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[C21-086] Technical Support Lead

Employer
Central Connecticut State University
Location
Connecticut, United States
Salary
Salary Commensurate with experience
Posted date
Oct 28, 2021

View more

Position Type
Administrative, Business & Administrative Affairs, Technology Administration/Other
Employment Level
Administrative
Employment Type
Full Time
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   [C21-086]

             
Technical Support Lead

        Information Technology Department

Central Connecticut State University invites applications for a full-time, Technical Support Lead in the Information Technology Department. The Technical Support Lead provides technical support to students, faculty and staff on computing devices, network connectivity, telecommunications, and/or multimedia equipment as well as various applications supported by the University’s Information Technology Department.

Supervision Exercised:

May supervise professional and/or support staff.

Position Responsibilities:

Works on trouble resolution, service request distribution and follow up, data entry, documentation of problems, and utilization of Help Center software, ticket escalation as well as report generation.

Responsible for support operations associated with the Information Technology Department which may include the installation, maintenance and repair of campus computing devices, printers, mobile devices, audio visual equipment, and related peripherals. This includes software troubleshooting, installation and support.

May provide primary point of contact and first level of support for requests received by the Information Technology Department.

May provide tier 2 and advanced troubleshooting.

Trains and supervises university assistants and student workers to provide level 1, level 2 and repair support as well as deployment activities.

Acts as a desk side coach to end users and mentors part-time support staff.

Assists in testing new hardware and software for quality assurance and compatibility and/or implementing/ maintaining campus refresh cycle.

Provides information/recommendations to users regarding computing devices and Information Technology policies. Ensures customer satisfaction for all related technical support issues. Consults with users on desktop related security issues (e.g., data backup, virus and spam detection, usage, etc.)

May manage support center software and related support center systems.

May prepare orders and maintains inventory control of parts and supplies related to hardware repairs.

Works in concert with vendors on hardware and software troubleshooting, repair, and replacement. Ensures that appropriate documents and records are completed.

Supports University, CSCU and State policies and procedures regarding hardware and software assets including those related to purchasing and inventory.

May be called upon occasionally during off-hours to handle special problems.

Performs other duties and responsibilities related to those above which do not alter the basic level of responsibility of the position.

 

Required Qualifications:

  • Bachelor’s degree in a technical or business-related field.
  • Three years of experience in a similar position which includes providing technical support and customer support in a large organization.
  • Understanding of support center procedures and practices.
  • Excellence communication and customer service skills.
  • Credentials and/or experience substantially comparable to the above may also be considered.

The University: The largest of Connecticut’s regional comprehensive universities, Central currently enrolls over 10,000 students. A third of its undergraduates are students of color, the largest group being Hispanic. Ninety-six (96%) percent of the students are from Connecticut. For more information about Central Connecticut State University, please visit www.ccsu.edu.

The Community: Located nine miles southwest of Hartford, New Britain is a city of approximately 72,000. Part of the Greater Hartford area of 1.2 million residents, New Britain is centrally located in the state and is within easy reach of much of Connecticut and several metropolitan areas. Nicknamed “the Hardware City” for its rich industrial heritage, it is home to Stanley Black & Decker. Important cultural institutions include the New Britain Museum of American Art and Walnut Hill Park, designed by Fredrick Law Olmstead. New Britain’s population is characterized by a high degree of racial and ethnic diversity. Currently, the U.S. Census Bureau estimates 70% of the population as White, 13% as Black or African American, 3% as Asian, and 0.2% as American Indian or Alaska Native. Currently 4.6% of New Britain’s population identify themselves in more than one racial category and 43% of New Britain’s population identify themselves as Hispanic or Latino. Fifty percent (50%) speak a language other than English in the home and 19% were born internationally. Significant portions of its population come from Puerto Rico and Poland or consider themselves to be from the African-American, Italian, or Irish ethnic backgrounds. In addition to all that greater Hartford provides, New Britain is 40 minutes from Springfield, Massachusetts two hours from Boston, and two hours from New York City. It is also part of the Hartford-Springfield “Knowledge Corridor” and, therefore, within easy driving distance of a host of private and public institutions of higher education and many cultural opportunities.

Application and Appointment: For full consideration, applications must be received by November 10, 2021.

To begin the application process, please visit the CCSU HR Job Opportunities at https://www.ccsu.edu/hr/faculty-management-admin.html. Select the job advertisement for [C21-086] Technical Support Lead and click on the Apply button and submit the following documents:

  • Letter of interest addressing qualifications for the position
  • Current resume
  • Names of three professional references including their address, email address, and telephone numbers.

The Technical Support Lead is compensated at the Administrator 3 salary level in accordance with the State University Organization of Administrative Faculty (SUOAF) Collective Bargaining Union Agreement. For more information, please visit https://www.ct.edu/files/pdfs/SUOAF%202016-2021%20Contract%20FINAL_06-19-18.suoaf-rev-20180825.pdf

The State of Connecticut and Central Connecticut State University is proud to offer its employees competitive wages and a wide range of fringe benefits including voluntary and supplemental benefits.

Fringe benefits include personal, vacation and sick leave, paid holidays, medical, dental, and prescription plans, group life insurance, a choice of retirement plans, retirement health care, tuition waiver for employee and eligible dependents at any of the Connecticut State Universities (Central, Eastern, Southern or Western) as well as an array of voluntary and supplemental benefits such as Deferred Retirement Compensation plans, Dependent Care Assistance and Medical Flexible spending accounts, long term and short term disability plans.

For more detailed information, please visit CCSU Human Resources

Incomplete or late applications will not be considered. Emailed and mailed applications will not be accepted. Please redact any personally identifiable information (i.e., Social Security number, date of birth, marital status, country of origin) from any documents submitted. Please ensure your Social Security Number is not listed on any documents submitted.

For more information, contact Lisa Washko Search Committee Chair, at 860-832-1721 or Lisa.Washko@ccsu.edu.

As an affirmative action employer, Central Connecticut State University actively seeks and encourages applications from women, minorities, persons with disabilities, and individuals with protected veteran status. The University provides reasonable accommodations to qualified individuals with disabilities upon request.

 

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