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Technology Support Engineer at Hobart and William Smith Colleges

 

Summary: Reporting to the Director of User Services and Technical Support, the Technology Support Engineer provides enterprise-level assistance to our students, faculty, staff and other constituents of the Colleges. Leveraging a sound technical foundation, solid problem solving skills, and a passion for helping others, the Technology Support Engineer will diagnose and troubleshoot software and hardware problems and help our community in fully leveraging the technology services we provide.

The Technology Support Engineer responsibilities include providing technical support and guidance related to technology needs to campus constituents both in the field and remotely, utilizing remote tools, email, chat and phone. For complex problems, you will coordinate within IT Services to ensure proper routing to the correct personnel.

RESPONSIBILITIES:

  • Providing first and second level technical support to customer base.
  • Responding to customer inquiries, assist in troubleshooting and resolving issues that arise with computer networks, hardware and software systems.
  • Installing, configuring and maintaining computer systems and applications on equipment such as mobile devices, printers, laptops, desktops, classroom technology, etc.
  • Creating, updating and/or maintaining technology or service documentation.
  • Track computer system issues through to resolution within agreed time limits.
  • Assist with endpoint management, including patch administration and security.
  • Assist with application and computer fleet inventory.
  • Assist with system image creation, updating, and deployment.
  • Provide prompt and accurate feedback to customers.
  • Refer to internal knowledge base or external resources to provide accurate solutions.
  • Assist with knowledge base and internal documentation creation and maintenance.
  • Prioritize and manage several open issues at one time.
  • Follow up with clients to ensure their IT systems are fully functional after troubleshooting.
  • Project manage small to medium projects within your team as well participating on other IT and institutional project teams.
  • Properly escalate unresolved issues to appropriate internal teams.
  • Provide recommendations for improvements to operational efficiency that will result in better service to constituents of the Colleges.
  • Building and maintaining relationships with the community members we serve.
  • Mentor and coach junior level / less experienced technology support personnel.
  • Other duties and projects as assigned.

Qualifications

  • To be qualified for this role, you should hold a degree in a relevant field or 5+ years of relevant work experience in a heavy customer focused position.
  • Must work well under pressure and have excellent customer service skills, including the ability to communicate technical details to non-technical individuals.
  • Extensive experience working with Windows and Mac OS, experience with Unix/Linux environment a plus.
  • Certifications in CompTIA A+ required
  • Experience with virtual desktop management a plus.
  • Certified Apple Certified Macintosh Technician a plus.
  • Certifications in CompTIA Network+ and CompTIA Security+ a plus.
  • Experience in Cybersecurity a plus.
  • Experience with ITIL and/or PMI methodologies.
  • Motivation to learn new skills and technologies.
  • Good time management and interpersonal skills.
  • Must be able to lift up to 75 pounds.

OTHER INFORMATION:

This is a full-time, 12-month, benefits-eligible administrative position. Normal campus office hours are 8:30 a.m. to 5:00 p.m. Some on-call hours required. Some weekend and evening hours may be necessary. This position description is not all-inclusive as other tasks or responsibilities may be assigned.

Application Instructions

Review of applications will begin immediately and continue until the position is filled. Interested applicants are encouraged to submit a cover letter, resume and the names with contact information of at least three (3) professional references to our application service, Interfolio http://apply.interfolio.com/74050