Student Technology Support & Engagement Specialist

Job description

Posting Details Dickinson College is a premier four-year residential liberal arts institution chartered in 1783 and widely recognized as a leader in global and sustainability education. Dickinson College is located in Carlisle, named a “most livable city” by Forbes and is minutes from the state capital of Harrisburg. The campus is connected to a vibrant downtown that offers eclectic dining, shopping and entertainment options. Within a two-hour drive are Philadelphia, Baltimore and Washington, D.C.; New York City is three hours away. Dickinson College offers full-time employees a broad range of benefits, including a comprehensive medical insurance plan, life insurance, flexible spending accounts, generous time off, parental leave, homebuyer assistance, and tuition benefits for eligible employees and dependent children under the age of 24. Upon eligibility, the College contributes 8% of an employee’s base salary to a retirement account with an additional .5% matching contribution; all money paid by the college into the employee’s retirement plan is immediately and fully vested in the employee. Below you will find the details for the position, including any supplementary documentation and questions you should review before applying for the opening. To apply for the position, please click the "Apply" for this job link button above. Position Department User Services - Computing Specialists Job Summary/Basic Function The Student Technology Support & Engagement Specialist ensures effective IT support at Dickinson College by managing the student technical staff at the Help Desk, coordinating support for student-owned technology and maintaining the campus loaner laptop program. This position also creates technical documentation, maintains the User Services Knowledge Base and collaborates with User Services and Academic Technology liaisons. Lastly, this position serves as backup for the Help Desk when needed and communicates IT resources and services to campus. 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. Essential Functions 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. Requirements 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. EEO/Diversity Statement: The College is committed to building a representative and diverse faculty, staff, and student body. We encourage applications from all qualified persons.