Student Tech Support Specialist

Emory University

. Manage the daily, in-person operations of the Student Technology Support desk (STS).

Posted 5/2/2026full-timeAtlanta • 🇺🇸 United StatesEntry LevelWebsite

Tech Stack

Tools & technologies

ITSM

About the role

Key responsibilities & impact

Manage the daily, in-person operations of the Student Technology Support desk (STS).
Provide walk-up technical support for all student personal devices, such as Wi-Fi configuration on capable laptops and assistance with devices that do not support EAP-TLS Enterprise authentication.
Conduct operating system, hardware driver, and software installations, updates, and troubleshooting.
Perform virus/malware detection, remediation, and prevention.
Diagnose hardware problems and provide repair assistance.
Analyze, design, recommend and implement divisional and school-wide efforts in specialized and advanced technologies that support the teaching and learning mission of the University.
Consult with faculty to implement system enhancements and modifications.
Provide system administration for academic systems and applications to ensure operability of services and provide a highly available, secure and robust academic technology infrastructure.
Conduct advanced-level troubleshooting to mitigate the impact of equipment failures and improve processes.
Review and create user guidelines and standard operating procedures for supported hardware infrastructure and academic applications.
Evaluate diagnostics and monitoring tools, making recommendations on how to prevent incidents and outages.
Design and implement preventative maintenance processes and procedures.
Lead software upgrades and equipment replacements to ensure system operability and up-to-date standards are met.
Analyze and share data with staff and departments on repair and maintenance activity and associated expenses to assist with future planning.
Research software and hardware systems to build staff competencies and efficiencies and to ensure service level standards are met.
Advise and consult with faculty to recommend best practices in classroom and instructional technologies.
Assist in training student staff to provide agreed-upon and monitored service levels.
Configure and maintain images and/or systems to ensure computers have up-to-date supported software and are properly secured.
Prepare, organize and deploy hardware upgrades and replacements.
Develop and coordinate one-on-one and group training sessions to educate faculty, staff and students.
Partner with vendors and departments on technology design.

Requirements

What you’ll need

A bachelor's degree and two years of experience in supporting computers, mobile devices, and/or video technologies, and equipment OR an equivalent combination of education, training and experience.
Proficient knowledge of current hardware and software packages in multiple operating systems (Windows, Mac).
Computer network troubleshooting skills, hardware diagnosis experience, and computer and network security protocols.
Candidates with prior experience with IT Service Management tools, staff management, and service desk supervision will be preferred.
Effective communication skills and the ability to interact professionally with a diverse group of clients and staff are critical.
Some evening and weekend work may be required, especially at the start of academic semesters.
Some heavy lifting of items up to 50 lbs. may be required.

Benefits

Comp & perks

Health and Safety Information Not Applicable

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

technical supportWi-Fi configurationoperating system installationhardware driver installationsoftware installationvirus detectionmalware remediationadvanced troubleshootingcomputer network troubleshootinghardware diagnosis

Soft Skills

effective communicationinterpersonal skillsstaff managementservice desk supervisiontraining and developmentconsultationproblem-solvingcollaborationorganizational skillsleadership