POSITION OBJECTIVE

Working with a high degree of independence and under general direction, the IT Specialist 2 serves as the primary technical administrator and strategic technology partner for the Institutional Animal Care and Use Committee (IACUC) and the Animal Resource Center (ARC). This role ensures the reliability, security, and optimization of mission-critical research compliance and operational systems that support the university's research, academic, and administrative goals. Responsibilities include advanced application administration, system integrations, data stewardship, vendor coordination, and technology planning across multiple university and affiliate locations. The IT Specialist 2 evaluates emerging technologies, recommends solutions that enhance operational efficiency, and leads or supports modernization initiatives that strengthen the technological backbone of IACUC and ARC.

ESSENTIAL FUNCTIONS

1. Provide advanced technical and application support for ARC and IACUC operations across multiple labs and locations. Research, diagnose, and resolve complex end-user and system issues involving computers, mobile devices, tablets, temperature monitoring systems, timeclocks, specialized lab equipment, and operating systems. Manage and prioritize service requests in the ticketing system, ensuring timely resolution and clear communication with stakeholders. Independently determine when to escalate issues and coordinate with vendors to resolve performance, configuration, or integration problems. (40%)
2. Serve as primary administrator for ARC and IACUC applications and related technology ecosystems. Configure and maintain user accounts, system protocols, permissions, and data integrity. Manage application updates, integrations, and testing cycles in collaboration with internal UTech teams and external vendors. Develop and maintain training modules, documentation, and user resources. Oversee content updates for ARC and IACUC websites. Ensure system reliability and compliance with institutional and regulatory requirements. (35%)
3. Provide strategic technology consultation and lead modernization initiatives. Advise IACUC and ARC leadership on technology planning, system enhancements, and the adoption of new tools that support research compliance, operational efficiency, and long-term sustainability. Evaluate emerging technologies and industry trends to identify opportunities for innovation. Lead or support special projects that modernize infrastructure, expand system capabilities, or improve data workflows. Collaborate with School of Medicine UTech teams and cross-functional partners to align solutions with institutional priorities. (20%)

NONESSENTIAL FUNCTIONS 

Perform other duties assigned. (5%)

CONTACTS 

Department: Regular contact with departmental staff and student employees in support of client assistance regarding status and resolution of client issues. Daily contact with UTech supervisor for the purpose of task assignments and status update.

University: Regular contact with faculty, staff who use supported information technology resources, services, and systems within IACUC office.

External: Occasional contact with users of the supported technology, who are not directly associated with Case Western Reserve University while providing first - and second-level support. Occasional contact with outside consultants, vendors and representatives while collaborating on system and technology support. 

Students: Occasional contact with student workers in the department while collaborating, troubleshooting and reviewing documentation related to the use of supported information technology resources, services, and systems. 

SUPERVISORY RESPONSIBILITIES

This position has no direct supervision of staff employees.

QUALIFICATIONS 

Experience/ Education: Bachelor's degree in related technical field and 3 years of related experience OR an Associate's degree in computer and/or related technical field and 5 years of related experience. Training or other course work in programming, system analysis, preferred. Familiarity with Cayuse Research Suite, or other Research Administration vended software preferred. Help desk experience is preferred. Familiarity with managing technology in a lab environment preferred. Server Administration experience is a plus.

REQUIRED SKILLS

1. Experience with supporting MS Windows and Apple devices.
2. Experience with Microsoft Office products. Familiarity with cloud services such as Google Workspace, Microsoft Office 365, Box, iCloud, etc. preferred.
3. Experience interacting with software application vendors, to report, track and resolve operational and performance issues. 
4. Familiarity with requirements of Institutional Animal Care and Use Committees (IACUC) preferred.
5. Experience supporting client/server and hosted enterprise applications.
6. Experience installing and configuring computer hardware.
7. Knowledge of basic database theory, design rules and development practices, including data modeling, data flow and entity relationship analysis.
8. Experience with API development and support is preferred.
9. Ability to understand organizational change in light of internal and external trends, influences, and future technology.
10. Strong team player and able to handle heavy workload. 
11. Ability to handle scheduled tasks along with unscheduled emergencies and priorities.
12. Strong customer service outlook and a desire to create an exceptional experience for staff, students and guests of the university by adapting to the given audience or situation and supporting the customer through to the resolution of the root cause of their issue. 
13. Ability to actively listen, responsive to verbal and non-verbal clues. Ability to empathize ¿ listening and actually becoming involved in what the customer is explaining about their situation.
14. Ability to respond to difficult, stressful and sensitive interpersonal situations in ways that reduce or minimize potential conflict and maintains good working relationships among internal and external customers. The ability to recognize awkward or potentially embarrassing situations which sometimes arise. Always aware of tone and careful choice of words, while at the same time ensuring that the intended message is clear, polite and readily understood. Ability to be flexible to meet the constant changing scope and needs of the department, division and customers being served.
15. Ability to work independently, under general operational guidelines.
16. Ability to work as part of a team, being able to play the roles of team leader and team player as required.
17. Demonstrate excellent analytical and problem-solving capabilities with the ability to prioritize based on situation, deadlines and solutions.
18. Ability to optimize the use of time and resources to achieve the desired results; effectively plan and organize work to minimize crises.
19. Excellent verbal, non-verbal and written communication skills
20. Consistently models high standards of honesty, integrity, trust, openness and respect for the individual. 
21. Experience working with various populations. 
22. Ability to handle sensitive, confidential and/or proprietary information. Ability to exercise meticulous care in the maintenance, control and accessibility of sensitive information.
23. Ability to meet consistent attendance.
24. Ability to interact with colleagues, supervisors, vendors, and customers face to face. 

WORKING CONDITIONS

Occasionally early morning, evening, or weekend hours may be required for maintenance activities or projects. The employee may be required to carry a cell phone, during and after their normal work hours, including weekends to attend to after-hours emergencies. Overtime may be required in emergency situations. Some locations which need to be visited may not have an elevator. Ability to lift computer equipment (up to 50 lbs.), balance, bend/stoop.