JOB SUMMARY/ESSENTIAL JOB FUNCTIONS: The Facilities Business Solutions Specialist bridges the gap between facilities and technology and provides ongoing support, troubleshoots user issues, and manages logins and access. This position is the central point of contact for service requests submitted through DASH (facilities management software).



DUTIES AND RESPONSIBILITIES:

Collaborates with users to identify the most useful features of the supported applications for specific issues; troubleshoots problems with the supported applications.
Assists the Facilities Product Manager with the day-to-day operations of the DASH facilities management system as well as its maintenance.
Receives tickets and work orders created using DASH; sends tickets to the proper facility teams to be resolved.
Manages the phone center for the Facilities Management service desk and provides phone and email responses to inquiries from college personnel.
Assists with the creation and deployment of learning resources for faculty, staff, and students (websites, audio/video as well as written tutorials, FAQs, etc.).
Offers technical support and troubleshooting at the tier 2 level for users experiencing complicated problems.
Assists in the provision of support to end users (faculty, staff, and students).
Collaborates with Educational Technology and IT personnel to proactively identify potential issues, address actual issues, and resolve problems.
Ensures appropriate communication for server and application updates/upgrades, as well as integration of the supported applications with the campus’s single sign-on system and other university systems.
Participates in the short- and long-term strategic planning for Educational Technology in the Physical Plant/Facilities department.
Performs other related duties as assigned.


MINIMUM REQUIREMENTS:

EDUCATION: Associate’s Degree. (TRANSCRIPT REQUIRED)

EXPERIENCE: Three (3) years of experience with general computer and network problem resolution; OR a combination of education and related work experience to equal five (5) years. Must have a valid Driver’s License. (Experience or related experience in support and troubleshooting of computing applications or web-based technology preferred).

KNOWLEDGE, SKILLS, AND ABILITIES:

Knowledgeable in the use of the latest mobile device platforms and tools.
High degree of computer literacy (Microsoft Office Suite, Outlook, web-based applications).
Familiar with web-based technology used in higher education.
Strong organizational skills.
Excellent verbal and written communication skills.
Exceptional interpersonal and communication skills (oral and written in American English).
Experience with the use of technology in education.
Ability to work independently, collaboratively, and effectively with personnel of diverse ranks and levels of technical expertise.
Ability to deliver differentiated instruction (format and content) to meet the needs of our diverse end-user population.
Strong attention to detail.
Excellent troubleshooting skills and ability to define problems and offer valid resolution.
Experience with Windows and Mac platforms.