Lawrence University ยท 5 hours ago
Lead User Support Specialist
Appleton, WI
Full-time
Onsite
Mid, Senior Level
3+ years expLawrence University is seeking a Lead User Support Specialist who will provide technical support to students, faculty, staff, and alumni while leading a team of User Support Specialists. The role involves troubleshooting computing technology issues, maintaining documentation, and ensuring excellent customer service.
Higher Education
Responsibilities
Provide daily oversight and leadership of User Support Specialists while also actively performing duties of a User Support Specialist
Act as main point of contact for questions or concerns from students, faculty, staff and alumni related to the support received from User Support Specialists
Monitors, prioritizes, and responds to requests from multiple sources including phone, voicemail, email, and walk-ups
Assists all users with hardware, software and other technology requests and issues. Identifies root cause of problem and fixes it. Accurately maintains required documentation (steps taken, time logged, etc.) in work order system for each issue
Resolves issues/requests in an efficient and timely manner. Follows up with users as needed to verify issue is resolved
Assists with support, configuration and enhancements of the third-party ticket system
After gathering pertinent information escalates issues to other IT staff when appropriate
Prepares/Updates training materials and documentation of systems for the Lawrence user base and internal Technology Services teams. Trains users on proper use of hardware/software
Coordinate and assist with the on-boarding and off-boarding of users, security badges and other security related requests
Coordinates equipment moves between users, Facilities and Technology Services
Assists with maintenance of asset records
Performs other duties as assigned
Qualification
Required
At least 3 years of prior IT Help Desk experience
Associate degree in an IT related field
Or any combination of education and experience that provides equivalent knowledge, skills, and abilities
Preferred
Prior leadership experience is preferred
Prior Help Desk experience is preferred
Prior customer service experience is preferred
Strong ability to take ownership of assigned tasks and responsibilities
Display initiative and ability to work both independently and within a team. Able to make good judgement calls when working independently
Excellent organizational and time management skills. Ability to manage schedule and coordinate multiple tasks at once
Considerable knowledge of Microsoft 385 platform (Word, Excel, One Drive, SharePoint, Teams, etc.) and other commonly used tools such as Adobe
Considerable knowledge of modern device operating systems (Windows 11, Apple iOS, Android, etc.)
Knowledge of Voice Systems (Phones, Voicemail, etc.)
Knowledge of basic networking concepts (wireless, cloud computing, etc.)
Considerable ability to troubleshoot in unfamiliar environments. Recognize trends to identify root cause issues
Considerable ability to learn new software with or without formal training
Excellent communication skills and exceptional customer-facing skills with a high degree of professionalism. Logical, clear, and concise written and verbal communication skills
Discretion in handling confidential information
Company
Lawrence University
Lawrence University is a private liberal arts college and conservatory of music in Appleton, Wisconsin.
501-1000 employees
H1B Sponsorship
Lawrence University has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (5)
2024 (2)
2023 (4)
2022 (7)
2020 (2)
Funding
Current Stage
Late StageRecent News
2022-11-26
Company data provided by crunchbase