Grand Valley State University has a COVID-19 Vaccine requirement that requires all faculty, staff and students to be vaccinated. New hires will be expected to adhere to the policy unless they are eligible for allowable exemptions or postponement. Up-to-date information can be found on our Lakers Together website.

Open Positions

Application Accommodations:

If you are unable or limited in your ability to access our career website as a result of a physical or mental impairment, please contact Human Resources at (616) 331-2215 or hro@gvsu.edu to request a reasonable accommodation. You may also access this resource to request accommodations prior to or during the interview process. Your privacy is important to us, therefore, we will only share information regarding accommodations on a need to know basis.

IT Services Specialist

Apply now Job no: 493891
Position type: PSS - Professional Support Staff
Location: Grand Rapids
Categories: Information Technology

Provides technical support service for instructional technologies. Identifies equipment malfunctions and performs repairs in labs, classrooms, and conference rooms.

Responsibilities - Essential Functions:

  • Provides technical support and training on use of presentation technologies in classrooms, computer labs, and conference spaces.
  • Identifies equipment malfunctions and performs repairs in labs, classrooms, and conference rooms.
  • Installs, repairs, and maintains computers in academic spaces including classrooms, kiosks, and computer labs.
  • Supports and repairs technology for specialty classrooms, distance and hybrid learning, and Active Learning Classrooms.
  • Deploys equipment and provides technical assistance for faculty and staff members’ office technology (monitors, printers, computers, etc.).
  • Troubleshoots software and application issues.
  • Supports University approved collaboration tools for office and classroom use (Zoom, Teams, OneDrive, etc.)
  • Documents issues and troubleshooting steps in tickets and escalates issues as necessary.
  • Creates and processes incoming tickets via our ITSM solution.
  • Operates the event scheduling system (EMS).
  • Manages the setup and tear down of technology for conferences & events.
  • Responsible for special audiovisual setups for events in coordination with the President’s office.
  • Processes loan requests and equipment reservations for faculty and staff.
  • Works with vendors to resolve equipment issues, when appropriate.
  • Troubleshoots printing, networking, and wi-fi issues and escalates to the Enterprise Architecture Team as necessary.
  • Assists with walk-up customer support for faculty, staff, and students in IT Services office areas.
  • Assists in the training, coordination, scheduling, and supervision of student employees.
  • Responds to technical emergencies.
  • Other related duties as assigned.

Non-Essential Functions:

  • Familiarity with Extron & Crestron equipment in classrooms and event spaces.
  • Provides support for IT Services call center.
  • Assists users with account access via Active Directory, including password, reset, adding users to computers, OS lockouts, and firmware access issues.
  • Maintains an inventory of media supplies, A/V resources, equipment (including backup hardware).
  • Maintains current skillset and knowledge as the equipment is upgraded and improved.
  • Removes and recycles old equipment as needed.
  • Recommends equipment purchase and replacement in coordination with the Technology Supply office.

Required Qualifications and Education:

  • Associate’s or two-year technical degree or 2+ years of related experience in technical support.
  • Working knowledge of A/V production equipment, systems design, electronics, and audio systems.
  • Strong computer skills.
  • Demonstrated ability to recognize and identify equipment malfunctions and make minor repairs using critical thinking and problem-solving skills.
  • Demonstrated ability to successfully work under pressure, meet deadlines, and manage multiple responsibilities in a professional environment.
  • Demonstrated ability to successfully maintain positive interpersonal relationships.
  • Demonstrated ability to successfully provide quality and timely customer service.
  • Demonstrated ability to successfully maintain satisfactory work performance and attendance records.
  • Demonstrated ability to successfully work independently, organize own work, and coordinate work activities of others.
  • Possess strong verbal and written communication skills.

Preferred Qualifications and Education:

  • Bachelor’s degree.
  • Supervisory experience.
  • Project management experience.
  • Four or more years of experience in a customer service position.
  • Experience supporting technology in an academic setting.
  • Knowledge of ITIL foundations.
  • Ability to work flexible hours.

Supervision Received:

Reports to the IT Services Manager. Much of the work is self-initiated, so the employee is expected to function with considerable independence and apply all appropriate policies and procedures within the assigned area of responsibility.

Supervision Exercised:

Hire, train, schedule and coordinate the work of student employees and may act as lead to other staff members within the department/unit/division.

Physical Demands:

  • To perform this job successfully, an individual must be able to perform each essential function satisfactorily. They must have the physical stamina to work long hours and/or more than 5 days per week. The requirements listed are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Travel will be required including trips across and between campuses to provide on-site support for the community.
  • The information contained in this job description is for compliance with the Americans with Disabilities Act (A.D.A) and is not an exhaustive list of the duties performed for this position. Additional duties are performed by the individuals currently holding this position and additional duties may be assigned.

Salary: T-4 Level. Minimum starting salary of $23.53

Campus: Grand Rapids (includes both Pew Campus and Health Campus)

Application Deadline: December 15, 2021

How to Apply: Apply online at jobs.gvsu.edu and select "Apply now". Please include a cover letter and resume. The online application will allow you to attach these documents electronically. On the application, you will be required to provide names, phone numbers, and e-mail addresses for three professional references. If you need assistance, call Human Resources at 616-331-2215.

Job Category: Professional Support Staff

Job Type: Full Time, Monday - Friday, 7 am - 4 pm

Grand Valley State University has a COVID-19 Vaccine requirement that requires all faculty, staff and students to be vaccinated. New hires will be expected to adhere to the policy unless they are eligible for allowable exemptions or postponement. Up-to-date information can be found on our Lakers Together website.

Grand Valley State University does not discriminate against students, faculty or staff in any of its employment practices or in its educational programs or activities. Grand Valley State University is guided by values for inclusiveness and community which are integral to our mission to educate students to shape their lives, their professions, and their societies, and to enrich the community through excellent teaching, active scholarship, and public service. The University is an affirmative action, equal opportunity institution. It encourages diversity and provides equal opportunity in education, employment, all of its programs, and the use of its facilities. Members of the University community, including candidates for employment or admissions, and visitors or guests, have the right to be free from acts of harassment and discrimination, which are prohibited if they discriminate or harass on the basis of age, color, disability, familial status, height, marital status, national origin, political affiliation, race, religion, veteran or active duty military status or weight. In addition, Grand Valley is required by Title IX of the Education Amendments of 1972 to ensure that none of its education programs and activities discriminate on the basis of sex/gender. Sex includes sex stereotypes, gender identity, gender expression, sexual orientation, and pregnancy or parenting status. The Office for Title IX and Institutional Equity serves as a resource for the GVSU community and assists individuals who may have been impacted by discrimination or harassment in connecting with resources, imposes measures that protect or support access to programs and activities, and oversees the university’s grievance process for allegations of discrimination and harassment. Inquiries regarding the application of Title IX may be referred to the Title IX Coordinator, 4015 Zumberge Hall, titleix@gvsu.edu, (616) 331-9530.

The University will provide reasonable accommodations to qualified individuals with disabilities. See www.gvsu.edu/affirmative/. TDD Callers: Call Michigan Relay Center at 711 (in State) or 1-800-833-7833 (out of State)

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Must have the physical stamina to work long hours and/or more than 5 days per week. The requirements listed are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The information contained in this job description is for compliance with the Americans with Disabilities Act as amended by the ADA Amendment Act (2008), Section 504 of the Rehabilitation Act of 1973, and other applicable federal and state laws that prohibit discrimination on the basis of disability. GVSU will provide reasonable accommodations to qualified individuals with disabilities upon request.

Advertised: Eastern Standard Time
Applications close: Eastern Standard Time

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