Senior Technical Support Specialist

Location
Rhode Island, United States
Salary
Salary Not Specified
Posted
Mar 26, 2021
Employment Type
Full Time


About Salve Regina University:

Salve Regina University, ranked as one of the most transformative colleges in the United States by Money Magazine and among the best regional universities in the north by U.S. News and World Report, is a comprehensive Catholic University located in the scenic coastal community of Newport, Rhode Island. The University's commitment to academic success and personal discovery extends beyond its historic campus into a dynamic world where the application of higher thinking and skill are most valued. Salve Regina offers associate, bachelor's and master's degree programs, graduate certificates, and doctoral programs in humanities, international relations and nursing. Enrollment includes more than 2,600 undergraduate and graduate students from across the U.S. and around the world.


Job Description:

BASIC FUNCTION:

The Senior Technical Support Specialist reports to the Director of Technology Services Center (TSC). This individual is responsible for triaging and resolving help desk calls from faculty, staff, and students as well as maintaining accurate inventory control and implementing inventory policies and procedures. In addition, this individual will work with other areas of the Office of Information Technology to troubleshoot and resolve technical support issues as they arise. As a Senior Technician, the individual will be responsible for day-to-day activites within the TSC, including overseeing systems, projects, and daily operations, and Assisting the Director in budget planning, ordering, and management of assets.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

  • The overall responsibilities of this role include desktop and laptop computer troubleshooting, problem solving, deployment, and repair, printer maintenance and repair, inventory assessments and maintenance, and assistance with management of TSC calls with other technicians and other areas within IT.
  • The job responsibilities will be further constructed into four major categories to insure structured development and evaluation of accomplishments. These four categories and relevant responsibilities are listed below and utilized to build a foundation for future assignments.


Technical Skills

  • Troubleshoot, service, maintain, and repair computers, peripherals, and other electronic equipment for faculty, staff, and students.
  • Inventory, install and configure personal computer hardware and software, and deploy images onto desktops and laptops.
  • Diagnose system failures and isolate faulty parts; repair or replace parts as needed.
  • Continued development of technical skills and certifications for both hardware and software.
  • Perform and oversee nstallations, configurations, and inventory of new equipment as it arrives and prepare for deployment to our end user community.


Operational Skills

  • Maintain accurate input, tracking, and closing of assigned TSC calls within the University ticket tracking system.
  • Establish and maintain accurate inventory of all hardware, software, and peripheral equipment owned and serviced by the University.
  • Prepare deployment requirements of computers/ laptops and peripheral equipment including recommnedations and future deployments.
  • Assist in the purchasing and specifications of hardware and software, vendor interactions on multiple levels, including planning and implementation.
  • Work closely with other University departments to determine needs and expectations, and solutions to technical requirements.
  • As necessary, assist and support in the TSC with signing in laptop computers for repair and filling out service request forms.
  • Generate monthly service call reports through the University ticket tracking system (Web Help Desk).
  • Maintain and complete proper warranty repair information for all University owned equipment and document in the University tracking system.


Management Skills

  • Strong decision making skills and accountability.
  • Guide and mentor existing and future Technical Support Specialist.
  • Maintain daily recording and updates of assigned TSC tickets.
  • Maintain accurate inventory and warranty information for equipment and repairs.
  • Document and report quickly on asset locations and value.
  • Manage tasks and other project assignments as allocated.
  • Establish organized work areas and properly maintain equipment.


Communications Skills

  • Keep Director and Associate Director of TSC and other members of the Office of Information Technology informed of issues, concerns, outages, and repairs in a timely manner.
  • Share information gathered through conference attendance, training, and R&D with the Director and other IT staff members.
  • Participate in development of process to distribute relative technical information to the general community. Assist with the validation of all information issued for public release.
  • Work with all members of the Office of Information Technology to continuously improve communications tools and processes.
  • Follow up communications with faculty, staff, and students in order to close out service calls and confirm necessary repairs are completed.


OTHER DUTIES AND RESPONSIBILITIES:

  • Works closely with all Office of Information Technology staff to ensure consistent and effective service.
  • Keeps abreast of all developments that will affect the function of the TSC and inventory process.
  • Makes suggestions as to methods of improving productivity and increase efficiencies.
  • Other duties as assigned.



Requirements:
  • Bachelor's degree in Business, Information System Science, or related field or equivalent working knowledge.
  • A minimum of five years work experience in a support position are required.
  • Ability to work effectively with end user community and outside consultants is essential.
  • Excellent oral and written communication and interpersonal skills are required.
  • Ability to work effectively as a team member or as an independent contributor is also essential.


Preferred certifications include A+, HP or other hardware provider certifications, utilization of Microsoft diagnostic tools, and hands-on experience with various areas of hardware repair. Additionally, this candidate should have the following skills:

  • Knowledge of Microsoft Windows 10, Mac OS X 10.12 -10.15, iOS, Android.
  • Knowledge of Microsoft Office 2016 and O365.
  • Working network knowledge including TCP/IP, DHCP & DNS
  • Knowledge of current methods and procedures of the computer/mobile device management and deployment, including Microsoft MDT/SCCM and JAMF Casper Suite.
  • Excellent organization and communication skills.


LICENSES, TOOL, AND EQUIPMENT:

Valid driver's license required or N/A.

ENVIRONMENTAL CONDITIONS:

  • The incumbent is not subject to adverse environmental conditions.
  • This position could on occasion require bending, reaching, ascending and descending stairs, standing, walking, pushing, pulling, lifting, talking, and hearing.
  • Ability to lift 50lbs.



Additional Information:

Salve Regina University offers generous benefits to eligible employees including:

  • health and dental coverage
  • life insurance
  • long-term disability
  • 403B plan
  • tuition benefits and more


Salve Regina University strives to provide equal opportunity in employment and education to all employees, students and applicants. No employee, student or applicant shall be discriminated against or harassed on the basis of race, color, national and ethnic origin, sex, sexual orientation, gender identity or expression, religion, disability, age, marital or parental status, military or veteran status, genetic information or any other basis protected by applicable federal or state law, in the administration of Salve Regina's employment policies, education policies, admission policies, scholarship and loan programs, athletic and other University administered programs. In accordance with Title IX, it does not discriminate on the basis of sex in any of its educational programs or activities. Salve Regina is also committed to making its programs and campus accessible to its visitors and compliant with all applicable non-discrimination laws.


Application Instructions:

Applicants must apply online for any open staff and faculty positions by providing a cover-letter and resume. Pre-employment background checks and reference checks are required of successful candidates. Salve Regina University participates in E-verify.

URL: www.salve.edu

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