Technology Services & Application Support Specialist

Founded in 1917, Providence College (PC) is a premier Catholic liberal arts institution steadfastly committed to academic excellence through a dynamic core curriculum, a distinctive Development of Western Civilization Program, and abundant experiential learning opportunities. The only U.S. higher education institution administered by the Dominican Friars, PC is committed to providing a variety of opportunities for intellectual, social, moral, and spiritual growth in a supportive environment. Providence College believes that cultural and intellectual pluralism is essential to the excellence of its academic programs, and strives to foster an academic culture and campus community reflecting the global environment in which we live and work.

The approximately 105-acre campus is situated in Rhode Island’s capital city and is close to the many cultural and educational offerings of Rhode Island’s “renaissance city.” Additionally, Providence is located an hour from Boston and just a few hours from New York City.

For years, Providence College has been recognized in the U.S. News & World Report “Regional Universities – North Category” and has been commended by several other ranking publications.

Posting Details

Position Information

Position Title
Technology Services & Application Support Specialist

Overview

Serve as first responder for all technology support issues that are not resolved by the initial contact at the Helpdesk.

Essential Duties:

1. Provide Tier 2 and 3 support for institutionally owned devices, including faculty and staff laptops, desktops, printers, tablets, streaming devices, and other peripherals, as well as a wide variety of hardware and application issues. Serve as an escalation point for the Helpdesk Support Specialists and well as IT student workers, especially with walk-in tickets. Provide support for both standard and complex hardware and software issues. Assist faculty and staff with installation and support of non-standard applications and work with vendors when needed. Coordinate office moves with faculty and staff.
2. Responsible for the deployment of new and upgraded computers for faculty and staff as needed, using the College’s deployment software. Work with the Endpoint & Enterprise Application Administrators to maintain the deployment workflow on both Windows and macOS and make updates as necessary.
3. Provide support for network administrators in the field and verify issues prior to escalation. Assist with the network configuration in office spaces as well as deployment of IP phones. Work with system administrators when deploying new technologies and network upgrades as well as troubleshooting server access issues on devices. maintain an understanding and general knowledge of all the database and enterprise applications that our developers and administrators use so that issues can be troubleshooted and escalated as needed.
4. Perform hardware repairs as needed on desktop and laptop computers, tables, and printers. Maintain appropriate hardware repair certifications. Work directly with vendors for replacements when needed and ordering parts.
5. Provide Tier 2 support for classroom technology and computer labs on campus. Respond to high priority tickets placed for instructional technology support in classrooms and labs to prevent class disruption. Assess problems related to computer, network, or audio-visual equipment. Assist in the deployment of software packages and hardware to classroom and lab computers. Assist with physical configuration of classroom and lab spaces for new deployments and upgrades.
6. Create knowledge base articles for end users and documentation for full-time and student technicians for the use and support of college devices and applications.

Marginal Duties:

1. Perform all other duties as may be required.

Education and Experience Required

• Technical trade degree or equivalent from an accredited institution required. Bachelor’s Degree in a related field preferred.
• Minimum of three years’ experience in a technology support position.
• Experience with PC and Apple hardware repair.
• Experience supporting Windows and macOS operating systems.
• Experience with endpoint management tools, such as Microsoft Endpoint Manager or Jamf.
• Experience working with encrypted devices.
• Experience in an Active Directory/Azure environment.

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Sitting in a normal seated position for extended periods of time
• Reaching by extending hand(s) or arm(s) in any direction
• Finger dexterity required to manipulate objects with fingers rather than with whole hand(s) or arm(s), for example, using a keyboard
• Communication skills using the spoken word
• Ability to see within normal parameters
• Ability to hear within normal range
• Ability to move about

Employee Status
Full Time

Salary Grade
CS02 (Min. $47,027/Mid. $61,135/Max. $75,243)

Salary Information

Union Status
Non-Union

Shift:
Other

If other, please enter regular schedule.

EEO Statement

Providence College does not discriminate against any person because of race, color, national and ethnicorigin, sex, gender, except where gender is a bona fide occupational qualification, sexual orientation,gender identity, religion, disability, age, veteran status, or genetic information. The College will develop,and from time to time update, an affirmative action program and will insist on a good-faith effort on thepart of its employees to comply with the program. The College will request and expect its agents andthose with whom it conducts its affairs to meet the commitment of this important program.

Posting Detail Information

Requisition Number
AS726P

Closing Date

Open Until Filled

Special Instructions to Applicants

Supplemental Questions

Required fields are indicated with an asterisk (*).

Documents Needed To Apply
Required Documents

1. Resume
2. Cover Letter

Optional Documents