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.
What You Can Expect from Us
At CampusWorks, we don't just help our clients succeed; we help our employees succeed. Competitive pay, robust benefits for full-time employees, and professional development opportunities are a few of the many reasons that CampusWorks is a great place to build your career.
Our employees enjoy:
Meaningful work. Our employees often tell us that their work gives them a sense of purpose because it makes a difference in the lives of students and educators. CampusWorks Inc., as a large consulting firm, provides its employees with an opportunity to work both onsite and remotely with our clients across the United States and in Canada. With the nature of our clients’ work evolving quickly, we’re all being asked to support larger CampusWorks initiatives. Upon joining CampusWorks in a consulting role, your talent and expertise may be applied to a range of projects, assignments, and clients.
A CEO who cares. Chairman and CEO Liz Murphy has made it her mission to create a culture that appreciates and takes good care of its people. As a result, being an employee of CampusWorks feels like being a member of a big family.
A virtual and onsite workplace. In an effort to reduce our environmental footprint, CampusWorks became a virtual company in 2012. As such, our team members are located across the U.S. and Canada, where they work from their home offices and at client sites.
Flexibility. We value work-life balance because we know that happy employees create happy customers. That's why CampusWorks offers both full-time and part-time 1099 consulting career opportunities to fit life's unique demands.
A company that gives back. Every year CampusWorks proudly supports numerous charitable fundraising initiatives that align with our vision to make higher education accessible to everyone.
At CampusWorks, we value the unique backgrounds, experiences, and perspectives each CampusWorker (we call ourselves CampusWorkers) brings to our workplace each day. We believe everyone deserves a fair shot at success and appreciate the experiences each person brings beyond the traditional job requirements. If you are passionate about higher education and creating Happy Campuses, let's talk! If you’re a close but not exact match with the description, we hope you’ll still consider applying.
About CampusWorks
Founded in 1999, CampusWorks is dedicated to helping higher education overcome business and technological challenges that stand in the way of student success and completion. We work with community colleges, technical colleges, four-year public and private institutions, multi-college districts, and statewide higher education systems to tackle problems big and small. Our services are rooted in systems thinking and reach across the institution—from Student Services to Human Resources to Finance to Academics—to achieve transformative results.
Friendly Note to External Agencies:
At CampusWorks, we kindly request that you please refrain from submitting blind submissions or resumes/CVs on behalf of recruitment agencies. To ensure a smooth and effective collaboration, we would like to inform you that any candidates sent to us without a signed agreement in place will regrettably not be accepted or considered as a submission.
CampusWorks, Inc. provides equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, gender, sexual orientation, gender identity, national origin, age, disability, genetic information, marital status, amnesty or status as a covered veteran in accordance with applicable federal, state and local laws.
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