Technical Support Engineer # 26-23386

US Tech Solutions•Columbia, SC

About The Position

This role provides frontline technical support to faculty, staff, and students, addressing issues with computers, software, accounts, printers, network connectivity, and mobile devices. The position involves workstation setup, technology deployments, and assisting with employee onboarding/offboarding and office moves. Additionally, it includes supporting classroom, AV, and conferencing technologies, troubleshooting common problems, and ensuring readiness of these spaces. The role also supports the setup, deployment, maintenance, and troubleshooting of Windows, macOS, and mobile devices, including software installation, updates, and device enrollment. Finally, it assists with technology operations, projects, inventory, documentation, and collaborates with IT staff and partners, escalating issues as needed.

Requirements

High school diploma or equivalent
Demonstrated knowledge or experience supporting computers, technology, or end users.
Basic knowledge of computer hardware, software, operating systems, and peripherals.
Ability to troubleshoot common computer and technology problems.
Familiarity with Windows environments

Nice To Haves

Associate degree or technical certification in information technology, computer science, information systems, or a related field.
Familiarity with Windows 10/11
Familiarity with macOS
Familiarity with Microsoft 365
Familiarity with basic networking concepts
Familiarity with Active Directory
Familiarity with Microsoft Intune
Familiarity with Jamf
Familiarity with mobile devices
Familiarity with classroom or audiovisual technology
Familiarity with Microsoft Teams, Zoom, or similar conferencing technologies

Responsibilities

Provides frontline technical support to faculty, staff, and students in person, remotely, and through the Department's service-request process.
Diagnoses and resolves common issues involving Windows and macOS computers, software and applications, user accounts and authentication, printers and peripherals, network and connectivity issues, mobile devices, and other Department technology.
Assists with workstation setup, equipment replacement, technology deployments, employee onboarding and offboarding, office moves, and other routine technology needs.
Documents work performed and escalates issues requiring advanced troubleshooting, administrative access, or assistance from other IT personnel.
Provides frontline support for classroom, conference-room, and audiovisual technologies.
Assists users with displays, projectors, microphones, cameras, speakers, conferencing systems, presentation equipment, and related technologies.
Troubleshoots common classroom and meeting-room technology problems and escalates more complex equipment or infrastructure issues.
Assists Department IT staff with technology support for meetings, instructional activities, livestreams, hybrid events, and other Department activities.
Performs routine equipment checks and helps ensure classrooms and meeting spaces are ready for use.
Assists Department IT staff with the setup, deployment, maintenance, and support of Windows, macOS, and mobile devices.
Prepares computers for deployment, installs approved software, connects and configures peripherals, and performs routine software and operating-system updates.
Assists with device enrollment, replacing or deploying computers and other equipment, and troubleshooting device configuration issues.
Verifies equipment functionality, maintains standardized workstation configurations, and assists with technology inventory and equipment tracking.
May perform routine tasks within systems such as Microsoft Intune, Jamf, Active Directory, or other enterprise management platforms under the direction of Department IT staff and based on assigned access.
Assists Department IT staff with technology projects, equipment deployments, technology refreshes, inventory activities, documentation, and other operational needs.
Follows established procedures and technical documentation and helps document newly identified issues and solutions.
Works collaboratively with Department IT staff and Department technology partners and appropriately escalates issues outside the position's assigned responsibilities or technical expertise.
Performs other related duties as assigned.