Application Support Specialist - CAIRN UNIVERSITY : Job Details

Technology Services Application Support Specialist Cairn University Technology Services Department is inviting qualified individuals to apply for the position of Application Support Specialist. The position reports to the Director of Technology Services. The Technology Services department provides a smooth workflow to every department at Cairn and ensures a streamlined learning experience for each and every student, on and off campus. The responsibility of this department is to stay up-to-date on rapidly changing technology as well as to keep current technology up and running safely and smoothly. The Application Support Specialist will serve as a critical resource in supporting, maintaining, and improving the university's administrative and academic software systems. This individual will act as the bridge between the technical team and end users, ensuring that applications are configured, documented, and utilized to their full potential. The role requires a blend of technical troubleshooting, business process understanding, user training, and cross-departmental communication. This position is essential for reducing support bottlenecks, improving user satisfaction, and enabling more strategic use of enterprise software. It will also alleviate the growing burden currently placed on infrastructure and systems staff, allowing them to focus better on cybersecurity, uptime, and scalability. The application support specialist will bridge a significant gap in system expertise and day-to-day operational support within the Admissions Department, particularly for the mission-critical SLATE platform. Essential Duties and Responsibilities

• Contribute to Departmental Support and Flexibility
  • Participate in additional tasks and responsibilities as needed to support the overall operations and goals of the Technology Services department. This may include contributing to cross-functional projects, assisting colleagues, or responding to evolving priorities, even when such tasks fall outside the specific scope of the role.
• Application Support and Troubleshooting:
  • Providing timely issue resolution for all users.
  • Serving as the primary point of contact for SLATE issues, which involves handling configuration questions, troubleshooting errors, managing user access, and escalating technical issues to SLATE support or internal IT as needed.
• System Configuration and Optimization:
  • Ensuring system configuration and optimization.
  • Maintaining and updating forms, workflows, and automations to ensure that application review processes, communication plans, and inquiry forms remain accurate and functional across admission cycles.
• User Acceptance Testing (UAT):
  • Leading user testing of major application changes or new features to ensure that updates meet the needs of Admissions staff before going live.
• Training, Documentation, and Onboarding:
  • Providing consistent documentation, training materials, and onboarding support.
  • Creating documentation and training resources to help onboard new Admissions staff and student workers by providing clear instructions and quick-reference materials tailored to departmental processes.
• Data Integrity and Reporting Support:
  • Enhancing data integrity and cross-system continuity.
  • Supporting data integrity and integrations by working directly with and through Technology Services staff and resources to maintain the flow of admissions data into downstream systems (e.g., SIS, reporting dashboards), minimizing manual work and reducing data inconsistencies.
  • Providing support for strategic initiatives and resources for advanced reporting.
• Cross-Departmental Collaboration:
  • Coordinating between software vendors and internal stakeholders.
  • Partnering with Admissions leadership to identify areas where SLATE can be better leveraged to streamline operations or improve prospective student engagement.
• Project Support:
  • Providing support for strategic initiatives and resources.

Skills and Abilities

• Provide technical assistance and support to the Cairn community.
  • Provides support for and contributes to the various administrative processes of the Technology Services department. Areas of functionality include but are not limited to responding to Help Desk phone calls and work orders, administration of digital multifunction equipment and communication with service providers, purchasing of technical components and department supplies, and the documentation and maintenance of departmental records pertaining to licenses, equipment inventory, policies and procedures, invoice processing and tracking budget/project costs.
  • Provides general support for computer-related hardware and software throughout the University. Items requiring support include but are not limited to workstations, monitors, printers, scanners, network components, cabling, digital multifunction equipment and telephony components.
• Demonstrates a strong understanding of business processes and how they align with system functionality.
• Possesses the ability to effectively train users across varying levels of technical proficiency.
• Communicates clearly and effectively across departments to support collaboration and issue resolution.
• Develops clear, user-friendly documentation and quick-reference guides to support system use and adoption.
• Capable of managing user access and configuring system settings to meet operational and security requirements.
• Takes a proactive approach to identifying opportunities for continuous improvement and streamlining of processes.
• Applies strong problem-solving skills to ensure timely resolution of issues and effective troubleshooting.
• Maintains strong organizational skills to effectively manage forms, workflows, and related documentation.
• Demonstrates strong analytical and problem-solving skills, with the ability to perform effectively in high-pressure situations.
• Ability to effectively manage multiple concurrent priorities and meet deadlines within a dynamic, fast paced, and challenging environment.
• Ability to maintain accurate records in accordance with departmental policy.
• Ability to incorporate problem-solving principles into troubleshooting techniques. Must discern when to function independently and when to contribute as a team member.
• Excellent written and verbal communication skills and the ability to express ideas concisely and clearly to both technical and non-technical clients.
• Strong interpersonal skills and the ability to work effectively with a wide range of constituencies.
• Must be willing and able to assist in IT help desk support as a backup to other members of the department.
• Must be able to lift and transport various technical components and assist with cable installations. Occasional ladder work may be required.
• Shall be on call 24/7; responding to urgent support needs as determined by the Director of Technology Services.

Required Education and Experience

• Bachelor's degree in computer science or in a related field or commensurate experience.
• Recent experience in computer technology, including hardware, software and network administration.

Physical Requirements: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Prolonged periods of sitting or standing at a workstation, using a computer and other office equipment.
• Frequent use of hands and fingers for typing, wiring, assembling, or repairing electronic equipment.
• Ability to lift, carry, push, and pull computer equipment, peripherals, or boxes of supplies weighing up to 40 pounds.
• Occasional bending, kneeling, crouching, or crawling to access equipment under desks, in server rooms, or in tight spaces.
• Ability to climb ladders or step stools to install or access overhead cabling and equipment.
• Visual acuity to read digital screens, technical diagrams, and manuals.
• Auditory ability to hear and respond to end users, alarms, or signals in equipment or network environments.
• Mobility to move between campus buildings and data center locations, sometimes multiple times per day.
• Occasional extended hours or on-call availability during system maintenance, upgrades, or emergencies.

• Sustained mental concentration and focus required to perform complex tasks, manage multiple priorities, and make sound decisions in a dynamic environment.
• Ability to remain alert, composed, and professional while managing interruptions, shifting demands, and potentially high-stress or emotionally charged situations.
• Capacity to work independently or collaboratively for extended periods while maintaining productivity and attention to detail.
• Emotional resilience to handle sensitive information, provide support or service to diverse individuals, and adapt to evolving institutional needs.

This role is typically performed in an office, lab, or server room environment, with some work required in classrooms, residence halls, or outdoor campus areas depending on the task. Serving at Cairn University Located in Langhorne, Bucks County, Pennsylvania, Cairn University exists to educate students to serve Christ in the church, society, and the world as biblically minded, well-educated and professionally competent men and women of character. Students earn bachelor's degrees in various areas including Bible, Education, Music, and Business Administration; and graduate degrees in Business, Divinity, Education, Organizational Leadership, Worship and Music, and Counseling. Cairn is a conservative evangelical institution within the protestant tradition that employs faculty and staff who profess Jesus Christ as personal Savior; agree to Cairn's Statement of Faith and Community Life Covenant; and serve students in a ministerial capacity through imparting and upholding biblical instruction, prayer, and mentoring. Members of the faculty are required to integrate biblical instruction in their respective professional subject areas. All members of the Cairn community are obligated to affirm, agree with, and align with the University Foundational Statements. During the application process, applicants will have the opportunity to review these statements and must agree to affirm and support the position of the University, if hired. Applicants are also asked to provide a Personal Testimony of salvation as part of the application process. To apply, please follow the link below. You may upload and submit your resume/CV and cover letter and unofficial transcripts with the application. Ineligible for sponsorship of H1B visa. Cairn University does not discriminate on the basis of race, gender, color, national or ethnic origin, age, disability or other protected characteristics, in administration of its educational, employment and admissions policies.