Provide desktop computing support for hardware, software, peripherals, and services across the Windows and Macintosh operating systems, including, but limited to: installation, configuration, troubleshooting, consultation, and training. Support is delivered to students, faculty, and staff, classrooms, residence halls, computing labs, and other locations that require desktop support. The Technical Support Specialist maintains a cooperative working relationship with the OIT Service Desk. This position reports to the Field Support Team Leader. May be required to work nights and weekends with short notice. Periodic on-call duties required.
Provide tier two and higher support for the College community in response to assigned OIT Service Desk tickets and established hardware and software maintenance schedules. Install, configure, troubleshoot, and maintain desktop computers, printers, peripherals, and licensed software. Service locations include offices, classrooms, residence halls, computing labs, and other locations that require desktop support. Provide hardware/software assessment and purchase recommendations in response to work orders. Communicate with hardware/software vendors in the normal course of problem resolution. Write and maintain documentation for: instruction sheets and training manuals, OIT web pages, FAQs, internal processes and procedures. All other tasks as assigned by the Field Support Team Leader.
Education / Experience:
Bachelor's degree in Computer or Information Science, or a related discipline preferred. A combination of education and experience may be considered. Minimum of two years' experience in a technology support role, preferably in a higher education setting. Excellent communication, organization, and customer service skills. Ability to work in a team setting. Must demonstrate the ability to successfully work independently.
Competencies / Skills:
Provide tier-two and higher support for technology supported by OIT, including but not limited to:
Hardware, software, peripherals, and services across the Windows, Macintosh and other operating systems
Network Printers and Multifunction Devices
Connectivity to the College's network and its resources
Connectivity to the College's administrative systems
Utilize the OIT ticketing system to support operations for ticket entry, assignment, and monitoring in accordance with department standards.
Implement and utilize back-end support systems and utilities such as remote assistance, desktop management, and password reset.
Have excellent analytical, organizational, written, and verbal skills.
Have robust technical skills
Strong commitment to working in a team setting and building a strong team.
Collaborates with Media Services team on classroom technology replacement planning and execution
Ensure hardware and software maintenance and refresh schedules are maintained
Have excellent customer service skills and the ability to consult with and train end-users of all abilities.
Supervision of Employees:
The incumbent may be asked to assist with supervising and mentoring one or more student employees.
Physical and Mental Demands:
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Normal sitting, standing, and walking throughout the course of the day.
Periods of extended computer usage.
Lifting – Ability to use body parts, typically arms and hands (occasionally shoulders and back), to elevate an object above its previous surface level, up to a weight of 50 pounds.
Bending – Ability to move and control torso to pick-up items from a lower surface.
Kneeling – Ability to flex leg at the knee to lower the body and come to rest on one knee.
Handling – Ability to grasp, hold, place, re-direct with hands and fingers, turn, control and manipulate objects.
Dexterity – Ability to control and utilize fingers in a dexterous and coordinated manner for such activities (i.e. keyboarding) as needed to perform duties as listed in the incumbent's job description.
Climbing – Ability to ascend steps, ladders, and other vertical or semi-vertical surfaces to reach a higher level.
Reaching – Ability to stretch body and extend arms to places and secure objects at a reasonable distance above, to the side, or below the normal standing level of an individual.
Repetitive motion – Ability to use body parts on a regular and continuous basis to repeat the motions for a reasonable period of time without resting.
Stooping – Ability to flex legs at the knees and move upper body forward and down. Move upper body forward and downward in order to access enclosed spaces.
Walking – Ability to exert mobility at a reasonable pace from one point to another within generally accepted time frame, and recognizes the condition of the environment. Certain other physical tasks may be required during walking such as stooping, bending, and squatting. Distance walked during a normal day could exceed one mile.
Ability to think through clearly amid changing priorities and circumstances.
Maintain professional attitude and demeanor in difficult situations.
Ability to multitask in a very busy work environment.
Exercise sound judgment.
Maintain high level of confidentiality.
40 hours per week, 12 months per year
It is the policy of St. John Fisher College to provide Equal Employment Opportunity to all employees and applicants for employment in accordance with the applicable federal, state, and local laws governing non-discrimination in employment in each locality in which the College has employees.
The College does not discriminate against applicants or employees in hiring, promotion, termination or the terms and conditions of employment on the basis of race, color, religion, gender, sexual orientation, national origin, citizenship, age, disability, marital status, military status, veteran status, predisposing genetic, characteristics or genetic information, arrest or conviction record, status as a victim of domestic violence, or any other characteristic protected by law.
Internal Number: 1861
About St. John Fisher College
St. John Fisher College is an independent, liberal arts institution in the Catholic tradition of American higher education. The College emphasizes liberal learning for students in traditional academic disciplines, as well as for those in more directly career-oriented fields. We are committed to enriching the work, teaching and life experiences for all faculty and staff, in support of the College’s mission. Human Resources is dedicated to providing high quality service with a true sense of personal value for all faculty, staff and their families and consistently meeting or exceeding expectations in all human capital disciplines. Mission: St. John Fisher College is a collaborative community dedicated to teaching, learning, and scholarship in a student-centered educational environment. The College is guided by its liberal arts tradition and its Catholic heritage, as expressed in the motto of its founders, the Basilian Fathers: “teach me goodness, discipline, and knowledge.” Fisher engages individuals in lives of intellectual inquiry, professional integrity, and civic responsibility, where diversity and service to others are valued and practiced.