St. John Fisher
Sr. Technical Support Specialist
St. John Fisher, Rochester, New York, United States, 14600
Position Details
Posting Summary
Position TitleSr. Technical Support Specialist
OverviewSt. 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 Responsibilities40% - 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 / ExperienceBachelor'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 EmployeesThe incumbent may be asked to supervise one or more student employees.
Work EnvironmentWell-lighted, well-ventilated, pleasant work area.
Equipment to be UsedEquipment 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 TypeFull-time
Work Hours12 month, 40 hrs/wk.
Special Conditions for Eligibility
Minimum Number of References Requested0
EEO StatementIt 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 Location3690 East Ave., Rochester, NY 14618
FLSANon-Exempt
Salary / Hourly Range$25.44 - $29.93 per hour
NotesThe 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 Detail Information
Posting NumberS00634P
Desired Start Date08/19/2024
Open Date
Open Until Filled
Special Instructions to Applicant
Supplemental Questions
Required fields are indicated with an asterisk (*).
Documents Needed to Apply
Required Documents
Resume
Optional Documents
Cover Letter
Letter of Recommendation 1
Other Document
Letter of Recommendation 2
Letter of Recommendation 3
Posting Summary
Position TitleSr. Technical Support Specialist
OverviewSt. 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 Responsibilities40% - 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 / ExperienceBachelor'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 EmployeesThe incumbent may be asked to supervise one or more student employees.
Work EnvironmentWell-lighted, well-ventilated, pleasant work area.
Equipment to be UsedEquipment 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 TypeFull-time
Work Hours12 month, 40 hrs/wk.
Special Conditions for Eligibility
Minimum Number of References Requested0
EEO StatementIt 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 Location3690 East Ave., Rochester, NY 14618
FLSANon-Exempt
Salary / Hourly Range$25.44 - $29.93 per hour
NotesThe 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 Detail Information
Posting NumberS00634P
Desired Start Date08/19/2024
Open Date
Open Until Filled
Special Instructions to Applicant
Supplemental Questions
Required fields are indicated with an asterisk (*).
Documents Needed to Apply
Required Documents
Resume
Optional Documents
Cover Letter
Letter of Recommendation 1
Other Document
Letter of Recommendation 2
Letter of Recommendation 3