Position Details Summary Operating Title Desktop Support Technician Long Classification Title Information Systems Specialist Campus Location Plymouth Department UNH Desktop Management Summary of Position This position is part of the Client Services team of Enterprise Technology & Services (ET&S) and requires excellent customer service skills and strong technical expertise. The campus Help Desk Team Lead will direct the person in this position to provide IT support and service to staff, faculty, and students on the assigned campus with a high level of care and attention. This position works as part of an on-campus team to provide technical support and assistance to the Plymouth State University (PSU) community in our walk-up location, via remote support tools, and one-one with users in their offices or classrooms. This position is part of a flexible technology support team that can handle a variety of routine and urgent technology needs, including End-User Support, Desktop (Endpoint) Support and basic Audio-Visual (AV) troubleshooting and support. This position works both with others and independently to perform essential end-user support tasks, such as deploying, monitoring and maintaining Windows and Mac hardware and software; resolving network and printing issues; managing computer lifecycle and IT assets, configuration and replacement. This position uses advanced knowledge of industry standards, best practices and policies to provide a wide range of support for both hardware and software. This position is full-time onsite in Plymouth, New Hampshire. Acceptable minimum level of education Associate's Acceptable minimum years of experience 3-5 years Additional Job Information Posting Number PS4801FY25 Other minimum qualifications
- Associate's degree and four years of experience; Bachelor's degree and two years of experience; or combination of education and experience equal to six years.
- Demonstrated knowledge of and experience with both Windows and Mac OS and demonstrated mastery in the configuration, installation, and troubleshooting of current operating systems, client productivity tools, peripherals, wired and wireless networks, and mobile devices via current certifications, education, and/or experience.
- Endpoint management experience (Active Directory, Configuration Manager, InTune, JAMF, Apple School Manager, or comparable systems), including endpoint life-cycle management and Hardware Asset management.
- Demonstrated knowledge of and experience using a variety of Remote Support Tools to support and resolve a user's technology needs in a variety of settings.
- Demonstrated ability to communicate professionally, accurately, and effectively through verbal, written, and telephone communication, with the ability to understand and respond to user questions in a courteous and effective manner.
- Demonstrated strong customer-focused support skills.
- Valid driver's license.
Additional Preferred Qualifications
- Enjoy interacting with customers and providing them with excellent service. Have strong analytical skills and can explain technical procedures and instructions in simple terms. Can work well with users from diverse backgrounds and experiences and at levels within the college and organization.
- Demonstrated knowledge of and experience working with Azure/Intra Active Directory and the Microsoft 365 Ecosystem; supporting the Microsoft Productivity tools (Outlook, Word, Excel, PowerPoint, OneDrive); the Collaboration tools (Teams, Bookings, SharePoint); and the Power Platform (Power BI, Forms and Power Apps).
* Experience mentoring or coaching student workers/young adults.
- Experience working with a team to plan and successfully implement projects.
- Additional technology certifications (ITIL, ITSM, CompTIA A+, Microsoft Fundamentals, etc.)
- Proven knowledge of/or experience with USNH acceptable computing practices, and security policies and procedures is also highly desirable.
- 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 18 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 08/15/2024 Open Until Filled Yes Closing Date 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 May be required to do some limited travel in their own vehicle to other USNH campuses providing technology; to contribute to USNH projects; and provide vacation or vacancy coverage. NH Driver's License: ability to lift and carry 25 pounds. Drivers License and Physical Requirements. Please check all items that apply. Valid Drivers License and Safe Driving Record Duties / Responsibilities Job Duties Duty/Responsibility Customer support: Consult with clients (both on-site and those that may be remote), Help Desk and team members concerning information technology needs, respond to problems and resolve problems as assigned, and assist in analyzing problems and developing solutions; refer complex problems appropriately. Use of enterprise ticketing system and associated workflows. Software installation and/or maintenance: select, test, install and maintain software applications and network resources. Problem-solve, develop solutions, document fixes and workarounds, and research/resolve complex problems appropriately, independently, and effectively prioritize and execute tasks in a fast-paced environment.
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. Security: including adherence to policies and procedures: monitor security, investigate security problems and recommend corrective action as assigned, such as assisting with operation and maintenance of application software security facilities. Keep current with all USNHIT Security recommendations. Documentation: identify and satisfy documentation needs, such as creating documentation to accompany implementation of new or modified application software; ensure quality and consistency in documentation; write and edit sophisticated documentation, which may be highly technical, in a format understandable to clients. Research solutions for trouble cases, document fixes and workarounds. Communicate large-scale fixes with constituents when appropriate. Use Enterprise ticketing system to document incidents, fixes, and workarounds. Identify trends and research historical data necessary to better support clients. Collaborate with colleagues in other departments and across USNH when appropriate. Provide expertise during crisis situations. (Virus, disaster recovery). Provide back-up support for the team when needed. Utilize existing tools, such as remote support tools, to assist customers that are off-campus or otherwise unable to meet in person. 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 life cycle. Data must be maintained to a high degree of accuracy.
Recommend purchases when machines exceed usable life or suffer catastrophic hardware failure per established USNH hardware standards. Assist customers with purchases for new computers or other technology commodities. Receive and prep new endpoints for deployment in accordance with USNH Asset and Inventory standards. New computer setup. Configure domain accounts and populate college Active Directory Organizational Units for college and department-specific systems management, create user accounts, assist client with login, file back up and transfer, account configuration, and printer configuration. Active participation in annual technology planning in areas such as teaching labs and AV classrooms. Work with supervisor to facilitate end-user life-cycle replacement to reduce technology Risk on assigned campus. Mange, update, distribute, and track loaner equipment as needed. Maintain technology Hardware Asset inventory according to Asset and Inventory Management Standard and perform physical inventory on university equipment as directed. 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, and execute ET&S-related projects. Duty/Responsibility Documentation: Evaluate the need for documentation and develop it for a variety of audiences. Maintain documentation to be referred to by student workers, colleagues, and the general user base. Develop documentation for new procedures, new software, new hardware, and other identified changes. Communicate clearly across a variety of audience, from the highly technical to the novice, where appropriate. Duty/Responsibility Supervision: Hire and train student workers. Help student workers develop relevant skills and develop documentation and training materials to strengthen their competence and expand their knowledge. Evaluate student worker performance. Duty/Responsibility Purchasing: Departmental ordering of supplies and equipment. -Departmental shipping. -Other duties as assigned Duty/Responsibility Skill development: Keep current with new 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 Desktop team. Duty/Responsibility Other duties: As related and assigned. Supplemental Questions
Required fields are indicated with an asterisk (*).
* Have you ever been employed by any University System of New Hampshire campus? * If yes, date(s) worked: (Open Ended Question)
* How many years of experience do you have in relation to the minimum qualifications of this posting? - None
- 1-2
- 3-5
- 6-10
- 10-15
- 15+
* Explain the most recent skill(s) you've learned in technology and how has it improved your role. (Open Ended Question)
* What date are you available to begin working? (Open Ended Question)
* Do you hold a valid driver's license? * Do you now or will you in the future require sponsorship to work in the United States? Documents Needed to Apply
Required Documents Resume/Vita Cover Letter Optional Documents Professional Certification