Information Services Support Specialist

Augustana University invites applications for an Information Services Support Specialist. This position serves as a primary point of contact for technology support within the universitys Information Services team providing friendly responsive first-tier assistance to faculty staff students and other campus partners.

Responsibilities include the following:

• Serve as a welcoming first point of contact for technology support responding to walk-up phone email and ticket-based requests.
• Troubleshoot and resolve routine issues involving computers mobile devices software accounts passwords printers classroom technology phones peripherals and basic network connectivity.
• Create and maintain accurate support tickets document troubleshooting efforts monitor outstanding requests and communicate with customers through resolution or escalation.
• Identify issues requiring additional technical expertise gather appropriate diagnostic information and route requests to the appropriate Information Services team member.
• Create and maintain user-facing help resources FAQs internal documentation training materials and approved automated support tools.
• Train guide and coordinate student assistants in customer service documentation basic troubleshooting and escalation practices.
• Identify recurring technology issues and trends to support service improvements and expanded self-service resources.
• Build positive working relationships across campus and provide clear approachable support to users with varying levels of technical experience.

Qualifications for this position:

• High school diploma or equivalent required; associates degree technical coursework certification or equivalent experience preferred.
• Experience providing customer service technical support help desk support or similar first-tier assistance.
• Working knowledge of common operating systems productivity software printers peripheral devices account and password support and basic troubleshooting practices.
• Strong communication and customer service skills including the ability to assist non-technical users and accurately document support work.
• Two or more years of technology support customer support service desk or similar experience is preferred.
• Experience with ticketing systems knowledge bases inventory systems or service-management workflows is preferred.
• CompTIA A Google Microsoft Apple customer service or comparable training or certification is preferred.

Application Procedure:

The position will remain open until filled. Interested applicants are asked to submit the below application materials via our Career Center Portal. If assistance is needed during the application process please reach out to.

• Letter of interest

• Resume or curriculum vitae

• Contact information for at least three references

Official website:

Augustana University is an Equal Opportunity/Affirmative Action/Title IX Employer. Applicants must comply with the Immigration Reform and Control Act and may be required to submit official transcripts upon employment. Finalist candidates must satisfactorily complete a pre-employment background check.