Job Details

Senior Technology Support Specialist
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Position Number: 5813877
Location: Redlands, CA
Position Type: Computer and Information Technology

Senior Technology Support Specialist

POSITION CODE: 7400

DEPARTMENT/ADMINISTRATION: Information Technology Services

POSITION: Staff, 40 Hours/Full-time

SALARY RANGE: $21.80 - $24.40 Per Hour

HIRING RANGE: Anticipated hiring range is near or at the minimum of the classification,

commensurate with candidate's education, experience, skills, and training.

INTRODUCTORY PERIOD: Six (6) Months

AVAILABLE: Immediately

BENEFITS OVERVIEW: BROCHURE

POSTING DATE: November 18, 2024

APPLICATION DEADLINE: Open until filled

Definition of Classification:

The Senior Technology Support Specialist provides comprehensive support in the use of information technology to the university community. This includes preparing, installing, and maintaining computers, peripheral devices, telephones, mobile devices & tablets, conferencing systems, and classroom technology across the university. The specialist installs and maintains various software applications across multiple platforms, troubleshoots network related issues, and uses service desk applications to manage tickets, ensure timely communication with end-users, and track assets effectively.

Reporting to the Senior Director of Instructional Technology Services, this role includes managing MDM (Mobile Device Management) solutions, ensuring labs have the latest software and equipment, troubleshooting printing across campus, assisting with experiential learning technology and collaborating with teams for both classroom technology and media services.

This position may require flexibility to work evening and weekend hours as well as the ability to travel, as required.

Duties and Responsibilities:

The duties and responsibilities include, but are not limited to, the following:

Provides in-person and remote support for staff, faculty, students, and external users as required. Must be comfortable interacting with high-level members of university leadership.
Provides support for laptop & desktop computers in offices and academic spaces. Provides technical support for a variety of customer hardware/software issues.
Proactively identifies computer problems and performs or recommends solutions.
Installs, configures, upgrades, and maintains computer systems, peripherals, desktop applications, networking applications, and information access tools on computers equipped with Windows and Macintosh OS.
Provides support for mobile devices & tablets running iOS, iPadOS, and Android OS. Provides support for email configuration & Wi-Fi configurations.
Installs software configurations on Windows and Mac OS.
Monitors internal ticket queues and reacts accordingly; participates in implementing solutions to wide-ranging problems. Actively communicates and helps to integrate global technology strategies and services.
Maintains printers and other peripherals; provides hardware services and helps with the recovery of damaged or deleted files. Troubleshoots printing issues across campus.
Collaborates with members of ITS in large-scale implementation of technology across campus including team collaboration for classroom technology and media services.
Works with ITS staff to implement projects and ITS initiatives.
Assists with the technical administration of existing systems including security, adding/removing user accounts, configuring group memberships, configuration of system parameters, adding/configuring peripheral devices, and servicing user requests.
Manages MDM solutions to ensure mobile devices are secure and compliant with university policies.
Ensures that labs are current with the latest software and equipment specs by regularly updating and maintaining lab computers and associated technology.
Assists with experiential learning setups and troubleshooting, providing technical support for specialized equipment and software used in experiential learning environments.
Performs other related duties and special projects as assigned.

Qualifications Guidelines

Any combination equivalent to, but not limited to, the following:

Experience/Training/Education:

Required

Bachelor's degree in a relevant technical field (e.g., Computer Science, Information Technology).
Five (5) years of progressively responsible experience in technical support, with at least two (2) years in a higher education environment.
Demonstrated experience managing and troubleshooting complex IT systems and infrastructure.
Experience with MDM solutions, software deployment, and lab management.
A valid California Class C CA drivers' license with a good driving record is required. Note: Out-of-state licenses are valid until appointment. A valid California Class "C" driver's license must be obtained within ten (10) days of appointment (in accordance with CA Vehicle Code 12505c).

Preferred

Master's degree in a relevant technical field.
IT certifications relevant to the position (e.g., CompTIA A+, Network+, Microsoft certifications).
Experience with experiential learning technologies and support.
Experience with audio-visual equipment and media services.

Knowledge and Skills:

Advanced knowledge of computer hardware and software, operating systems (Windows, macOS), networking principles, and cybersecurity best practices.
Demonstrated ability to install, configure, maintain, and troubleshoot a wide range of IT systems and applications.
Exceptional analytical and problem-solving abilities. Capable of identifying, diagnosing, and resolving complex technical issues independently and efficiently.
Excellent written and verbal communication skills. Ability to effectively communicate technical information to both technical and non-technical audiences.
Strong interpersonal skills with the ability to collaborate effectively with faculty, staff, students, and external vendors.
Demonstrated ability to work independently and as part of a team.
Ability to lead and mentor junior technical staff.
Strong commitment to providing excellent customer service and support.
Ability to build and maintain positive relationships with users.
Highly organized with the ability to prioritize tasks, manage time effectively, and meet deadlines in a fast-paced environment.
Ability to quickly learn and adapt to new technologies and changing IT environments. Proactive in seeking out new information and keeping skills current.
Ability to exercise discretion and work with confidentiality.
Must be able to competently interact with a culturally and ethnically diverse population of students, faculty, and staff.

Physical Requirements/Working Conditions:

Working Conditions:

Standard office setting. Duties performed are primarily in an office environment while sitting at a desk or computer workstation or in meetings. At least minimal environmental controls to assure health and comfort.

Physical Demands:

Incumbents regularly sit for long periods; walk short distances on a regular basis; may travel to various locations to attend meetings and conduct work; use hands and fingers to operate an electronic keyboard or other office machines; reach with hands and arms; stoop or kneel or crouch to file; climb stairs; speak clearly and distinctly to answer telephones and to provide information; see to read fine print and operate computer; hear and understand voices over telephone and in person; and lift, carry and/or move objects weighing up to 20 pounds.

TO APPLY: A resume/CV and cover letter are required. In compliance with The Americans with Disabilities Act, if selected for the interview process and accommodations are needed, please call (909) 748-8040. If you are unable to complete an application due to a disability, contact us at (909) 748-8040 to ask for an accommodation or an alternative application process.

HIRING RANGE: Anticipated hiring range is near or at the minimum of the classification, commensurate with candidate's education, experience, skills, and training. The University of Redlands is required to provide a reasonable estimate of the compensation range for this role. This range takes into account the wide range of factors that are considered in making compensation decisions including but not limited to experience, skills, knowledge, abilities, education, licensure and certifications, and other business and organizational needs. It is not typical for an individual to be offered a salary at or near the top of the range for a position. Salary offers are determined based on final candidate qualifications and experience. The full salary range for this position is defined as the Full Pay Range. The budgeted salary or hourly range that the University reasonably expects to pay for this position defined as the Hiring Range. Placement within the Hiring Range is determined by internal equity, and relevant qualifications.

BACKGROUND CHECK: Satisfactory completion of a background check (including a criminal records check) is required for employment. The University will make a conditional offer of employment, which may be rescinded if the background check reveals disqualifying information, and/or it is discovered that the candidate knowingly withheld or falsified information. Failure to satisfactorily complete the background check may affect the continued employment of a current employee who was conditionally offered the position.

DRIVER'S LICENSE CHECK: Possession of a valid Driver's License is required for certain positions. Employees in positions that require a valid Driver's License will be enrolled in the Department of Motor Vehicles (DMV) Government Employer Pull Notice Program which confirms possession of a valid driver's license and reflects driving record.

PHYSICAL AND PSYCHOLOGICAL EXAMS: For certain positions typically in Public Safety, Facilities, Athletics and Information Technology Services departments, employment is contingent upon a candidate passing a pre-employment physical exam with the ability to lift in excess of 50 lbs. Public Safety Officers, in addition to a pre-employment physical exam, will also be required to pass a psychological evaluation.

FOR MORE INFORMATION VISIT

http://www.redlands.edu/human-resources/employment/

SUBMISSION OF A RESUME OR APPLICATION INDICATES AGREEMENT THAT THE UNIVERSITY MAY VERIFY ANY AND ALL INFORMATION CONTAINED THEREIN.

MEMBERS OF UNDERREPRESENTED GROUPS ARE ENCOURAGED TO APPLY.

AN EQUAL OPPORTUNITY EMPLOYER

To apply, visit https://recruiting2.ultipro.com/UNI1089UOR/JobBoard/6af23b67-9dd3-4a6a-bda1-676b92a4fcb4/OpportunityDetail?opportunityId=e75331e5-3780-4787-aef8-684084f91304