Technology Support Specialist II

The Technology Support Specialist II is the Tier 2 escalation point for the Service Desk, resolving complex hardware, software, and account issues for faculty, staff, and students. They provide advanced support for macOS, Windows, and iPadOS, and help manage devices and identity through Jamf Pro, Microsoft Intune, and Okta. As a technical leader in Client Services, they own key services, write documentation and procedures, and mentor Digital Corps student employees. They are also a first responder for security issues and help the College community use AI tools responsibly., Type of Posting Internal/External Special Instructions to Applicants If selected as a finalist, you will be required to submit information for three references, including name, email address, phone number and how you know the reference. EEO Information Bowdoin College complies with applicable provisions of federal and state laws that prohibit unlawful discrimination in employment, admission, or access to its educational or extracurricular programs, activities, or facilities based on race, color, ethnicity, ancestry and national origin, religion, sex, sexual orientation, gender identity and/or expression, age, marital status, place of birth, genetic predisposition, veteran status, or against qualified individuals with physical or mental disabilities on the basis of disability, or any other legally protected statuses.

Supplemental Questions

Required fields are indicated with an asterisk (*).

1. • How did you hear about this position? + Indeed.com + Chronicle of Higher Education + Diverse Issues in Higher Ed + Facebook + Glassdoor + Google Search + HigherEdJobs.com + InsideHigherEd.com + LinkedIn + Twitter + MANP + Maine Job Link + LiveandWorkinMaine.com + Employee Referral + Bowdoin College Website + Radio Ad + TechMaine + NCAA + CASE + Other
2. If you answered Employee Referral or Other, please specify here: (Open Ended Question)

Applicant Documents

Required Documents

1. Resume / Curriculum Vitae
2. Cover Letter

Optional Documents

Bowdoin College complies with applicable provisions of federal and state laws that prohibit unlawful discrimination in employment, admission, or access to its educational or extracurricular programs, activities, or facilities based on race, color, ethnicity, ancestry and national origin, religion, sex, sexual orientation, gender identity and/or expression, age, marital status, place of birth, genetic predisposition, veteran status, or against qualified individuals with physical or mental disabilities on the basis of disability, or any other legally protected statuses.

2 year Associate’s or vocational/technical school degree required. Bachelor’s Degree is preferred. Or equivalent years of experience in a related field. Knowledge: Advanced knowledge of macOS and Microsoft Windows, and working knowledge of iPadOS. Knowledge of Active Directory and multi-factor authentication. Knowledge of ticketing systems (e.g., TeamDynamix) and IT service management practices (ITIL). Knowledge of guided and command-line remote support tools (e.g., BeyondTrust). Knowledge of basic networking (TCP/IP, DNS, DHCP, wireless, VPN). Knowledge of cybersecurity best practices, such as responding to phishing and compromised accounts. Knowledge of data privacy requirements such as FERPA. Preferred: knowledge of endpoint management platforms (Jamf Pro, Microsoft Intune), identity and access management (Okta, Microsoft Entra ID), and generative AI tools. Skills: Skill in communicating effectively by phone, email, chat, and in person with clients of all technical levels. Skill in diagnosing and solving complex technical problems, both independently and as part of a team. Skill in writing clear documentation for technical and non-technical audiences. Skill in supporting cloud services and virtual desktops such as Microsoft 365 and Azure Virtual Desktop. Preferred: skill in scripting and automation (e.g., PowerShell, zsh/bash). Abilities: Ability to manage multiple issues and projects at once and prioritize by impact and urgency. Ability to work independently and make sound decisions without detailed direction. Ability to lead projects and services across teams. Ability to provide patient, client-focused service. Ability to learn new technologies and share that knowledge with others. Preferred

• Apple Certification
• Microsoft Windows Desktop Certification
• Knowledge of other IT areas including networking, systems management, group policy
• Microsoft Office Certification

Applicants must meet the minimum qualifications in this posting to be considered for hire. Experience Requirements and/or Equivalents

• 4-7 years of experience in a related position/field required.
• Two+ years supporting one of two primary operating systems (OS X or Windows) in an enterprise environment or two-year technical degree in Computer or Information Technology
• Two+ years providing superior customer service Standard Work Days and Hours 8:30 - 5:00, Normal business hours - Monday through Friday. Occasional work is needed outside of normal business hours. Occasional weekends and holidays. After-hours calls may be experienced based on need but are very rare. Exempt positions require the time commitment necessary to complete the essential duties of the position.

· The hiring range for this position is expected to be: $61,500-66,500

BENEFITS AND PERKS · A variety of health insurance plans (Medical, Vision, Dental) · Generous Retirement Plan - 401(a) and 403(b) · Life and Disability Insurance · Paid Time Off: 20 days of vacation per calendar year, 12 days of personal/sick time · Paid Holidays and Special Days Off: https://www.bowdoin.edu/hr/our-workplace/college-holidays-and-special-days-off.html · Paid Parental Leave (Available after one year of service) · Household access to many of the College’s facilities including the gym and pool · Free fitness and wellness classes! And more: https://www.bowdoin.edu/hr/benefits-perks/index.html

We regret that Bowdoin College is unable to provide visa sponsorship for staff positions.

Employment at Bowdoin College is contingent upon satisfactory completion of applicable background checks including but not limited to: criminal records, educational verifications, driving records (when job-related), and/or credit history (when job related). About Bowdoin Bowdoin embraces diversity in all forms, and the College is home to talented students, faculty and staff-with a variety of racial, ethnic, cultural, and socioeconomic backgrounds; religious beliefs; and gender identities, among other factors.

We encourage applications from candidates committed to the support of an inclusive campus community and those who will enrich and contribute to the College’s multifaceted diversity. We value a community in which individuals of all backgrounds are warmly welcomed and encouraged to succeed.

Founded in 1794, Bowdoin has maintained its commitment to the liberal arts for well over 200 years. Bowdoin’s reputation as a preeminent liberal arts college rests on the excellence of its faculty, students, and staff; intimate size; strong sense of community; and connections to the people, history, and natural beauty of Maine.