Duties & Responsibilities

Technical Support for Teaching and Learning Environments

• Administer maintain, install, configure, and upgrade Windows and macOS workstations and printers using endpoint management tools, including MECM/Intune, Jamf, and tools adopted by Technology Services.
• Package, deploy, support, and maintain specialized applications through endpoint management systems.
• Diagnose and resolve hardware, software, and network connectivity issues in Technology Services-supported labs and classrooms.
• Configure user accounts, security groups, and permissions in Microsoft Active Directory; edit and maintain Group Policy Objects (GPOs).
• Activate and troubleshoot network ports; monitor workstation patch status and respond to security vulnerability alerts.
• Monitor printing supplies, recommend replenishment, and assist with PaperCut portal tasks, including reports, refunds, and issue investigation.
• Respond to audiovisual support requests in supported labs/classrooms and escalate complex issues to the appropriate service team.
• Install, maintain, troubleshoot, and support Microsoft Teams VoIP phones and peripherals such as scanners and Wacom tablets.
• Provide Tier 1 support for virtual desktop infrastructure (VDI).

Operational Support

• Assist with full endpoint lifecycle, including procurement, inventory, setup, reporting, and appropriate disposal.
• Evaluate current and emerging technologies that could improve services in supported labs.
• Assist with planning purchases and deployments of hardware and upgrades to operating systems and applications.
• Collaborate with campus IT professionals to address technology needs, improve services, and communicate service offerings and issues to stakeholders.
• Identify opportunities to reduce duplication and overlap among services and technologies.
• Prepare service metrics, reports, and summaries for planning, service evaluation, and stakeholder communication.
• Create, maintain, and regularly update technical and operational documentation to ensure accuracy and consistency for end users and IT staff.
• Perform other assigned duties.

Customer Service

• Advocate for service users and deliver responsive, professional customer support.
• Use, create, and maintain service documentation.
• Investigate and resolve customer satisfaction concerns.
• Work non-traditional hours or respond to on-call requests as needed to support 24/7 service availability.