Technical Support and Hardware Specialist

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:

• 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

Skills:

• 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

Minimum Qualifications:

• 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

Preferred Qualifications:

• 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.