"Student Technology Support & Engagement Specialist"

The Student Technology Support & Engagement Specialist ensures effective IT support at Dickinson College. They manage recruitment, training, scheduling, and supervision of student technical staff at the Help Desk and the ResNet Services Annex student computer support location. They coordinate support for student-owned technology and the campus loaner laptop program in conjunction with student-facing support. This position also creates technical documentation for campus-supported technologies and maintains the User Services Knowledge Base, ensuring the documentation is posted and updated as required. In the application of that technical knowledge, the position collaborates with User Services and Academic Technology liaisons on IT training for faculty, students, and staff as needed, including developing training materials, conducting workshops, and providing one-on-one support. The position serves as backup for the Help Desk when needed and communicates IT resources and services to the campus. Position requires strong communication, technical troubleshooting, and organizational skills. Position works independently and collaboratively within a dynamic support environment.

• This position is responsible for recruiting, hiring, training, scheduling, and supervising the User Services student technical team to ensure they are effectively integrated into departmental operations. The role oversees the daily functions of the Student Help Desk, ResNet Services Annex, and the Hardware Support Assistant positions, ensuring consistent and high-quality service delivery. Providing regular performance feedback, coaching, and mentorship to student employees is a key responsibility, supporting their development and success. Additionally, the position maintains and updates the student staff handbook, operational policies, and support workflows to reflect evolving procedures and uphold institutional standards.
• The position is responsible for maintaining and expanding User Services' internal and public-facing Knowledge Base of technical documentation. This includes writing and editing clear, accurate how-to guides and collaborating with both professional and student staff to update existing materials. The role also involves evaluating current documentation systems and developing strategies to improve accessibility, usability, and overall effectiveness for a diverse user audience.
• This position plans and coordinates IT training opportunities for students, faculty, and staff, including workshops, orientation events, and drop-in support sessions. It involves partnering with departments, administrative offices, Computing Specialists, and Academic Technology to assess training needs and develop targeted instructional materials, with an emphasis on making relevant content available through the Knowledge Base. The role also represents User Services in campus initiatives and collaborates on technology onboarding activities related to the academic calendar.
• The role includes creating and distributing student-focused IT communications through email and other platforms, ensuring messages are clear, informative, and timely. It involves developing and implementing strategies to engage students through digital channels, with consideration for the effective use of social media where appropriate. Additionally, the position ensures the accurate and prompt dissemination of information related to service outages, system updates, and available technology resources.
• This position oversees the health, readiness, and imaging of the college's loaner laptop fleets, ensuring that devices are properly maintained and fully functional. It includes coordinating with Help Desk staff to support efficient and consistent laptop checkout and check-in procedures. The role also involves maintaining system updates, performing diagnostics, and addressing technical issues as needed to keep the fleet in optimal working condition.
• The position serves as the designated backup to the full-time Help Desk Specialist, providing front-line user support during absences, high-demand periods, or other critical times. It also includes assisting with the mentoring of student staff by guiding them through escalated support issues and reinforcing Help Desk procedures to ensure consistent and effective service.

Department: User Services

Preferred Qualifications:

Required: Associate's Degree – Information Technology or a related field. 1-3 years work experience.

Preferred: Bachelor's degree – Information Technology, Computer Science, Education, or a related discipline.