Senior PC Support Specialist
About The Position
The Senior PC Support Specialist supports Learning Commons public and lab computing services and maintains and updates lab computers. The role administers Apple and Windows device management systems, creates and maintains campus and specialized lab computer images, and provides enterprise-level administrative support for patch management, imaging software, and related desktop support systems. The position also backs up the Senior Technology Analyst position in Technology Support Services. The specialist provides second-level campus-wide technical support to faculty, staff, students, and guests for university technology resources, including computers, software, phones, network access, Wi-Fi, passwords, printing, mobile devices, and peripherals. The role provisions Windows computers through Microsoft Intune and Macs through Jamf, and handles asset tagging, inventory, delivery, setup, and business-data transfers for new computers. The specialist responds directly to support requests, provides on-site desktop support to faculty and staff, and offers phone and remote support using tools such as GoToAssist, Zoom, and FaceTime. This is a 100% on-site position. The successful candidate is expected to provide excellent customer service, continuously improve support practices, and help identify and deliver effective technology resources for the campus community.
Requirements
- Bachelor’s degree in an applicable field, or an equivalent combination of education and/or experience.
- At least 5 years of technical experience troubleshooting and supporting current Windows and two prior Windows versions, current macOS and two prior macOS versions, Active Directory, and enterprise servers, with a focus on customer service supporting an organization’s mission.
- At least 3 years of extensive Jamf Pro administration, including policies, configuration profiles, software updates, patch management, smart and static computer groups, prestage enrollments, Composer package creation, and Jamf Connect integration.
- Extensive experience with FileVault and LAPS for macOS.
- At least 3 years of extensive Intune, SCCM, or Windows endpoint-management software experience, including policies, configuration profiles, software updates, patch management, smart and static computer groups, and MSI package creation.
- Extensive experience with BitLocker and LAPS for Windows.
- Excellent customer-service and interpersonal skills, including the ability to work tactfully, patiently, and courteously with the campus community.
- Ability to listen to and understand customer needs and to plan, implement, and evaluate customer-service initiatives.
- Intermediate knowledge and strong troubleshooting skills with campus computing and technology issues and trends in higher education.
- Ability to communicate effectively with technical and non-technical personnel and a diverse population of students, faculty, and staff.
- Ability to provide technical assistance, solve complex computing problems, and troubleshoot software application problems.
- Multiple years of experience working in a multi-platform Mac and Windows environment.
- Strong problem-solving skills and ability to learn quickly.
- Ability to work with minimal supervision, show initiative, exercise independent judgment, and engage in critical thinking.
- Ability to handle multiple projects and deadlines, collaborate with a team, and work effectively under pressure in a busy environment.
- Strong organizational, analytical, and facilitation skills; dependability and good attendance and work habits.
- Ability to establish and maintain cooperative working relationships in a diverse multicultural environment and contribute to an inclusive and respectful workplace.
- Ability to perform physical work that includes accessing cables and connections under desks or in tight spaces, lifting and moving equipment, and traveling around campus and to other locations.
- Ability to lift 45 pounds.
- Ability to complete and maintain AppleCare hardware certifications and required Apple and Dell training.
Nice To Haves
- Experience with technology in higher education is highly desirable.
- Extensive experience with automation, scripting, encryption, and mobile device management, preferably Jamf and Intune.
- Experience with scripting tools such as Python, Bash, PowerShell, and/or JavaScript (Node.js).
Responsibilities
- Administer and maintain the university’s Apple mobile device management environment in Jamf, including FileVault encryption, LAPS, Mac images, policies, profiles, prestage enrollments, and workstation policy assignments.
- Administer and maintain the university’s Windows mobile device management environment in Intune, including BitLocker encryption, LAPS, Windows images, policies, and workstation policy assignments.
- Assist with administration of the patch management system and schedule software deployments and patches for Windows and macOS computers.
- Create and maintain software images for general and specialized Information Services labs and administer the system used to deliver those images.
- Administer and maintain Active Directory Group Policy Objects for campus and lab computers.
- Manage SPSS software, annual license updates, online documentation and how-to videos, and customer support.
- Provide technology support to faculty, staff, and students for wireless and wired networking, network security and compliance, VPN, telephony, Active Directory accounts, passwords, and Duo two-factor authentication.
- Provide Tier Two desktop support to faculty and staff and general technology support to students and guests; troubleshoot university-owned computers and peripherals, software, accounts, printing, mobile devices, and related services.
- Support current Windows and macOS versions, Microsoft Office, Google Workspace, web browsers, university-standard software, MFA, VPN, NAC, and campus antivirus or malware software.
- Use remote-support tools to assist users and improve first-contact resolution.
- Apply Apple-certified Mac technician skills to troubleshoot macOS issues and share guidance with Field Support colleagues.
- Create customer and staff how-to documentation, instruct staff on troubleshooting and ticketing procedures, and contribute to continuous improvement.
- Monitor support tickets, document customer interactions, identify trends, escalate high-priority issues, and coordinate with management as needed.
- Manage accounts and passwords for quarterly Language Proficiency Exams in Learning Commons Labs.
- Use scripting and automation to support technical work.
- Troubleshoot and repair computer hardware, including components such as CMOS batteries, fans, RAM, and hard drives; handle warranty and non-warranty repairs with Dell or Apple.
- Complete and maintain annual AppleCare hardware certifications and required Apple training, as well as Dell client and enterprise courses.
- Test and evaluate software, hardware, and processes and provide timely feedback.
- Staff critical events outside the normal work schedule, such as Welcome Weekend.
- Perform other duties as assigned.
- Travel to other campus buildings, conferences and training sessions, and outside customers, vendors, or suppliers as required.
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What This Job Offers
Job Type
Full-time
Career Level
Senior
