BASIC FUNCTION:

The Senior Technical Support and Software Specialist is responsible for coordinating and implementing the support, maintenance, enhancement, and evaluation of user applications, primarily the University ID card system. The Specialist will be able to troubleshoot the software and hardware associated with the card office including OneCard and ID software, controllers, IOs, printers, POS (point of sale), and card swipe/tap hardware. Provide ID card support for building access, campus safety, dining services, bookstore and other University areas is required. Support other end-user software including but not limited to the Leaning Management System (LMS Canvas), and 25Live.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

Oversee technical, software, hardware, and operational support for the University card system:

• Act as Tier 2 technical resource primarily for the Salve card system
• Assist Tier 1 technical support efforts by acting as liaison to Enterprise Applications and mentoring Tier 1 staff on best practices and appropriate use of and maintenance of card system software and hardware
• Ability to react, analyze, and implement resolutions to technical problems

For these and other applications:

• Document and update regular implementations, changes, and other technical procedures
• Act as Tier 2 support by configuring software for end-user use
• Plan and perform installations and upgrades
• Maintain, monitor, and troubleshoot applications, during regular hours and potentially off hours
• Assist with data analysis and reporting, regularly and on demand
• Work closely with other Information Technology areas including Enterprise Applications, Network Services, and Network Infrastructure to facilitate upgrades and maintenance
• Work with other University Departments including Facilities, Safety and Security, Academics, Residential Life, food services, and administrative offices

OTHER DUTIES AND RESPONSIBILITIES:

• Act as support technologist for the LMS in coordination with the LMS Specialist
• Assist with other software applications as needed
• Training members of the TSC and community on end user software
• Perform daily operations in support of University functions
• Participate in all efforts of the Office of Information Technologies to enhance the effective use of technology at the University
• Perform other related duties that may be assigned

LICENSES, TOOLS AND EQUIPMENT:

Driver's license

ENVIRONMENTAL CONDITIONS:

The incumbent is not substantially exposed to adverse environmental conditions.

A Bachelor's degree in Information Systems Science, Computer Science, Mathematics, Business, or a related field is required. Experience in software applications and hardware troubleshooting support is required.

A strong knowledge and demonstrated skills are preferred in:

• Microsoft applications and operating systems including MS O365, MS Excel, Windows OS and MS Client/Server
• Card system application support
• network connectivity of devices, TCP/IP
• hardware support, including POS (point of sale), swipes, taps, cabling, network printers
• interpersonal skills and ability to relay information without excessive technical jargon
• Reporting tools and extraction of data

Demonstrate the ability to:

• Exhibit strong analytical and problem-solving skills
• Work effectively with administrative users, Information Technologies staff members, and outside consultants and vendors
• Present excellent oral and written communication skills at both the technical and non-technical levels
• Provide excellent customer service
• Work effectively as a team member and independently as appropriate
• Organize and prioritize multiple assignments with the ability to meet scheduled deadlines

Focus on details and documentation:

• Act responsibly by following issues through to resolution with documentation
• Provide reliable and dependable service during key projects and at critical times

Experience with a wide variety of software required.

Salve Regina University offers generous benefits to eligible employees including:

• health and dental coverage
• life insurance
• long-term disability
• 403B plan
• tuition benefits and more

Salve Regina University strives to provide equal opportunity in employment and education to all employees, students and applicants. No employee, student or applicant shall be discriminated against or harassed on the basis of race, color, national and ethnic origin, sex, sexual orientation, gender identity or expression, religion, disability, age, marital or parental status, military or veteran status, genetic information or any other basis protected by applicable federal or state law, in the administration of Salve Regina's employment policies, education policies, admission policies, scholarship and loan programs, athletic and other University administered programs. In accordance with Title IX, it does not discriminate on the basis of sex in any of its educational programs or activities. Salve Regina is also committed to making its programs and campus accessible to its visitors and compliant with all applicable non-discrimination laws.