The Customer & Technical Service Specialist -- under the guidance of the Director and Assistant Director of the Campus Card System (the Wildcard, a division of University Information Technologies) -- will work in a high performance, customer-focused team environment, and is responsible for technical and several customer-oriented tasks in the Wildcard Office. Responsibilities will include assisting in the planning, estimation of cost, installation, wiring, basic network support, preventive maintenance, reader firmware/software updates, repairs and troubleshooting of all aspects of the card system and hardware maintenance on existing equipment. Position will entail emergency off-hour coverage and extended work hours during semester start up (twice per year). Secondary responsibilities will entail supporting the Director and Operations Manager by assisting customers, making identification cards, adding funds to stored-value card (Nova Bucks) accounts, provisioning access privileges, processing mail deposits, keeping all accounts up to date, and answering questions regarding the Wildcard program via phone, email, or in the office.

Villanova is a Catholic university sponsored by the Augustinian Order. Diversity and inclusion have been and will continue to be an integral component of Villanova University's mission. The University is an Equal Opportunity/Affirmative Action employer and seeks candidates who understand, respect and can contribute to the University's mission and values.

Duties and Responsibilities:

Proactive System Support and Customer Service

• Engaging with customers and campus partners via phone, email, in-person visits, and ticketing system to assess and provide proactive solutions. This includes making identification cards, adding funds to Nova Bucks accounts, granting/denying access privileges, processing mail deposits, keeping all accounts up to date, and more.
• Managing all aspects of the Wildcard off-campus merchant program, including hardware, software, and reporting.
• Preventive maintenance of current hardware and software solutions.
• Assisting with the testing of new card systems enhancements including hardware, software, and account automation procedures.

Administrative Responsibilities

• Collaborate with functional teams on diverse, complex issues, new technologies, and projects, both internal and external to University Information Technologies (UNIT).
• Facilitate knowledge transfer between departments inside and outside of UNIT.
• Work across UNIT to develop and document system policies and procedures.
• Perform upkeep of access audit documentation and manage the yearly audit schedule.
• Represent UNIT in relevant meetings and committees.

Research, Development, and Service Delivery Assessment

• Dedicate time researching and developing new, innovative technologies for next-generation services for campus.
• Explore options for addressing current issues or service gaps by reaching out to other universities; discussing methods, technologies, and processes they have used to knowledge-share and collaborate on solutions; maintain a knowledge base for information.

• Engage in the Continual Service Improvement process with colleagues to assess services and processes, identifying opportunities for enhancements or replacements.

   

• Perform additional duties and assist with special projects as assigned.

Minimum Qualifications:

Formal Education

• High school diploma or equivalent required

Work Experience

• 2-4 years in a customer-focused service environment
• 2+ years' experience troubleshooting basic computer and printer issues
• 3+ years' experience installing and maintaining building/door access solutions

Work Skills (e.g., written and verbal communication skills)

• Possess a growth mindset with an eagerness to learn
• Curious by nature, with a willingness to ask difficult questions
• Abili y to apply empathy-based communications and actions to support customers
• Talent for building effective relationships and working within a team
• Ability to document the work of yourself and others

Specific Job Knowledge (e.g., knowledge of principles and procedures related to field and area)

• 2+ years' experience troubleshooting basic computer and printer issues
• 3+ years' experience installing and maintaining building/door access solutions

Equipment Knowledge

• Electronic access equipment
• Door hardware
• Electronic hand tools
• Multimeters

Preferred Qualifications:

Formal Education

• Technical/vocational education and/or training in a related field

Work Experience

• Experience working in a higher education setting strongly preferred
• Experience with card access operations and support in a higher education setting highly preferred

Work Skills (e.g., written and verbal communication skills)

• Ability to translate needs/issues with both functional and technical audiences.
• Excellent time management and planning skills
• Strong analytical skills in identifying trends and making business/technical decisions.

Specific Job Knowledge (e.g., knowledge of principles and procedures related to field and area)

• Experience working with CS Gold card solution and access management highly preferred

Equipment Knowledge

• Personal computers and associated hardware
• Security cameras

Physical Requirements and/or Unusual Work Hours:

• Tools, machinery, and equipment used: Proprietary access control tools and equipment.

   

• Environmental conditions: (any unusual/adverse conditions such as exposure to chemicals, noise, illumination, air quality, weather exposure etc.). Will need to move around and work in a mix of indoor/outdoor areas around campus in all types of weather.

   

• Physical requirements: (items such as lifting, pushing, pulling, standing or sitting for extended periods of time, manual dexterity, walking etc.) Standing for extended periods of time and moving around campus to triage equipment. Heavy lifting may be required.

Special Message to Applicants: Posting Date:10/10/2024Closing Date (11:59pm ET): Salary Posting Information:

Commensurate with experience

Salary Band:13Job Classification:exempt

References Needed

References Needed

Minimum Number of References Needed3Maximum Number of References Needed3