Job Summary

The Technical Support Specialist I primary functions are to assist the Technical Support Services Team with end user service and support, data integrity and application implementation, testing and support. A general understanding of computer hardware/software and smart device applications, troubleshooting and problem solving, customer support and data integrity and analytics is required. This position will require a hybrid office presence with some flexibility for remote work as needed.

Duties and Responsibilities

Essential Functions and Responsibilities include the following. Other duties may be assigned.

1. Executes technical service request for application and web tools.
2. Participates in supporting all WVU Foundation solutions, applications, websites, etc.
3. Interacts with 3rd party vendors’ help desk and support infrastructure.
4. Participates in testing, training, documentation and implementation of new solutions.
5. Participate in the creation and maintenance of user accounts for access to WVUF systems.
6. Responds to application system problems and makes necessary corrections/modifications or engages appropriate staff for a resolution.
7. Participate in data integrity functions.
8. Participate in the interaction of other data technicians in the collection, maintenance, and interpretation of data.
9. Improves personal and professional technical knowledge and expertise.
10. Work closely with the Technology & Advancement Solutions department to ensure that Technology & Advancement Solutions’ and the Foundation’s goals are being achieved.
11. Other duties as assigned.

Performance Factors

1. Highly analytical
2. Ability to efficiently and effectively perform technical requirements.
3. Adaptability to the ever-changing technical landscape.
4. Excellent proactive verbal and written communication skills.
5. Ability to consistently produce quality work under tight project deadlines.
6. Ability to work with significant attention to detail and thoroughness.
7. Work within an environment of consistent improvement.
8. Project professionalism, enthusiasm, and a “can do” attitude.
9. Meet or exceed established performance goals.

Qualifications

Education, Experience and Competencies:

Qualifications

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The technical skills listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodation may be made to enable individuals to perform the essential functions.

Education and/or Experience

Bachelor’s degree in Management Information Systems; Bachelor’s degree in a related field and one or more years of experience.

Language Skills

Ability to read and comprehend instructions, correspondence, and memos. Ability to write correspondence. Ability to effectively present information in one-on-one and small group situations to customers, clients, and other employees of the organization. Ability to listen to customers, clients, and fellow colleagues to offer solutions or collaborate within the Technical Support Services Team to provide solutions.

Technical Skills

• • Ability to use and provide end user support for solutions.
  • Ability to be the primary technical facilitator for applications and web tools.
  • Ability to troubleshoot applications and working with software vendors for resolution.
  • Ability to translate technical concepts to end users.
  • Ability to comprehend the core constituent data system.
  • Ability to support account management.

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this Job, the employee is regularly required to sit.

Work Environment

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• High rise office building
• Culkjlk Cubicles and desks
• Multiple monitors

Competencies

To perform the job successfully, an individual should demonstrate the following competencies:

Analytical - Synthesizes complex or diverse information; Collects and researches data; Uses intuition and experience to complement data; Designs work flows and procedures.

Design - Generates creative solutions; Translates concepts and information into images; Uses feedback to modify designs; Applies design principles; Demonstrates attention to detail.

Problem Solving - Identifies and resolves problems in a timely manner; Gathers and analyzes information skillfully; Develops alternative solutions; Works well in group problem solving situations.

Project Management - Coordinates projects; Communicates changes and progress; Assists with the development of project plans. Completes projects on time and within budget.

Technical Skills - Assesses own strengths and weaknesses; Pursues training and development opportunities; Strives to continuously build knowledge and skills; Shares expertise with others.

Customer Service - Manages difficult or emotional customer situations; Responds promptly to customer needs; Solicits customer feedback to improve service; Responds to requests for service and assistance; Meets commitments.

Interpersonal Skills - Focuses on solving conflict, not blaming; Maintains confidentiality; Listens to others without interrupting; Keeps emotions under control; Remains open to others' ideas and tries new things.

Oral Communication - Speaks clearly and persuasively in positive or negative situations; listens and gets clarification; Responds well to questions; Demonstrates group presentation skills; Participates in meetings.

Written Communication - Presents numerical data and research effectively; Able to read and interpret written information.

Teamwork - Balances team and individual responsibilities; Exhibits objectivity and openness to others' views; Gives and welcomes feedback; Contributes to building a positive team spirit; Puts success of team above own interests; Able to build morale and group commitments to goals and objectives; Supports everyone's efforts to succeed.

Visionary Leadership - Inspires respect and trust; Provides vision and inspiration to peers.

Change Management - Develops workable implementation plans; Communicates changes effectively; Builds commitment and overcomes resistance; Prepares and supports those affected by change; Monitors transition and evaluates results.

Leadership - Exhibits confidence in self and others; Inspires and motivates others to perform well; Effectively influences actions and opinions of others; Accepts feedback from others; Gives appropriate recognition to others.

Cost Consciousness - Works within approved budget; Develops and implements cost saving measures.

Business Acumen - Understands business implications of decisions; Aligns work with strategic goals.

Ethics - Treats people with respect; Keeps commitments; inspires the trust of others; Works with integrity and ethically; Upholds organizational values.

Organizational Support - Follows policies and procedures; Completes administrative tasks correctly and on time; supports organization's goals and values.

Strategic Thinking - Develops strategies to achieve organizational goals; Understands organization's strengths & weaknesses; Adapts strategy to changing conditions.

Judgment - Displays willingness to make decisions; Exhibits sound and accurate judgment; Supports and explains reasoning for decisions; Includes appropriate people in decision-making process; Makes timely decisions.

Motivation - Sets and achieves challenging goals; Demonstrates persistence and overcomes obstacles; Measures self against standard of excellence.

Planning/Organizing - Prioritizes and plans work activities; Uses time efficiently; Sets goals and objectives; Develops realistic action plans.

Professionalism - Approaches others in a tactful manner; Reacts well under pressure; Treats others with respect and consideration regardless of their status or position; Accepts responsibility for own actions; Follows through on commitments.

Quality - Demonstrates accuracy and thoroughness; Looks for ways to improve and promote quality; Applies feedback to improve performance; Monitors own work to ensure quality.

Quantity - Meets productivity standards; Completes work in timely manner; Strives to increase productivity; Works quickly.

Safety and Security - Observes safety and security procedures; Determines appropriate action beyond guidelines; Reports potentially unsafe conditions; Uses equipment and materials properly.

Adaptability - Adapts to changes in the work environment; Manages competing demands; Changes approach or method to best fit the situation; Able to deal with frequent change, delays, or unexpected events.

Attendance/Punctuality - Is consistently at work and on time; Ensures work responsibilities are covered when absent; Arrives at meetings and appointments on time.

Dependability - Follows instructions, responds to management direction; Takes responsibility for own actions; Keeps commitments; Commits to long hours of work when necessary to reach goals. Completes tasks on time or notifies appropriate person with an alternate plan.

Initiative - Volunteers readily; Undertakes self-development activities; Seeks increased responsibilities; Takes independent actions and calculated risks; Looks for and takes advantage of opportunities; Asks for and offers help when needed.

Innovation - Displays original thinking and creativity; Meets challenges with resourcefulness; Generates suggestions for improving work; Develops innovative approaches and ideas; Presents ideas and information in a manner that gets others' attention.

Certificates, Licenses and Registrations: N/A

Physical requirements

While performing the responsibilities of the job, the employee is required to talk and hear. The employee is often required to sit and use his/her hands and fingers, to handle or feel. The employee is required to stand, walk, reach with arms and hands, and possibly at times, climb or balance, stoop or kneel. Vision abilities required to perform this job include close vision. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform these essential functions.

Supervisory Responsibilities

N/A

Other Duties

Work Environment: The position is expected to be in-person primarily, but over time, hybrid may be acceptable in alignment with the WVUF work/telecommuting policy. Travel is required at times for this position.

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time, with or without notice.