Rank: Administrator IV
Search No.: S23-009
Job Posted: April 27, 2023
Southern Connecticut State University is a diverse and student-centered university dedicated to academic excellence, access, and service for the public good. Southern provides a supportive and welcoming environment for all members of its community through a campus wide commitment to social justice. Founded as a teacher’s college in 1893, Southern has evolved over the past century into a comprehensive public university of more than 10,000 students, offering graduate and undergraduate programs in the liberal arts and professional disciplines. It is one of four universities in the Connecticut State Colleges and Universities System. The University is located in New Haven, a city rich with arts and culture, and less than 90 miles from New York City and 140 miles from Boston.
The Technical Support Engineer will provide technical support in the selection, installation, configuration, maintenance, and use of computing hardware (including mobile devices such as laptops, smart phones, and tablets), printers and peripherals (including classroom and lab technologies), software, applications, and related connectivity and services.
The Technical Support Engineer will also provide direct end-user support including training and assistance in the use of the University's computing environment, networks, applications, and services as well as assisting staff in the development of individual computer skills and capabilities. Assist users in problem solving and the identification of technology-oriented solutions.
Position Responsibilities
Performs hardware and software installation configuration, upgrades, and related support which includes identifying and interpreting requirements; evaluating present configurations; developing solutions and implementation plans; installing, configuring, and testing; optimizing system performance; performing quality checks; preparing and maintaining documentation and developing contingency plans.
Performs troubleshooting which includes analyzing problems and researching solutions; query and expand IT tech support knowledge base; identifying, testing, and implementing solutions; managing problem resolution and closing tickets; communicating technical solutions and implement processes; and documenting hardware and software problems and resolutions.
Provides facilitation and customer service which includes gathering and analyzing input from the University community; managing relationships; act as liaison between groups; providing training in hardware and software managing and prioritizing multiple projects; facilitating adoption of safe and secure computing practices and managing customer experience and improve quality of service.
Performs system operations, monitoring, and maintenance which includes performing system and network diagnostics; developing and implementing preventative maintenance plans; evaluating support processes and outcomes and recommending improvements and making recommendations to address reoccurring issues.
Serves as project lead when assigned.
May train and/or supervise university assistants and student workers.
May coordinate and/or supervise contracted service support.
Prepares orders and maintains inventory control as assigned.
May supervise the preparation shipping and tracking of equipment sent for outside vendor repair.
May be called upon occasionally during off-hours to handle special problems.
Serves on University committees and task forces as appropriate.
Resolves issues escalated from the University's IT Help Desk and is responsible for ticket closure.
Performs other duties related to those enumerated above which do not alter the basic level of the responsibility of the position.
Qualifications
Bachelor's degree in technology, information systems, education, or related area and four years of experience in a technical support position. Excellent customer service and project management skills are required. These qualifications may be waived for individuals with appropriate alternate experience
Application
For full consideration, please submit a cover letter of application, resume, and contact information for three professional references to ITJobs@southernct.edu by May 26, 2023. The position will remain open until filled.
Southern Connecticut State University is an Affirmative Action/Equal Employment Opportunity Employer. The University seeks to enhance the diversity of its faculty and staff. People of color, women, veterans, and persons with disabilities are encouraged to apply.