Job Description

Summary of Position
Keene State College invites applications for an Information Technologist to provide in-person and remote technical support and assistance as part of a team serving the Keene State College (KSC) community utilizing IT Service Management and ITIL principals. This position is full-time onsite in Keene, New Hampshire.

As a member of the Client Services area of Enterprise Technology & Services, work with a campus based cross-functional support team to provide advanced technical skills with exceptional customer service; work both independently and collaboratively to provide critical end-user support functions including deployment, monitoring and maintenance of Windows and Mac hardware and software; troubleshooting network and printing issues; computer lifecycle and IT asset management, configuration, and replacement.

This includes providing escalation support for colleagues’ most complex issues. Applies advanced knowledge of industry standards, best practices and USNH (University System of New Hampshire) policies to provide a wide range of support for both hardware and software. Provide next-level customer service support for the daily IT support operations on the Keene campus and remote business units located throughout New Hampshire. Responsible for executing policies and procedures for ensuring the smooth operation of computing resources including software and hardware support, collaborate with KSC departments to strategically plan hardware and software transitions, provide hands-on training of various software and systems used throughout USNH.

Assign and supervise work of other team members providing baseline support, this includes mentorship and knowledge sharing with department colleagues. Participates in complex IT projects and/or programs, such as developing project plans and specifications, developing, and maintaining project management information, and developing and maintaining documentation.

Acts as main point of contact with clients; must be able to communicate effectively with non-technical users. Proactively maintains up-to-date knowledge of recent technology and makes recommendations for improvement. Establishes regular in person and email communications with supervisor and peers.
Acceptable minimum level of education HS or equivalent
Acceptable minimum years of experience 2 years
Additional Job Information
Applicants should be prepared to upload the following documents when applying online:
Letter of application
Resume
Contact Information for references
Posting Number PS4729FY25
Other minimum qualifications
Associate’s degree and four years of experience; Bachelor’s degree and two years of experience; or combination of education and experience equal to six years.
Demonstrated knowledge of and experience with both Windows and Mac OS and demonstrated mastery in the configuration, installation, and troubleshooting of current operating systems, client productivity tools, peripherals, wired and wireless networks, and mobile devices via current certifications, education, and/or experience
Endpoint management experience (Active Directory, Configuration Manager, InTune, JAMF, Apple School Manager, or comparable systems), including endpoint life-cycle management and Hardware Asset management.
Demonstrated knowledge of and experience using a variety of Remote Support Tools to support and resolve a user’s technology needs in a variety of settings.
Demonstrated ability to communicate professionally, accurately, and effectively through verbal, written, and telephone communication, with the ability to understand and respond to user questions in a courteous and effective manner.
Demonstrated strong customer-focused support skills.
May be required to do some limited travel in their own vehicle to other USNH campuses providing technology support; to contribute to USNH projects; and provide vacation or vacancy coverage.
Additional Preferred Qualifications
Enjoy interacting with customers and demonstrated experience in providing them with excellent service.
Strong analytical skills and can explain technical procedures and instructions in simple terms.
Ability to work well with users from diverse backgrounds and experiences and at levels within the college and organization.
Demonstrated knowledge of and experience working with Azure/Intra Active Directory and the Microsoft 365 Ecosystem; supporting the Microsoft Productivity tools (Outlook, Word, Excel, PowerPoint, OneDrive); the Collaboration tools (Teams, Bookings, SharePoint); and the Power Platform (Power BI, Forms and Power Apps).
Experience mentoring or coaching student workers/young adults.
Experience working with a team to plan and successfully implement projects.
Additional technology certifications (ITIL, ITSM, CompTIA A+, Microsoft Fundamentals, etc.)
Proven knowledge of/or experience with USNH acceptable computing practices, and security policies and procedures is also highly desirable.
Experience in higher education.
Salary Information
Salary is commensurate with experience, complemented by a comprehensive benefits package which includes medical, dental, retirement, tuition, and paid time off. This position is part of the Keene State College Staff Association (KSCSA).