Technology Services & Application Support Specialist

About the Department

Position Duties

• 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. (25%) 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. (25%) 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. (15%) 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. (15%) 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. (10%) 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. (10%) MARGINAL DUTIES: Perform all other duties as may be required.
• 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. (25%)
• 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. (25%)
• 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. (15%)
• 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. (15%)
• 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. (10%)
• 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. (10%)

MARGINAL DUTIES

• Perform all other duties as may be required.

Minimum Qualifications

• 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
• 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

Other Qualifications

• 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 DISCLAIMER: This job description indicates the general nature and level of work expected of the incumbent. It is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities required of the incumbent. Incumbent may be asked to perform other duties as required.

PHYSICAL DEMANDS

Benefits

• Providence College offers a comprehensive range of valuable benefits to eligible employees, which are designed to: Promote the health and well-being of you and your family Provide financial security while you are working Build financial resources for retirement Help you balance personal and work responsibilities Provide educational opportunities for you and your family These benefits include but are not limited to health, dental, 403b retirement plan, flexible benefits plan, tuition benefits, employee assistance plan, college paid basic life insurance and long-term disability insurance, and paid time off. To learn more, please visit our Employee Benefits website by clicking the following link: https://human-resources.providence.edu/benefits/
• Providence College offers a comprehensive range of valuable benefits to eligible employees, which are designed to:
• Promote the health and well-being of you and your family Provide financial security while you are working Build financial resources for retirement Help you balance personal and work responsibilities Provide educational opportunities for you and your family
• Provide financial security while you are working Build financial resources for retirement Help you balance personal and work responsibilities Provide educational opportunities for you and your family
• Build financial resources for retirement Help you balance personal and work responsibilities Provide educational opportunities for you and your family
• Help you balance personal and work responsibilities Provide educational opportunities for you and your family
• Provide educational opportunities for you and your family
• These benefits include but are not limited to health, dental, 403b retirement plan, flexible benefits plan, tuition benefits, employee assistance plan, college paid basic life insurance and long-term disability insurance, and paid time off. To learn more, please visit our Employee Benefits website by clicking the following link: https://human-resources.providence.edu/benefits/