Technical Support Engineer # 26-23386

• Frontline Technical Support - 45%
• Provides frontline technical support to faculty, staff, and students in person, remotely, and through the Department’s service-request process.
• Diagnoses and resolves common issues involving:
• Windows and macOS computers
• Software and applications
• User accounts and authentication
• Printers and peripherals
• Network and connectivity issues
• Monitors, docking stations, keyboards, mice, and related equipment
• Mobile devices and other Department technology
• Assists with workstation setup, equipment replacement, technology deployments, employee onboarding and offboarding, office moves, and other routine technology needs.
• Documents work performed and escalates issues requiring advanced troubleshooting, administrative access, or assistance from other IT personnel.
• Classroom, AV & Conferencing Support - 25%
• Provides frontline support for classroom, conference-room, and audiovisual technologies.
• Assists users with displays, projectors, microphones, cameras, speakers, conferencing systems, presentation equipment, and related technologies.
• Troubleshoots common classroom and meeting-room technology problems and escalates more complex equipment or infrastructure issues.
• Assists Department IT staff with technology support for meetings, instructional activities, livestreams, hybrid events, and other Department activities.
• Performs routine equipment checks and helps ensure classrooms and meeting spaces are ready for use.
• Endpoint & Device Support - 20%
• Assists Department IT staff with the setup, deployment, maintenance, and support of Windows, macOS, and mobile devices.
• Responsibilities may include:
• Preparing computers for deployment
• Installing approved software
• Connecting and configuring peripherals
• Performing routine software and operating-system updates
• Assisting with device enrollment
• Replacing or deploying computers and other equipment
• Troubleshooting device configuration issues
• Verifying equipment functionality
• Maintaining standardized workstation configurations
• Assisting with technology inventory and equipment tracking
• May perform routine tasks within systems such as Microsoft Intune, Jamf, Active Directory, or other enterprise management platforms under the direction of Department IT staff and based on assigned access.
• Technology Operations & Team Support - 10%
• Assists Department IT staff with technology projects, equipment deployments, technology refreshes, inventory activities, documentation, and other operational needs.
• Follows established procedures and technical documentation and helps document newly identified issues and solutions.
• Works collaboratively with Department IT staff and Department technology partners and appropriately escalates issues outside the position’s assigned responsibilities or technical expertise.
• Performs other related duties as assigned.

• High school diploma or equivalent and demonstrated knowledge or experience supporting computers, technology, or end users.
• Basic knowledge of computer hardware, software, operating systems, and peripherals.
• Ability to troubleshoot common computer and technology problems.
• Familiarity with Windows environments, * Associate degree or technical certification in information technology, computer science, information systems, or a related field.
• Familiarity with one or more of the following is helpful:
• Windows 10/11
• macOS
• Microsoft 365
• Basic networking concepts
• Active Directory
• Microsoft Intune
• Jamf
• Mobile devices
• Classroom or audiovisual technology
• Microsoft Teams, Zoom, or similar conferencing technologies

Additional Knowledge, Skills & Abilities:

• Ability to learn new technologies, systems, and procedures.
• Ability to follow technical instructions and established procedures.
• Ability to recognize when an issue should be escalated to more experienced IT staff.
• Strong customer-service and interpersonal skills.
• Ability to communicate effectively with technical and nontechnical users.