Technology Support Engineer

Summary of Position

Identifies, designs, implements, and supports technology solutions including campus-wide technology environments, systems and services that meet strategic business requirements in a secure manner. Generates, develops, and communicates strategic technical directions and decisions for existing and new client computing technologies. Provides leadership and guidance to technology support staff in the development of technologies, standards, procedural methodologies and related support materials and communications.

Position Information

Essential Functions and Responsibilities: Designs, implements and optimizes automated methods for service delivery and support in stand-alone, client-server, web-based, hosted, cloud and/or other distributed technology environments.

Manages installations, configurations, systems resources, solutions and corrective actions for optimum performance and usability; creates alternative methods of completing tasks, correcting user errors, addressing system inconsistencies and process/procedural inefficiencies to improve team functions.

Monitors assets to determine usability, recommends upgrades and/or replacements and tracks equipment placed into or taken out of service. Monitors systems to prevent, detect, and resolve issues including licensing and/or security concerns; manages inventory of installed software and software licenses.

Works to ensure proactive support (e.g., upgrades, features/functionality deployment, inform/announce, etc.) for systems and service within areas of responsibility; works with vendors, project management teams, the ITS Business and Projects Office and other as needed to verify timely service delivery and ensure that assets are installed and ready to operate on schedule.

Provides technical advice regarding strategic project need and scope and prepares estimates of time, cost, resources (e.g., supplies, personnel, etc.) as a resource for technology/business project tasks.

Generates, develops, and communicates strategic decisions for existing and new technologies.

Takes ownership of difficult and/or complex technology issues escalated due to the inability to resolve at technician responsibility level to include good documentation/communication of fix.

Diagnoses and resolves unique and/or complex non-recurring problems associated with applications software and operating systems; determines the source of problems and classifies their level, priority, and nature; Administers and manages access to and requests for technology resources including disk space management and user authentication/access.

Determines, devises, proposes, recommends, and implements innovative solutions regarding computer labs, teaching spaces, faculty/staff/student questions, assign work orders, etc.

Collaborates with administration management, faculty, students, and staff to independently advise, recommend, and implement technology solutions according to technology standards and strategic area and institutional goals.

Recommends, develops, documents, promotes, and adheres to computer standards, policies procedures, best practices, configurations, settings, installation/back-out sequences, etc. regarding technology hardware, software, systems, and service to include technology acquisition, upgrades, and disposal; recommends software and technology hardware and reviews purchases for strategic alignment, compliance with standards, and avoidance of costly & unnecessary redundancies.

Advises management and staff regarding technology issues and concerns, strategic project needs and scope of work.

Maintains software systems including design, programming, implementation, post-analysis, and tuning.

Leads by example and assists other employees in their understanding of and adherence to documented policies, procedures, regulations, work requirements and representation of ITS in a professional and courteous manner.

Trains personnel in operation and function of individualized and/or specialized technology procedures and usage; mentors, trains and positively affects the performance of Technology Support Technicians and Help Desk Technicians and to seek opportunities for such; Instructs/trains technology support staff and users regarding technologies and systems especially in a train the trainer capacity.

Trains, supervises (i.e., scheduling, work assignments, etc.) and positively affects performance of all Technology Support Technician student employees.

Serves as technical advisor to and backup for the Technology Support Technicians and infrequent Service Desk Technician backup as needed.

Other Functions and Responsibilities:Maintains proficiencies regarding technology duties and tools especially as technologies change.

Performs other related duties as assigned.

Equipment Operated:Computer and all other standard office equipment.

Work Schedule:Typically, Monday through Friday. Potential for remote work.

Supervision Exercised: Supervision is exercised over student employees.

Reports to: Associate Director, IT Customer Services

Qualifications and Competencies

Required Certifications, Training, and/or Licensures:None

Knowledge, Skills, and Abilities:

Knowledge of: University policies and procedures*; office practices and procedures; department/division goals and objectives*; department/division policies and procedures*; workplace safety practices and procedures*; English grammar and spelling; records management; office management; project management.

Skill in: Problem solving abilities in a complex computing environment; use of office equipment; typing, data entry; computer operation; use of computer software and other programs applicable to the assigned department/division*.

Ability to: Independently work with clients and technical support personnel along with excellent client support skills and communication skills deal with problems involving several variables within familiar context; define problems, collect data, establish facts, and draw valid conclusions; determine material and equipment needs; calculate fractions, decimals, and percentages; compile and prepare reports; use proper research methods to gather data; understand a variety of written and/or verbal communications; prepare accurate documentation; maintain records according to established procedures; travel to and gain access to work site; effectively interact with personnel and public to answer routine questions; train or instruct others; move quickly and effectively from one tasks to another; work independently and in a team environment; develop and maintain effective working relationships.

(*) Developed after employment.

Minimum Qualifications:At least a bachelor's degree from an accredited institution; five or more years of experience troubleshooting and optimizing enterprise desktop solutions; two or more years of experience supporting and maintaining current Windows Enterprise versions as well as using incident and problem service management tools; good understanding and working knowledge of common business computing platforms, operating systems, security practices, networking, authentication and services deployment and integration.

Preferred Qualifications:Bachelor's degree in MIS, CS, CIS, IS or higher from an accredited university; experience deploying secure Virtual Desktops; experience architecting and securing Windows PC Infrastructure; extensive experience with Mac OS X and Linux environments and solution architecting; Microsoft Office 365 environment, tools and features experience; current Windows Server versions experience; experience in the use of deploying software and imaging workstations using automation; working knowledge of networking/infrastructure concepts and their impact on desktop computing; working knowledge of Microsoft Active Directory, directory theory & use, AD integration and hosted/cloud solutions; understanding of wired/wireless printing, local and networked for a variety of devices/platforms; knowledge of Audio/Visual and CCTV operations over the network; ability to lead a team assignments related to projects and tasks.