, coordinating with Academic Technology staff as needed.
• Support routine technology setup and troubleshooting for School activities and events.
• Assist with equipment inventories, technology deployments, and departmental projects.
• Follow established IT security practices and procedures when handling School equipment, accounts, and information.
• Collaborate with other IT staff to maintain consistent service and resolve issues affecting users.

Secondary Job Activities

• Assist with larger hardware and software deployment projects.
• Provide supplemental technical support during periods of increased demand or staff absences.
• Participate in testing new hardware, software, or technology solutions as assigned.
• Perform other related duties as assigned.

An individual in this position must be able to successfully perform the essential duties and responsibilities listed above. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions of this position.

Qualifications

Knowledge, Skills and Abilities

• Working knowledge of computer hardware, operating systems, common software applications, and peripheral devices.
• Ability to diagnose and resolve routine technical problems using established troubleshooting methods.
• Familiarity with Microsoft Windows and Microsoft 365 applications.
• Basic understanding of computer networking, wireless connectivity, and user account access.
• Strong customer service skills and the ability to assist users with varying levels of technical proficiency.
• Ability to communicate technical information clearly and professionally.
• Strong organizational skills, attention to detail, and ability to manage multiple support requests.
• Ability to work independently on routine assignments and recognize when escalation is appropriate.
• Ability to collaborate effectively with colleagues across the School.
• Commitment to providing responsive and inclusive service to students, faculty, and staff.

Minimum Qualifications

• Associate degree in information technology, computer science, or a related field, or an equivalent combination of education and relevant experience.
• One to three years of experience providing computer hardware, software, or end-user technical support.
• Experience troubleshooting computers, peripherals, and common business software applications.
• Demonstrated customer service and problem-solving skills.

Preferred Qualifications

• Experience providing technical support in a higher education or comparable service environment.
• Experience supporting both Windows and macOS devices.
• Familiarity with IT service management or ticketing systems.
• CompTIA A+, Microsoft, or comparable technical certification.
• Experience supporting classroom technology, shared workstations, or multimedia equipment.

Physical and Mental Demands

The position requires regular use of computers and technology equipment, including keyboarding, troubleshooting, and equipment configuration. Work involves periods of sitting, standing, walking, bending, reaching, and occasional lifting or moving of computer equipment and peripherals. The position requires attention to detail, problem-solving, communication with users, and the ability to manage competing service requests and interruptions.

The mental and physical requirements described here are representative of those that must be met by an individual to successfully perform the essential functions of this position.

Working Environment

Work is performed primarily in an office and campus technology environment, including workstations, classrooms, computer labs, and other School facilities. The position involves regular interaction with students, faculty, staff, and IT colleagues. Some work may occur outside normal business hours to support technology needs, scheduled activities, or system maintenance.

The work environment characteristics described here are representative of those an individual encounters while performing the essential functions of this position.

Mitchell Hamline School of Law does not discriminate in employment on the basis of race, color, religion, sex (including pregnancy and gender identity), national origin, political affiliation, sexual orientation, marital status, disability, genetic information, age, membership in an employee organization, retaliation, parental status, military service or other non-merit factor.

Notice of Nondiscrimination re: Title IX Sex Discrimination

Mitchell Hamline School of Law prohibits sex discrimination in any education program or activity that it operates. Individuals may report concerns or questions about sex discrimination or harassment to the Title IX Coordinator. The notice of nondiscrimination and information about reporting concerns is located on our website (https://mitchellhamline.edu/students/title-ix/).