Think Beyond The Label Jobs

Job Summary

This position identifies, analyzes, and solves complex computer desktop support problems on Windows and Macintosh OS, and has strong knowledge of Microsoft Office. *This level II technician's area of specialization will be classroom technology. *With a shared responsibility for the technical, daily support of all client end technology; the training and support of student techs; and the development and maintenance of corresponding technical documentation, the Technology Support Specialist will help to ensure a positive user experience with IT devices and services. Collaboration with other members of the Office of Information Technology is a critical component to campus community service delivery. This position is defined as a non-exempt position under FLSA regulations.

Specific Responsibilities

• Manage all aspects of classroom technology, including enterprise software for remote visibility, asset management, and utilizing the IT ticketing system and its workflows.
• Provide up-to-date classroom technology solutions with a 5-year plan for refresh.
• Maintain inventory of classroom assets including parts and equipment and perform routine classroom checks to ensure functionality.
• Maintain knowledge of hardware, software, diagnostic tools, and computer applications to support classrooms.
• Provide training and user-friendly documentation for end users.
• Provide level II hardware and software support for faculty, staff, lab, and classroom computers. This includes setup and deployment of computers from provisioning to user setup, including data migration. Coordinate with faculty/staff to identify pain points or persistent issues, troubleshooting, and warranty repairs with vendors. Responsible for PC diagnostic and repair, including warranty repairs with vendors.
• Responsible for management of a major system that supports the operation of the helpdesk and its workflows. This could include the IT ticketing system, desktop deployment system, software licensing and distribution, asset management, and so on.
• Significant role with new employee onboarding process; focus on setup of computer for new employees while familiarizing them with IT services offered and support options, while ensuring they have all resources and access to begin working. Offers basic onboarding training as needed.
• Acts as a resource to other IT staff as they consult with users to identify and resolve problems, understand needs, assess feasibility, and develop effective technology solutions to meet those needs.
• Provide level II network connectivity and software support for supported student-owned technology assets, including computers, tablets, smart phones, gaming systems, streaming devices, and Internet of Things (IOT) devices. Provide hardware diagnostics and warranty repair facilitation for student-owned computers.
• Develop FAQs and technical documentation for both IT Staff and end users. Update operational procedural documentation as needed to reflect new or modified end user and technician support procedures.
• On-call rotation that may require after-hours support. Perform emergency support services during evenings, weekends, and holidays as necessary to support the 24 × 7 information needs of students, faculty, and staff.
• Exhibit a customer-centric focus in their daily work, providing outstanding customer service and ensures customer satisfaction to all internal and external constituencies.
• Provide back-up support to other team members in case of absence or work overload.
• Perform other related duties as assigned.

Technology Used

Extron; Projectors and smart tv's; Web conferencing with Zoom and MS Teams; Promethean boards; Tablets; PC and Mac Notebook/Desktops & mobile devices; Microsoft Windows & Apple Mac OS Client Operating Systems; Apple iOS and Android Mobile Operating Systems; Microsoft Productivity Applications; Cloud storage and collaboration tools ( referably Office 365, OneDrive, and SharePoint Online); Remote client support tools; Network Access Control Systems; Enterprise Antivirus Solutions; Client Systems Deployment and Management Tools; IT ticketing and knowledgebase platforms; Disk encryption technologies; and various technical utilities, applications and data recovery tools

Required Qualifications

Education

Associate's degree in information technology or related field is required; Bachelor's degree in information technology computing systems emphasis preferred.  

Experience

Two years of experience supporting classroom technology and direct customer service role required; experience in a higher education liberal arts campus setting is preferred.

About Susquehanna

Susquehanna University is the future-ready institution for today, invested in cultivating intellectual grounding, active learning and global citizenship for all students. Renowned as one of the finest U.S. national liberal arts colleges, Susquehanna inspires and challenges 2,200 enterprising, bright-minded students studying the arts, business, humanities and sciences. Our students seize opportunities through exceptional worldwide internships, expert-guided research and an acclaimed study-abroad program, leading to a transformative education that empowers each graduate to realize their unique potential and lead a successful and meaningful life.

The Susquehanna River Valley with its fresh air and overall pleasant year-round climate, provides four distinct seasons amidst a backdrop of vibrant autumn foliage, occasional winter snowfalls, flower-filled springs and warm summer evenings illuminated by fireflies. Nearby outdoor recreational areas for hiking, kayaking, fishing and skiing --- and the bustling cultural and commerce hubs of New York City, Washington D.C., Baltimore and Philadelphia within a three-hour drive --- present abundant opportunities for learning and discovery.