End User Support and Lab Operations Specialist
About The Position
The End User Support and Lab Operations Specialist, reporting to the college's Director of IT, provides front-line technical support to faculty, staff, and students and hands-on technical support for the College of Architecture, Arts, and Design's (AAD) computer labs. This role combines end-user troubleshooting, device setup, software support, and ticket resolution with the day-to-day technical work needed to keep instructional labs operational. The specialist works in coordination with AAD's lab operations lead, who establishes lab priorities, schedules, standards, and refresh plans. The specialist executes the hands-on technical work, including computer deployment, software installation, troubleshooting, documentation, and maintenance. The position uses approved Microsoft Intune and Jamf workflows for lab computers but does not own either management platform or its architecture. As the college's lab footprint expands, this position will support additional lab environments as they come under AAD IT management.
Requirements
- Experience providing technical support to end users in person, by phone, by email, or through a ticketing system.
- Experience with Windows, macOS, and Linux operating systems.
- Experience installing, configuring, operating, and troubleshooting computer hardware, software, and peripherals.
- Ability to manage multiple issues and prioritize work based on urgency and user impact.
- Strong interpersonal, customer-support, verbal-communication, and technical-writing skills tailored to the intended audience.
- Ability to work independently, follow documented procedures, and coordinate effectively with other technical staff.
Nice To Haves
- Experience with ticketing systems such as ServiceNow.
- Experience using Microsoft Intune and/or Jamf to deploy or support managed computers.
- Experience working with Microsoft Active Directory, Microsoft Entra ID, or Group Policy environments.
- Experience supporting instructional computer labs, classrooms, or shared computing environments.
- Experience with specialized software used in architecture, art, and design disciplines.
- Experience with technology inventory or fixed-assets processes.
Responsibilities
- Provides front-line technical support to faculty, staff, and students.
- Provides hands-on technical support for the College of Architecture, Arts, and Design's (AAD) computer labs.
- Combines end-user troubleshooting, device setup, software support, and ticket resolution with the day-to-day technical work needed to keep instructional labs operational.
- Executes hands-on technical work, including computer deployment, software installation, troubleshooting, documentation, and maintenance.
- Uses approved Microsoft Intune and Jamf workflows for lab computers.
- Supports additional lab environments as they come under AAD IT management.
Benefits
- Eligible for overtime
- Eligible for up to one day of remote work each week following a fully onsite onboarding period
- Professional development opportunities
- University shared governance participation
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
