Technical Support Specialist

About the Work Unit : The Vanderbilt University School of Nursing (VUSN) IT team provides comprehensive technology services and support to more than 1,000 students, faculty, and staff. The team supports endpoint computing, instructional and classroom technologies, applications, infrastructure, web services, and emerging technologies that advance VUSN's academic, research, and administrative missions.

Responsive service, collaboration, and technology innovation are hallmarks of VUSN IT. Key Functions and Expected Performance : User Support and Troubleshooting Provide comprehensive in-person and remote technical support to VUSN faculty, staff, and students across Windows and macOS computers, mobile devices, peripherals, software, university systems, and emerging technologies.

Apply advanced troubleshooting techniques to diagnose and resolve hardware, software, connectivity, account, application, and device issues, minimizing disruption to academic and administrative activities. Own technical issues through resolution or appropriate escalation and coordinate with other technology teams when necessary.

Classroom and Instructional Technology Support classroom and instructional technologies used for in-person, hybrid, and technology-enhanced instruction. Troubleshoot technology issues during class sessions and other academic activities to minimize disruptions and maintain the integrity of instructional and recorded materials.

Partner with faculty to integrate existing and emerging technologies into teaching and learning environments. Provide training and guidance to faculty, staff, and students on classroom and instructional technologies. Documentation and Knowledge Management Maintain accurate documentation of support interactions, troubleshooting activities, and resolutions.

Develop and maintain technical documentation, procedures, and knowledge-based content for commonly supported technologies and services. Collaboration and Service Improvement Collaborate with VUSN IT colleagues, vendors, and other university partners to resolve technical issues and deliver technology services. Participate in technology projects, deployments, system upgrades, and other initiatives affecting VUSN.

Identify recurring technical issues and recommend improvement, preventative measures, or process changes that improve reliability and the user experience. Supervisory Relationships : This position does not have supervisory responsibility. This position reports administratively and functionally to the Associate Director of Information Technology at VUSN.

Education

Associates degree is necessary. A minimum of a Bachelor's degree is preferred. CompTIA A+ certification is preferred. Experience and Skills : Minimum of 2 years working with the IT industry is necessary. Minimum of 1 year experience with A/V technologies is preferred. Key Characteristics of a Successful Team Member in the Work Unit : Good problem solving skills Works well under pressure Creative thinker Organized Works well with a diverse set of faculty, staff, and students