Job Summary The Technology Support Services Engineer reports directly to the Director of Technology Support Services, within the Office of Information Technology. This position leads the deployment and management strategies of all end-user devices. As the pinnacle in-house, end-user computer support advisor, this position provides troubleshooting and resolution of technical support issues. This position directs the configuration and deployment strategy for all university PCs and Macs. This position will define the technical practices carried out by the professional and student technicians on staff, as well as to serve as a hands-on support professional to assist with the execution of projects and escalated support cases.
PC and Mac Specification –Work directly with hardware vendors to create fully specified quotations for all university funded assets. Maintains vendor website offerings and university recommended configurations.
PC and Mac Client Deployment and Management –Design, build and deploy initial images for both desktop and notebook computers built from university standard specifications as well as oversee ongoing maintenance of all client systems regarding connectivity, software deployment and upgrades, patch management, and security measures such as full disk encryption.
User Services Systems Administration –Co-administer major systems related to client device deployment and management. This includes, but is not limited to, desktop imaging/deployment/provisioning systems, mobile device management (MDM) systems, desktop patching/maintenance/management systems, print management systems, remote support systems management, and client software management systems.
Faculty and Staff computers – Provides hardware and software support for faculty and staff university managed computers. This includes setup and deployment of computers from disk imaging to user setup, including data migration. Coordinates with faculty and staff to identify pain points or persistent issues and resolve. Also supports the client-side needs of Enterprise applications in collaboration with the Enterprise Systems team.
Training – Provides training on core software offerings and key systems such as Office 365's productivity, communication, and cloud storage tools. Maintains IT knowledgebase.
Printing – Co-administer the university's printer and MFP fleet, focusing on installation, troubleshooting, mobile printing support, and queue management.
Team Support – Contribute to the team's success by supporting team projects and providing backup support for key responsibilities, including help desk coverage.
General – 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.
Knowledge, Skills, Abilities Able to function with autonomy, making sound and timely decisions as appropriate, while also able to function as part of a team environment, involving colleagues in tasks or contributing to the team as necessary; Able to handle multiple tasks or projects at one time, meeting assigned deadlines; Excellent interpersonal, decision making, initiative, teamwork, problem solving, independent judgment, organization, communication (verbal and written), time management, project management and presentation skills; Ability to work effectively with a wide range of constituencies in a diverse community; Proficient with computer applications and programs associated with the position; Strong customer service skills and phone and e-mail etiquette; Strong attention to detail and follow-up skills; Able to design, analyze, evaluate and implement desktop and end user device management related systems, services, and solutions; Able to follow implemented IT policies and procedures while contributing to the maintenance of disaster recovery / business continuity documentation.
Education Bachelor's degree required.
Experience One year of experience in a technology related field with a direct customer service role required.
Physical Demand Position requires the ability to stand or sit for extended periods of time. Position requires the ability to move about the campus. Position requires the ability to talk and to hear instruction. Position requires occasional manual dexterity and the ability to use fingers, hands, and arms to feel, handle, and reach. Position requires occasional stooping, crouching, and bending. Position requires the ability to occasionally lift up to 50 pounds. Working conditions are both indoor and outdoor.
Experience Experience in a higher education, liberal arts campus setting preferred.
Benefits Eligible: Yes
Number of Months: 12 months
Full-Time/Part-Time: Full Time
Work Schedule: 40 hpw
Quick link for posting: 1902
Internal Number: 1902
About Susquehanna University
Susquehanna University is a selective, residential liberal arts college in Pennsylvania that provides a solid foundation in the liberal arts and sciences.