Technical Support and Hardware Specialist

CampusWorks•Canton, NY

6d•Hybrid

About The Position

The Technical Support and Hardware Specialist provides a broad range of technical support services to the St. Lawrence University campus community. This position is highly customer-focused and requires exceptional communication, problem-solving, and interpersonal skills. The successful candidate will be adaptable, self-directed, detail-oriented, and comfortable working in a fast-paced environment where technology and user needs continually evolve. The position requires a broad technical skill set, a commitment to continuous learning, and the ability to work independently while contributing effectively as a member of the Information Responsibilities.

Requirements

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
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

Nice To Haves

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.

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