Field Support Technician / Senior Field Support Technician

Student Affairs Technology

Student Affairs Technology is at the heart of transforming the student experience through innovative IT services for Student Affairs departments across campus. We work closely with business leaders and IT professionals to deliver technical solutions that enhance efficiency and build operational resilience. We’re looking for passionate individuals from all backgrounds who are eager to help shape and nurture a vibrant community aligned with our mission. By joining our team, you’ll directly contribute to advancing the University's academic goals, fostering environments that promote student learning and success, championing diversity, and supporting the holistic development of all students. Your work will play a crucial role in creating a more inclusive, thriving campus for everyone.

We are hiring across several functions within Student Affairs Technology and invite you to view all our current openings here.
You are encouraged to apply for all positions that best match your profile and interests.

DETAILS for the FIELD SUPPORT TECHNICIAN

This position provides hardware, networking and audio visual field support for residential computer labs, administrative computers and other technology hardware for Student Affairs units.

• Field Support
• Field support for workstations, printers and other peripheral hardware for residential computer labs.
• Field support for workstations, printers and other peripheral hardware for administrative systems.
• Field support for wired and wireless networking troubleshooting and configuration.
• Install and configure new or modified equipment and software as required.
• Create and maintain end user documentation.
• Create and maintain technical documentation for technology staff.
• Work within defined policies and procedures to solve user or system problems, including those that require solutions with originality and/or ingenuity.
• Audio-Visual Support
• Provide in the field assistance and troubleshooting for fixed audio-visual equipment, cameras, and digital signs.
• Hardware Lifecycle
• Purchasing and maintain asset management for technology equipment.
• Assist the development and testing with endpoint management applications for new workstation and laptop configurations.
• Other Duties
• Assume appropriate related additional duties to further the mission of the unit.
• Provide assistance with special technology projects.

Minimum Qualifications for the Field Support Technician:

1. High school diploma or equivalent.
2. Any one or any combination totaling four (4) years (48 months) from the following categories:
   1. College coursework which includes Information Technology (IT), IT Management, Programming, IT systems, or a closely related discipline, as measured by the following conversion table or its proportional equivalent:
      1. 30 semester hours equals one (1) year (12 months)
      2. Associate’s Degree (60 semester hours) equals eighteen months (18 months)
      3. 90 semester hours equals two (2) years (24 months)
      4. Bachelor’s Degree (120 semester hours) equals three (3) years (36 months)
   2. Work experience in IT-related functions, such as hardware/software support, programming, network design, network engineering, IT systems integration, or closely related field.
3. Demonstrated experience providing IT customer service to individuals in-person, over the phone, through a trouble ticket system, email, and/or chat tools.
4. Demonstrated experience providing computer hardware, networking, and technology support.
5. Demonstrated experience providing application and/or desktop support to end users.
6. Demonstrated experience troubleshooting Windows workstation operating systems.
7. Demonstrated experience supporting essential network services, including DNS, DHCP, and/or VPNs, including diagnosing network problems.
8. Demonstrated experience in the use of Microsoft Active Directory or Entra ID (Azure Active Directory), including computer object management.
9. Demonstrated experience supporting audio visual equipment, including setup and maintenance.

Preferred Qualifications for the Field Support Technician

• Experience troubleshooting Apple OS or Apple mobile OS in an enterprise environment.
• Experience supporting mobile technology platforms such as tablets, iPads or smartphones.
• Experience with digital signage and/or CCTV systems.
• Experience performing endpoint management and systems imaging.
• Experience providing technology support in a higher education environment residence hall environment.
• Experience providing hardware support in a computer lab or residence hall environment.
• Experience in a higher education environment.

DETAILS for the SENIOR FIELD SUPPORT TECHNICIAN

The position serves as a second level point of contact for hardware, networking and audio-visual field support for residential computer labs, administrative computers and other technology hardware for Student Affairs units. Aids with oversight of hardware life-cycle management and residential technology support.

• Field Support
• Field support for workstations, printers and other peripheral hardware for administrative systems
• Field support for workstations, printers and other peripheral hardware for residential computer labs
• Field support for wired and wireless networking troubleshooting and configuration
• Install and configure new or modified equipment and software as required
• Create and maintain end user documentation
• Create and maintain technical documentation for technology staff
• Work within defined policies and procedures to solve user or system problems, including those that require solutions with originality and/or ingenuity
• Audio-Visual Support
• Provide in the field assistance and troubleshooting for fixed audio-visual equipment, cameras, and digital signs
• Hardware Lifecycle
• Oversee recommendations, purchasing, and asset management for technology equipment
• Manage hardware lifecycle of workstations, laptops, printers, and peripherals
• Assist with the annual audio-visual lifecycle upgrades and replacement
• Assist the development and testing with endpoint management applications for new workstation and laptop configurations
• Project Management
• Responsible for tracking work assignments and resources to ensure project milestones are achieved
• Other Duties
• Assume appropriate related additional duties to further the mission of the unit.

Minimum Qualifications for the Senior Field Support Technician:

1. High school diploma or equivalent.
2. Any one or any combination totaling five (5) years (60 months) from the following categories:
   1. College coursework which includes Information Technology (IT), IT Management, Programming, IT systems, or a closely related discipline, as measured by the following conversion table or its proportional equivalent:
      1. 30 semester hours equals one (1) year (12 months)
      2. Associate’s Degree (60 semester hours) equals eighteen months (18 months)
      3. 90 semester hours equals two (2) years (24 months)
      4. Bachelor’s Degree (120 semester hours) equals three (3) years (36 months)
   2. Work experience in IT-related functions, such as hardware/software support, programming, network design, network engineering, IT systems integration, or closely related field.
3. Demonstrated experience providing IT customer service to individuals in-person, over the phone, through a trouble ticket system, email, and/or chat tools.
4. Demonstrated experience providing computer hardware, networking, and technology support in an office environment.
5. Demonstrated experience providing application and/or desktop support to end users.
6. Demonstrated experience troubleshooting Windows workstation operating systems.
7. Demonstrated experience supporting essential network services, including DNS, DHCP, and/or VPNs, including diagnosing network problems.
8. Demonstrated experience in the use of Microsoft Active Directory or Entra ID (Azure Active Directory), including computer object management.
9. Demonstrated experience supporting audio visual equipment, including setup and maintenance.
10. Demonstrated experience performing systems imaging.

Preferred Qualifications for the Senior Field Support Technician

• Experience troubleshooting Apple OS or Apple mobile OS in an enterprise environment
• Experience supporting mobile technology platforms such as tablets, iPads or smartphones
• Experience with digital signage and/or CCTV systems
• Experience with endpoint management tools.
• IT Certifications related to core responsibilities and knowledge of position (e.g. CompTIA Network+, MCSE, CCNA, HDI Customer Service, etc.).
• Experience with providing technical training to end-users
• Experience in a higher education environment
• Experience providing hardware support in a computer lab or residence hall environment

Knowledge, Skills and Abilities for both levels (Field Support Technician & Senior Field Support Technician)

• Knowledge of networking protocols; DHCP, TCP/IP, DNS, ARP, IPv4, IPv6, OSI 7-layer model).
• Ability to work in a collaborative team environment.
• Ability to provide service in a friendly, positive, and professional manner.
• Ability to work independently within specified time constraints while demonstrating sound decision-making skills.
• Excellent communication skills to a variety of audiences (management, peers, users and vendors)

Additional Physical Demands for both levels (Field Support Technician & Senior Field Support Technician)

• Work is split equally between three distinct environments: office, warehouse, and in the field (on-site).
• The position requires the individual to lift and move technology equipment
• Installation of server and workstation hardware involves frequent lifting and moving equipment, media, and peripherals approximating 35-40 pounds. The individual must be able to access all areas of the building.
• Routine travel to other departments on campus will require a valid driver’s license.