Sr. Technical Support Specialist
St. John Fisher College - Rochester, NY
posted 3 days ago
About the position
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.
Responsibilities
- 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.
- Perform project coordination and execution of new initiatives and/or ongoing maintenance projects under the direction of the Field Support Team Leader.
- Supervise a staff of student employees, including hiring, training, and mentoring student employees with varied experience levels.
- Administer and maintain Support Services applications and servers.
- Provide hardware/software assessment and purchase recommendations in response to work orders.
- Keep current with industry best practices through continued education, professional group memberships, and consulting with equipment manufacturers.
- Write and maintain documentation for instruction sheets and training manuals, OIT web pages, Knowledgebase articles, FAQs, internal processes and procedures.
- Perform all other tasks as assigned by the Field Support Team Leader.
Requirements
- Bachelor's degree in Computer or Information Science, or a related discipline preferred.
- 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.
- Demonstrated ability to successfully work independently.
Nice-to-haves
- Experience providing tier-two and higher support for technology supported by OIT, including hardware, software, peripherals, and services across various operating systems.
- Experience with mobile devices and network printers.
- Strong analytical, organizational, written, and verbal skills.
- Ability to coordinate multiple, concurrent projects delivering high quality results on time and on budget.
- Robust technical skills.
- Ability to effectively supervise a staff of student workers.
Benefits
- Equal Employment Opportunity in accordance with applicable laws.
- Competitive Total Rewards package including salary range of $25.44 - $29.93 per hour.
