This role is an on-campus, in-person position.

The Technology Support Specialist promotes effective use of the various administrative development systems and technologies used within the University Development division. They achieve this by providing training, technical support, troubleshooting, process documentation, and quality customer service to DEA and unit users.

Essential Functions:

• Training & Documentation: Develops and maintains documentation and provides training related to DEA systems, custom queries, reports and other technology resources. Work closely with the staff advisory council to ensure new employees are supported and trained on DEA technologies. 

• Help desk: The technology specialist oversees the effective management of the departmental help desk inbox. Assists with trouble-shooting issues in the various advancement software systems by working with end users and the Development Services team to determine the issue and the resolution. Ensures that inquiries are documented and responded to/routed to the appropriate resource promptly. 

• Specification of Projects: Translates stakeholder needs into comprehensive, actionable technical specifications for execution by the Development Services team. This requires intimate understanding of the desired outcomes, familiarity with Development Services resources, and awareness of relevant processes. This process occurs in partnership with the Project Management office. 

• Product Testing: Provides final review of products and conducts handoff to requestor with appropriate documentation and training. Assists in the testing and implementation of deliverables to ensure that the product meets stakeholder needs and is adopted effectively. Bridges gaps in technical knowledge between the requesting party and Development Services as needed.

• Development of Customer Relationships: Proactively maintains awareness of operations and key initiatives across the Development and External Affairs division in order to anticipate and effectively respond to needs. To this end, the technology support specialist may be directed to participate in meetings and projects in other areas of the University

Education and Experience:

Bachelor’s degree is required. 

A minimum of three years of work experience is required. Experience working with customers and serving as their key point of contact is also required.

Knowledge, Skills and Abilities:

Candidate must demonstrate strong interpersonal and verbal communication skills, with the ability to communicate broadly across the University and develop and maintain effective relationships with a wide range of constituencies. Must also demonstrate strong written communication skills. A strong customer service orientation is essential. 

Candidate must possess strong problem-solving skills with the ability to identify and analyze problems, as well as devise solutions. Experience with analysis of business problems and development of solution alternatives, required.

Candidate must have strong organizational, planning and time management skills. Must also have strong project management skills and a focus on attention to detail. 

Experience with documentation of processes, problems, requirements, and solutions is required. Experience with documentation of user help and training materials (e.g. glossaries, data dictionaries, quick-start guides, “how-to” references, etc.), preferred.

Candidate must have a strong working knowledge of and experience using Microsoft Office tools, especially Excel. Experience using Microsoft Structured Query Language (SQL), preferred. Experience using Microsoft SQL Server Reporting Services (SSRS), desired.

Experience or knowledge of advancement/fundraising business processes preferred. Experience with Blackbaud BBEC functionality desired. Familiarity with process improvement theory is a plus. Experience providing peer training preferred.