Senior PC Support Specialist

Santa Clara University•Santa Clara, CA

9d•Onsite

About The Position

The Senior PC Support Specialist provides support for Learning Commons public and lab computing services and maintains and updates lab computers. The role administers Apple and Windows device management systems (Jamf and Microsoft Intune), 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 specialist also provides backup support to the Senior Technology Analyst position in Technology Support Services. The role delivers second-level campus-wide technology support to faculty, staff, students, and guests. It provisions Windows and Mac computers, inventories and sets up equipment, assists with business-data transfers and initial logins, and provides on-site and remote support. The position is 100% on-site and requires strong customer service, technical troubleshooting, documentation, and continuous-improvement skills. The position also administers campus MDM and related services, supports network access, security, VPN, telephony, accounts, authentication, printing, and university software, and repairs computer hardware. It includes maintaining required Apple and Dell certifications, tracking customer interactions and support tickets, and staffing certain critical events outside the normal work schedule.

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 macOS versions and the two preceding versions, supporting Active Directory, administering and managing enterprise servers, and providing customer-focused technology support.
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 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.
Strong experience in automation, scripting, encryption, and mobile device management.
Excellent customer-service, interpersonal, listening, communication, and troubleshooting skills, including the ability to work effectively with technical and nontechnical people in a diverse campus community.
Multiple years of experience working in a multi-platform Mac and Windows environment and the ability to troubleshoot software applications and complex computing problems.
Ability to learn quickly, work with minimal supervision, exercise independent judgment, and manage multiple projects and deadlines collaboratively.
Ability to work effectively under pressure in a busy and demanding information-services environment while maintaining patience and a sense of humor.
Strong organizational, analytical, and facilitation skills; reliability, good attendance, and sound 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 the listed physical demands, including lifting up to 45 pounds and traveling between campus buildings and to customers, vendors, suppliers, and training or conference locations.

Nice To Haves

Experience supporting technology in higher education is highly desirable.

Responsibilities

Administer and maintain the university’s Apple Jamf and Windows Intune mobile device management services, including encryption, local administrator password solutions, images, policies, profiles, prestage environments, and workstation 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, how-to videos, and customer support.
Provide technology support to faculty, staff, students, and guests for wired and wireless networking, network security and access control, VPN, telephony, voicemail, accounts, passwords, Duo two-factor authentication, printing, and related services.
Provide Tier Two desktop support for faculty and staff and general technical support for students and guests; diagnose and troubleshoot university computers, peripherals, mobile devices, software, and connectivity.
Provision new and existing Windows and Mac computers; asset tag, inventory, deliver, and set up computers; and assist with business-data transfers and initial customer logins.
Provide on-site campus desktop support and remote support using tools such as GoToAssist, Zoom, and FaceTime.
Support current Windows and macOS versions, Microsoft Office, Google Workspace, browsers, and university-standard software; assist with antivirus and malware tools, MFA, VPN, NAC, and campus printing.
Use Apple Certified Mac Technician skills to troubleshoot macOS issues and share guidance and training with Field Support colleagues.
Create customer and staff how-to documentation, demonstrate troubleshooting and ticketing procedures, and evaluate support issues for continuous improvement.
Monitor and document support interactions and ticket logs, identify trends and high-priority issues, and coordinate escalations with management.
Manage accounts and passwords for quarterly Language Proficiency Exams in Learning Commons labs.
Troubleshoot, diagnose, and repair computer hardware, including components such as CMOS batteries, fans, RAM, and hard drives; manage warranty and non-warranty repairs with Dell or Apple.
Complete and maintain AppleCare hardware certifications and required Apple courses, as well as Dell Client and Dell Enterprise courses.
Participate in testing and evaluating software, hardware, and processes and provide timely feedback.
Staff critical events that may fall outside the normal work schedule, such as Welcome Weekend.
Perform other duties as assigned.