Technical Support and Hardware Specialist

Job description

The Technical Support and Hardware Specialist provides a broad range of technical support services to the St. Lawrence University campus community. This position is highly customer-focused and requires exceptional communication, problem-solving, and interpersonal skills. The successful candidate will be adaptable, self-directed, detail-oriented, and comfortable working in a fast-paced environment where technology and user needs continually evolve. The position requires a broad technical skill set, a commitment to continuous learning, and the ability to work independently while contributing effectively as a member of the Information ### Responsibilities: - Provide responsive and professional technical support to the St. Lawrence University campus community. - Interact with faculty, staff, students, and other members of the campus community in person, by email, telephone, and through remote support tools to identify and resolve technical issues. - Provide timely, courteous, and effective customer service while maintaining a strong focus on the user experience. - Work collaboratively with IT colleagues to identify solutions and resolve technical issues efficiently. - Serve as a consultant to advise users on maintaining technology - Create, maintain, and regularly update departmental knowledgebase articles and technical documentation as technology and procedures evolve. - Support the IT ticketing system, to include evaluating, assigning, completing, advising and client follow up for incidents and service requests - Strong knowledge of Windows, MacOS, iOS, Android managed via Microsoft SCCM and JAMF - Lead computer deployments, working to replace University computer hardware on an annual replacement cycle - Support and maintain both Apple and HP computer hardware and HP printer hardware - Diagnose hardware failures and replace computer components as appropriate. - Maintain and update University computer, printer, and other asset inventory with high attention to detail - Provide technical support for Microsoft Windows, macOS, Microsoft 365, Adobe Creative Cloud, and other software used to support academic instruction and University operations. - Respond quickly to classroom technology emergencies and other issues that may affect teaching and learning. - Troubleshoot and support classroom computers, displays, projectors, audio systems, presentation equipment, and related technology. - Work collaboratively with faculty, staff, and IT colleagues to minimize disruptions to academic activities. - Assess, repair, and maintain networked printers and Multi-Function Copiers across campus - Provide quick response for repair, supplies, and involving vendor services as needed - Assist with the preparation and execution of special events. - Assist with media services for commencement, orientation, alumni weekend, and other major events. - Provide media for various minor events; duties will include some weekend and evening events. - Manage student technicians - Supervise and mentor student technicians providing technology support across campus. Assist with recruiting, onboarding, scheduling, and evaluating student technicians as appropriate. - Assist with the development and ongoing training program for student technicians - Respond to unplanned circumstances that may interrupt services - Use critical thinking skills to quickly identify and respond to problems - Collaborate with IT colleagues to ensure problems are resolved as quickly as possible - Provide appropriate customer service communication - Work as part of a team on various departmental working/project groups - Assist in planning capital and operating budgets - Maintain awareness of emerging technologies and recommend improvements that enhance service, efficiency, security, and user experience. - Evening and weekend hours, as required - Other duties as assigned ### Skills: - Strong commitment to providing exceptional customer service. - Ability to prioritize and manage multiple tasks while maintaining consistent, reliable, and professional service. - Ability to diagnose, repair, and replace hardware components used in campus technology. - Excellent written and verbal communication skills, with the ability to explain technical concepts clearly to individuals with varying levels of technical knowledge. - Ability to work effectively with faculty, staff, and students of differing backgrounds, skills, and technological understanding - Ability to work inclusively with a diverse team and serve a diverse clientele - Strong love of technology; must be eager to learn and maintain technical knowledge to remain current in an ever-changing technology landscape ### Minimum Qualifications: - Associates degree, or an equivalent combination of education and technology support experience - Experience providing technical support in a diverse technology environment supporting Windows, MacOS, iOS, Android, printers and more - High attention to detail with the ability to make quick and accurate decisions - Ability to operate a University vehicle - Ability to lift and carry necessary equipment and utilize ladders to perform necessary tasks ### Preferred Qualifications: - Experience with Microsoft SCCM and/or Microsoft InTune, Jamf, Microsoft 365, or similar endpoint management platforms. - Experience with IT service management (ITSM) and ticketing systems. - Experience supporting audio, video, presentation, classroom, and other multimedia technologies. - Experience providing technical support in a higher education or educational environment. - Experience supervising, mentoring, or training student employees. - A+, HDI, Jamf, Microsoft, or other relevant hardware, software, or IT support certifications. - Experience with computer deployment, imaging, endpoint configuration, inventory management, or hardware lifecycle management.