University Job Title
Technology Services Specialist

Bargaining Unit
None - Not included in the union (Yale Union Group)

Time Type
Full time

Duration Type
Regular

Compensation Grade
Administration & Operations

Compensation Grade Profile
Supervisor; Senior Associate (P5)

Work Location
Central Campus

Worksite Address
127 Wall Street New Haven, CT 06511

Work Week
Standard (M-F equal number of hours per day)

Searchable Job Family
Computing and Information Systems

Total # of hours to be worked:
37.5

Position Focus:

Reporting to the Associate Director of User Support Services, the Application Support Specialist is responsible for providing a high-level of support services to the Law School faculty and staff including: meeting with users to provide one-on-one support and training, responding to support requests, creating and updating documentation and step-by-step guides and developing and delivering group training. This position requires a commitment to providing excellent customer service and the ability to listen carefully to understand needs, and proactively respond to those needs, in a diplomatic, professional and timely manner.

The successful candidate will:
 

• Respond in a timely manner to requests for assistance and troubleshoot problems with tools such as Microsoft Office suite, Office365 collaboration tools, File sharing platforms, Adobe Acrobat, Canvas, YLS Canvas Tools and Yale Message.
• Thoroughly understand and support all core functionality of Canvas and the integrated service components of Canvas. Support use of Canvas by identifying skills, knowledge and training gaps and develop and deliver the necessary support documentation, workshops and training classes to bridge those gaps.
• Research, evaluate, and test new tools within Canvas and provide feedback and recommendations.
• Thoroughly understand the Law School supported collaboration platforms and assist users in selecting and configuring solutions that meet their requirements. 
• Ability to work with a wide range of people of varying experience and competency.Respond with an appropriate sense of urgency to support requests that impact teaching or research deadlines.
• Document and track all activity on issues in the help desk ticketing system.
• Monitor faculty and staff computer backups.
• May serve on University committees.

Essential Duties

1. Acts as a project leader for technology projects. Consults with client to assess technology needs. Develops and implements solutions to meet those needs. Makes recommendations for allocation of resources, product selection, and priorities.
2. Delivers technical expertise and provides recommendation in researching, evaluating and implementing new technologies.
3. Provides high-level service for existing technologies and large scale projects, as well as high-end support for all technology.
4. Manages operating systems, applications, web services, and content on the client’s servers.
5. Maintains indepth knowledge of existing and emerging technologies.
6. Develops and reports on metrics that measure usage, reliability and client satisfaction for all technology services provided
7. Manages relationships with internal and external clients, outside vendors, consultants and peer institutions.
8. Maintains highest possible degree of service and responsiveness in complex, multi-vendor, multiplatform environment.
9. Provides training on the usage of various technologies, and other software and hardware. 1
10. Manages assigned project tasks to ensure timely and high quality outcomes. Provides regular status reports on assigned projects.
11. Supervises temporary and student workers. 12. May perform others duties as assigned.

Required Education and Experience

Bachelor's Degree in a related field and three years of experience of related work experience or an equivalent combination of education and experience.

Required Skill/Ability 1:

Strong analytical skills to resolve issues. Demonstrated ability to work independently and consistently meet deadlines with high accuracy, attention to detail and follow through on all assigned tasks. Ability to work effectively in a flexible and changing environment and manage multiple activities and priorities is required.

Required Skill/Ability 2:

Excellent interpersonal and relationship building skills. Ability to communicate and interact effectively with a diverse user community.

Required Skill/Ability 3:

Expert proficiency with Microsoft Word, including creating and troubleshooting macros, preparing manuscripts for publication and troubleshooting and remediating document issues caused by file corruption, conversions or other issues.

Required Skill/Ability 4:

Demonstrated support of a Learning Management System (LMS) in a university setting, including the support of faculty in the use of an LMS.

Required Skill/Ability 5:

Excellent oral and written communication skills. Demonstrated ability to present complex materials to a broad user community and develop and deliver effective training workshops.

Preferred Education, Experience and Skills:

Expert proficiency with Microsoft Excel and Microsoft Access.

Weekend Hours Required?
Occasional

Evening Hours Required?
Occasional

Drug Screen
No

Health Screening
No

Background Check Requirements

All candidates for employment will be subject to pre-employment background screening for this position, which may include motor vehicle, DOT certification, drug testing and credit checks based on the position description and job requirements. All offers are contingent upon the successful completion of the background check. Please visit www.yale.edu/hronline/careers/screening/faqs.html for additional information on the background check requirements and process.

Posting Disclaimer

The intent of this job description is to provide a representative summary of the essential functions that will be required of the position and should not be construed as a declaration of specific duties and responsibilities of the particular position. Employees will be assigned specific job-related duties through their hiring departments.

Affirmative Action Statement:

Yale University considers applicants for employment without regard to, and does not discriminate on the basis of, an individual’s sex, race, color, religion, age, disability, status as a veteran, or national or ethnic origin; nor does Yale discriminate on the basis of sexual orientation or gender identity or expression. Title IX of the Education Amendments of 1972 protects people from sex discrimination in educational programs and activities at institutions that receive federal financial assistance. Questions regarding Title IX may be referred to the University’s Title IX Coordinator, at TitleIX@yale.edu, or to the U.S. Department of Education, Office for Civil Rights, 8th Floor, Five Post Office Square, Boston MA 02109-3921. Telephone: 617.289.0111, Fax: 617.289.0150, TDD: 800.877.8339, or Email: ocr.boston@ed.gov.

Note
Yale University is a tobacco-free campus