Technical Support Engineer
Job posting number: #7089789
Posted: November 29, 2021
Application Deadline: Open Until Filled
The University of St. Thomas invites qualified candidates to apply for a Technical Support Engineer position within the ITS Support Services Department.
The University of St. Thomas embraces diversity, inclusion, and equal opportunity for all. Our convictions of dignity, diversity and personal attention call us to embody and champion a diverse, equitable and inclusive environment. We welcome applicants of diverse races, ethnicities, geographic origins, gender identities, ages, socioeconomic backgrounds, sexual orientations, religions, work experience, physical and intellectual abilities, and financial means. We are committed to building a team that represents a variety of backgrounds, perspectives, and skills. This commitment is consistent with our mission: Inspired by Catholic intellectual tradition, the University of St. Thomas educates students to be morally responsible leaders who think critically, work skillfully, and act wisely to advance the common good. A successful candidate will possess a commitment to the ideals of this mission.
JOIN OUR COMMUNITY
The University of St. Thomas offers a competitive and comprehensive benefits program, which includes:
Up to 100% tuition remission for employees, spouses, and dependents upon eligibility
A generous Employer retirement contribution of 9.4% of annual salary upon eligibility
Medical, dental, and vision options
Employer-paid disability, life, and AD&D benefits
The Technical Support Engineer position is responsible for providing customer service, advanced technical support, and general service health maintenance for various technology services at the University of St. Thomas. This role works collaboratively with others as a member of one or more Service Teams to deliver services to faculty, staff, and students at the university. Service Teams work to resolve reported incidents, fulfill service requests, maintain and repair hardware, install and deploy software, and administer backend systems and applications.
Primary responsibilities include hiring and managing student employees to staff the walk-up ITS help-desk, currently located in Schulze Hall. Resolution of incidents and requests related to software, computing, classroom A/V, printing, and other enterprise systems. This position works directly with faculty, staff, students, and guests to provide customer service, support, and recommendations to improve the performance, usability and effectiveness of technology in a university environment. Technical Support Engineers partner with Networking, Infrastructure, and Information Security staff to ensure compatibility and continuity of services with existing ITS systems.
Services supported by this role may include:
AV and Classroom Support
Windows PC Hardware and Software Support
macOS Hardware and Software Support
Print, Scan, & Fax
Email and Calendar
Application & Desktop Virtualization
Collaboration and File Sharing (Microsoft 365)
Other services as assigned
Work proactively to manage service health for assigned primary services.
Keep necessary systems and applications updated and patched to ensure compatibility, usability, and security for St. Thomas users and computers.
Stay informed of industry best practices and trends related to primary services.
Monitor ticket volumes for services to ensure team goals for response and resolution are met.
Create and maintain detailed documentation in ITS knowledge base.
Attend regular meetings and complete assigned project tasks for assigned services and other ITS projects.
Troubleshoot and resolve incidents and fulfill service requests for assigned primary services.
Communicate with and provide customer service to faculty, staff, and students, both face-to-face and through virtual support tools as needed.
Install and deploy St. Thomas-owned hardware and software as needed for delivery of services.
Record all work for incidents and requests in ticketing applications and follow appropriate ITS business processes for inventory tracking and other related processes.
Collaborate with and support other ITS staff members to ensure efficient resolution of client issues and requests. Work collectively to meet team goals for response and resolution.
Act as escalation point for advanced technical issues, problems, and requests.
Consult with faculty and staff to provide recommendations and training.
Respond to “Priority 0” emergency incidents.
Manage, train, mentor, and ensure coverage of the MPLS walk-up desk by student employees.
Respond to questions and escalated incidents from the MPLS Tech Desk in support of First Call Resolution.
Lead MPLS team of students in support of ITS project work.
Perform administrative duties and assist other MPLS ITS Department Tech staff in their work. Follow ITS procedures for communication, call/incident tracking, installation & inventory, and documentation. Perform other duties as assigned.
B.A or B.S. in Computer Science, Information Systems, or a related field
Five years of experience working in technology support
Fully vaccinated for COVID-19 or eligible for legally required exemption such as a medical or religious reason
An equivalent combination of education and experience from which comparable knowledge and skills have been acquired may be substituted.