• Job Description

  Req#: JR101419
  Job Requisition:
  JR101419 Technology Support Specialist (Open)
  
  Job Posting Title:
  Technology Support Specialist
  
  Department:
  CC00398 WM001 | WMUO | Computing Support
  
  Job Family:
  Staff - User Support
  
  Worker Sub-Type:
  Regular (benefited)
  
  Job Requisition Primary Location:
  Jones Hall
  
  Primary Job Posting Location:
  Posting Location - William & Mary
  
  Job Description Summary:
  William & Mary Information Technology (W&M IT) provides a reliable, flexible and secure technological environment that enables swift and skilled solutions for rapidly changing needs to advance teaching, learning, research, student success, and operational efficiency. By developing and nurturing meaningful relationships and collaborations on campus and beyond, W&M IT engages, inspires and empowers community members to achieve their goals. We develop expertise, promote self-service and encourage experimentation while working to drive relevant and sustainable change.
  
  The Technology Support Specialist serves as the first point of contact for faculty, staff, and students in their use of computers, software, and telecommunications technology. The Specialist allows customers to describe their needs or problems and establishes a course of action leading to a resolution. The core responsibilities are:
  • Provides customer service and support via phone, email, chat, and walk-ins for faculty, staff, and students.
  • Creates detailed and accurate descriptions of customer problems, troubleshooting steps, and resolutions in Cherwell, the university's tool for IT Service Management (ITSM).
  • Documents instructions on a variety of common practices for use within IT and/or campus-wide as needed.
  • Installs/troubleshoots and utilizes a variety of operating systems and software packages to meet customer needs. (Operating systems include the most recent versions of Windows and Mac OS.)
  
  Job Description:
  
  Required Qualifications:
  
  
  • High school diploma or equivalent.
  • Experience troubleshooting and maintaining Windows and Apple software in a networked environment.
  • Familiarity with a variety of software packages and technologies, including productivity tools such as Microsoft Office, Adobe Acrobat, Outlook, and applications such as Box, Zoom & Teams.
  • Solid technical proficiency with the ability to install, utilize, and troubleshoot a variety of operating systems (e.g. Microsoft Windows, Apple OS X) and software packages including Office Productivity Software, Email & Calendar clients, and Web-based applications.
  • Excellent interpersonal and effective communication skills with a strong customer service orientation.
  • Effective technical writing skills.
  
  
  Preferred Qualifications:
  
  • Experience working in a higher education environment.
  • Post-high school education/training such as associate's or bachelor's degree.
  • Prior IT work experience.
  • A+, Microsoft, Dell, Apple, and other technical certifications are a plus.
  
  
  Conditions of Employment:
  
  • This is a non-exempt position, eligible to receive overtime in accordance with the Fair Labor Standards Act.
  • This position may be subject to overtime during high peak times, for special projects (such as during fall startup,) or in emergency situations, as directed and approved by the supervisor.
  • This position may require overtime to include scheduled and unscheduled, nights and weekends, and or holidays.
  • Information Security: This position requires administrative access to the College's information systems and/or sensitive College data. The incumbent is expected to be aware of and adhere to the Information Security policies of the College as well as all applicable federal, state, and local laws. Additionally, the incumbent is expected to follow information security best practices applicable to their job area and to pursue information security training and awareness opportunities when possible.
  
  
  Job Duties:
  
  40% - Customer Service:
  
  • Serves as the first point of contact for technology support requests via walk-ins, phone, and through email, for faculty, staff, and students.
  • Responds to a variety of questions or issues of widely varying sophistication in a timely manner.
  • Asks the appropriate questions to establish a course of action to work towards a solution.
  
  
  40% - Technology Support:
  
  • Installs, troubleshoots, and utilizes a variety of operating systems and software packages to meet customers' needs. Operating systems include Microsoft Windows and Apple OS.
  • Remedies common computer, telephone, network, and cable TV issues.
  • Works with the university community to make recommendations on hardware and software upgrades and purchases as needed.
  • Provides first-line support of classroom and learning spaces, particularly regarding AV support.
  
  
  10% - Documentation:
  
  • Create detailed documentation of customer requests immediately upon receipt and provide accurate notes on the troubleshooting steps taken in each incident.
  • Once a resolution is found, provide a detailed explanation of the solution utilized for future reference.
  • When escalating issues to other groups, provide complete and accurate information to ensure a prompt resolution.
  • Create instructional resources for self-help guides to be utilized by the university community.
  
  
  10% - Communication:
  
  • Communicates effectively with the university community regarding technology issues and provides recommendations through a variety of methods including telephone, email, and via campus-wide announcements.
  • Develops and presents information through the web, email, and/or in group meetings as needed.
  
  
  Additional Job Description:
  
  Salary Range: Starting at $48,000 and commensurate with experience.
  
  Job Profile:
  JP0012 - Information Technology Specialist I - Nonexempt - Salary - S09
  
  Qualifications:
  
  Compensation Grade:
  S09
  
  Recruiting Start Date:
  2026-03-02
  
  Review Date:
  2026-03-17
  
  Position Restrictions:
  Continuing E&G funded position and not term-limited
  
  EEO is the Law. Applicants can learn more about William & Mary's status as an equal opportunity employer by viewing the "Know Your Rights" poster published by the U.S. Equal Employment Opportunity Commission. https:// www.eeoc.gov/know-your-rights-workplace-discrimination-illegal
  
  Background Check: William & Mary is committed to providing a safe campus community. W&M conducts background investigations for applicants being considered for employment. Background investigations include reference checks, a criminal history record check, and when appropriate, a financial (credit) report or driving history check.
  
  Remote Work Disclaimer: Remote work eligibility is not guaranteed and is subject to approval. Employee eligibility depends on the likelihood of the employee succeeding in a remote work arrangement and the supervisor's ability to manage remote workers. Departments and/or Human Resources may amend, alter, change, delete, or modify eligibility.

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