Sr. Technical Support Specialist
St. John Fisher University

Job Info

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Position Title:

Sr. Technical Support Specialist

Overview:

St. John Fisher University is an independent, liberal arts institution that provides a transformative education to approximately 3,800 undergraduate, master's, and doctoral students each year. Across its five Schools, Fisher offers nearly 40 majors in the humanities, social sciences, natural sciences, business, education, and nursing; 11 pre-professional programs; and master's and doctoral programs in business, nursing, education, pharmacy, and public health. The University's residential campus boasts a robust living and learning community and a successful intercollegiate athletics program. Fisher is a community where all are welcome, regardless of religious or cultural background.

The University continues to honor its founders, the Congregation of St. Basil, by embracing their motto, "Teach Me Goodness, Discipline, and Knowledge." We are located in Pittsford, N.Y., seven miles outside of the city of Rochester. The campus is situated on 164 park-like acres-a beautiful setting for a warm, friendly campus community.

Job Responsibilities:

40% - 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.

15% - Under the direction of the Field Support Team Leader, perform project coordination and execution of new initiatives and/or ongoing maintenance projects.

15% - Supervise a staff of student employees, including hiring, training, and mentoring student employees with varied experience levels.

10% - Administer and maintain Support Services applications and servers.

5% - Provide hardware/software assessment and purchase recommendations in response to work orders. Communicate with hardware/software vendors in the normal course of problem resolution.

5% - Keep current with industry best practices through continued education, professional group memberships, and consulting with equipment manufactures. Provide process improvement techniques to workflows to increase customer satisfaction, and to best align with strategic initiative. Assist with policy creation and maintenance.

5% - Write and maintain documentation for instruction sheets and training manuals, OIT web pages, Knowledgebase articles, FAQs, internal processes and procedures.

5% - 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 three years' experience in technical support, 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:

• The experience and ability to 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
  • Mobile Devices
  • Network Printers and Multifunction Devices
  • Connectivity to the University's network and its resources

• Have excellent analytical, organizational, written, and verbal skills
• Have the ability to coordinate multiple, concurrent projects delivering high quality results on time and on budget
• Have robust technical skills
• The ability to effectively supervise a staff of student workers, including hiring, training, and mentoring
• Strong commitment to working in a team setting and building a high-performance team
• The ability to collaborate with other departments and schools on campus
• 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 supervise one or more student employees.

Work Environment:

Well-lighted, well-ventilated, pleasant work area.

Equipment to be Used:

Equipment To Be Used:

• MS Office Suite (Excel, Word, Outlook, PowerPoint),
• Desktop Publisher
• Banner (data warehouse for all functional areas across campus)
• OIT Ticketing System (Team Dynamix)
• Desktop Management System (Altiris)
• Fax
• Printer
• Copier
• Telephone

Job Type:

Full-time

Work Hours:

12 month, 40 hrs/wk.

Minimum Number of References Requested :

0

EEO Statement:

It is the policy of St. John Fisher University 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 University 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, sex, perceived sex, gender identity, gender expression, the status of being transgender, 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.

The Title IX Coordinator is the designated University official with primary responsibility for coordinating compliance with Title IX and related federal and state laws. The Title IX Coordinator, Meg Flaherty, Ph.D., can be reached by phone (585-385-8232), email (titleix@sjfc.edu), in-person in Campus Center 209, or outside of business hours by contacting the Office of Safety and Security (585-385-8111).

Work Location:

3690 East Ave., Rochester, NY 14618

FLSA:

Non-Exempt

Salary / Hourly Range:

$25.44 - $29.93 per hour

Notes:

The salary range for this role is set based on a variety of factors, including but not limited to internal equity, qualifications, experience, and education. The above hiring range is one component of the University's competitive Total Rewards package which can be viewed here

Posting Number:

S00634P

Desired Start Date:

08/19/2024

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