Technical Support and Hardware Specialist

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.