Technical Support Specialist - University of New Hampshire-Main Campus : Job Details

Position Details

Summary

Operating Title Technical Support Specialist Long Classification Title Information Technologist III Campus Location Concord, Manchester Department UNH Desktop Management Summary of Position

As a member of the Client Services area of Enterprise Technology & Services, this role combines advanced technical skills with exceptional customer service. Provides in-person and remote technical support and assistance as part of a team serving the University System of New Hampshire (USNH) community utilizing IT Service Management and ITIL principals. This position is full-time onsite and splits its time (as assigned by supervisor) at the Concord and Manchester locations.

* Works 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 Durham 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 UNH/USNH 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 Bachelor's Acceptable minimum years of experience 3-5 years Additional Job Information Posting Number PS4918FY25 Other minimum qualifications

* Bachelor's degree and four years of experience in Information Technology field; Associate's and six years, or combination of education and experience equal to eight years.

* Demonstrated customer service experience, team collaboration and communication skills. Ability to work under general direction and to exercise judgment in determining appropriate action and solutions.

* Expertise in multiple information technology areas (networks, configuration management, security, operating systems, software) and experience with both Microsoft Windows and Apple macOS computer platforms, mobile devices/smartphones, and networking.

* Endpoint management experience (Microsoft Intune and Autopilot, JAMF, or comparable systems).

* Strong customer-focused support skills.

* Organizational skills and effective oral and written communication skills.

* Valid driver's license.

Additional Preferred Qualifications

Ability to communicate professionally, accurately, and effectively, verbal and written, telephone, and can understand and respond to user questions in an effective and courteous manner. They are personable and love the opportunity to provide excellent customer service. They are analytical and can communicate effectively to convey technical procedures and directions in plain language. Supervisory experience working with student workers/interns.

* Proven knowledge of/or experience with USNH acceptable computing practices and security policies and procedures is also highly desirable.

* Ability to analyze data for trends to aid in continuous improvement recommendations.

* Use of ITSM tools

* Project management, strategic planning, and asset management experience

* Mentorship/Training Experience

* Experience in higher education.

Salary Information

Salary is complemented by a comprehensive benefits package which includes medical, dental, retirement, tuition, and paid time off.

Quicklink for Posting Percent Time Information (FTE) 1.00 Grade 23 EEO Statement

The University System of New Hampshire is an Equal Opportunity/Equal Access/Affirmative Action employer. The University System is committed to creating an environment that values and supports diversity and inclusiveness across our campus communities and encourages applications from qualified individuals who will help us achieve this mission. The University System prohibits discrimination on the basis of race, color, religion, sex, age, national origin, sexual orientation, gender identity or expression, disability, genetic information, veteran status, or marital status.

Institution Information

The University of New Hampshire is an R1 Carnegie classification research institution providing comprehensive, high-quality undergraduate and graduate programs of distinction. UNH is located in Durham on a 188-acre campus, 60 miles north of Boston and 8 miles from the Atlantic coast and is convenient to New Hampshire's lakes and mountains. There is a student enrollment of 13,000 students, with a full-time faculty of over 600, offering 90 undergraduate and more than 70 graduate programs. The University actively promotes a dynamic learning environment in which qualified individuals of differing perspectives, life experiences, and cultural backgrounds pursue academic goals with mutual respect and shared inquiry.

The UNH Diversity Resource Guide with information and programming available in the seacoast area, New Hampshire, and the region can be found here:

Posting Details

Posting Date 11/06/2024 Open Until Filled No Closing Date 01/06/2025 Posting Open to Internal Candidates Only? No Interested Internal Candidates Exist? No Job Category Salaried Staff (Exempt) Appointment Type Regular If TERM position provide projected end date Equipment/Instruments

Is required to travel between campus locations in their own vehicle within the state while providing computer and network support.

Drivers License and Physical Requirements. Please check all items that apply. Valid Drivers License and Safe Driving Record

Duties / Responsibilities

Job Duties

Duty/Responsibility

Client Support and Troubleshooting:

Provide IT support and guidance to clients (located both on-site and remote) and team members regarding various IT needs, issues, and solutions. Utilize existing tools, such as remote support tools, to assist customers that are off-campus or otherwise unable to meet in person. Resolve complex tickets escalated by other team members or assigned by supervisors. Select, test, install, and maintain software applications and network resources according to the client's needs and specifications. Identify, diagnose, document, and resolve problems in a timely and effective manner, with minimal supervision. Prioritize and execute tasks efficiently in a dynamic

environment. Provide expertise during crisis situations. (Virus, disaster recovery). Provide back-up support when needed.

* Work effectively with other members of the Enterprise Client Services Team, as well as with other IT teams and units across campus, to provide quality service and support to the customers. Communicate clearly and professionally with customers and colleagues. Escalate issues to the appropriate IT staff when necessary. Participate in team meetings and contribute to the improvement of the team's processes and procedures. Research solutions for trouble cases, document fixes and workarounds. Communicate large-scale fixes with constituents when appropriate.

* Able to foster strong business relationships and effectively communicate with the user community. Assist and advise clients concerning implementation of technology appropriate for their needs; respond to clients' information technology problems; resolve problems as assigned, analyze complex information technology problems and coordinate assistance to resolve problems when needed; explore and recommend a comprehensive range of solutions for a broad audience.

* Follow the policies and procedures for ensuring the security of the application software and data. Assist with the identification and resolution of any security issues or breaches as assigned. Stay updated on the USNH IT Security best practices and recommendations.

* Create, modify and assess the documentation and Standard Operating Procedures (SOP) needs for various software and hardware systems and create them for different audiences. Keep the documentation updated and accessible for student workers, colleagues, and the general user base. Produce clear and concise documentation for new processes, new software, new hardware, and other changes as needed. Communicate effectively with diverse audiences, from the highly technical to the novice, as appropriate.

* Use Enterprise ticketing system to fully document all service requests, incidents, fixes, and workarounds and follow the established workflows. Meet or exceed documented Service Level Agreements (SLA). Identify trends and research historical data necessary to better support clients. Seek opportunities for process improvement and share best practices with the Client Services team.

* Other duties, as related and assigned.

Duty/Responsibility

Resource lifecycle management:

Critical to the success of the endpoint replacement cycle, lead and/or participate in

strategic and project planning as part of information and resource management and

asset lifecycle. Data must be maintained to a high degree of accuracy.

* New computer setup. Configure Microsoft Autopilot and JAMF to provision new devices, schedule setup and assist client with login, account configuration, and printer configuration.

* Information management (databases, information warehouses, Asset Management): Manage and coordinate the implementation and operation of a department/unit management information system, which may include implementation and operational oversight of automated processing schedules, development of calendars to coordinate critical events processing with various application systems, and operational maintenance of application software libraries.

* Strategic and tactical planning: Participate in strategic and tactical planning, such as teaching lab and classroom technology refresh planning, and end-user life-cycle asset refresh planning.

* Work with USNH approved Value Added Reseller to configure, quote, and purchase computers, and supplies from USNH approved standards for departmental units. Recommend purchases when machines exceed usable life or suffer catastrophic hardware failure. Update, distribute, and track loaner equipment as needed.

* Asset management. Maintain asset inventory and perform physical inventory on university equipment; conduct cycle-counts on asset inventory as requested.

* Coordinate end-of-life and SEED-based surplus pickup.

Duty/Responsibility

Project Management:

Provide a support role in execution of IT-related projects.

Advise, contribute, collaborate, document, test, and execute ET&S-related projects as assigned. Carry out and follow through on assigned project tasks to meet the overall goals of the projects.

Duty/Responsibility

Supervision:

Provide guidance and training to student employees who assist with customer support and device management. Monitor the quality and timeliness of their work and provide feedback as needed. Coordinate their schedules and assign tasks according to their availability and skills. Help them develop their technical and professional skills and foster a positive work environment.

Duty/Responsibility

Skill development:

Keep current with recent technologies such as remote support applications, security, and productivity tools that relate to one's use including, but not limited to, endpoint hardware which are considered supported environments for the Enterprise Client Services Team.

Supplemental Questions