Location: Biddeford,ME, USA
The Technology Support Specialist II oversees the technical work conducted within the Information Technology Services' User Services Business unit. The position will support a Windows and Apple environment. They will demonstrate superior problem-solving skills, excellent customer service, clear communication skills along with strong technical abilities. This position assists with leading a team of Technology Support Specialists across two campuses and will interact with all members of the University via phone, email, walk-up, and office visit support. Technology Support Specialist II will assist in solving a wide range of application and technical problems. They are expected to provide leadership, guidance, and support to the team. A successful candidate will show experience with building, testing, and distributing Windows and Apple operating system images and various software distributions and patches. They are expected to be able to troubleshoot complex hardware and software issues that may require collaboration with outside support vendors. Technology Support Specialist II will need to have an advanced knowledge of Windows and Apple operating systems and how those systems and connected software work in an enterprise level environment.
About The University of New England
UNE is Maine's largest private university, with two beautiful coastal campuses in Maine, a one-of-a-kind study-abroad campus in Tangier, Morocco, and an array of flexible online offerings. In an uncommonly welcoming and supportive community, we offer hands-on learning, empowering students to positively impact a world full of challenges. We are the state's top provider of health professionals and home to Maine's only medical and dental colleges, a variety of other interprofessionally aligned health care programs, and nationally recognized programs in the marine sciences, the natural and social sciences, business, the humanities, and the arts.
UNE offers a generous comprehensive benefits package to eligible employees. The package includes varied health and dental plans; a retirement plan that includes up to an 8% match; extensive paid leave including holidays, vacation, sick and personal time; and educational benefits. Please visit the Human Resources Benefits site ( for additional information regarding UNE's fantastic benefits package.
Responsibilities
* Assist User Services Director in defining and developing departmental processes and supporting documentation.
* Act as an escalation point to a team of Technology Support Specialists for technical issues while managing and communicating challenges and successes up to the User Services Director.
* Provide leadership and assistance to both the Portland and Biddeford campus by maintaining an ongoing regular onsite presence to assist with technical issues.
* Responsible for training all new Technology Support Specialists on User Services role and responsibilities
* Responsible for developing, updating, testing, and deploying all operating system images and software distributions
* Assist in managing software license managers, software upgrades, and software distribution development.
* Manage and maintain User Services management tools and support systems.
* Configure, deploy, retire, troubleshoot and repair Windows and Apple laptops, desktops and peripherals.
* Monitor, log, take responsibility for, and promptly resolve incoming requests made via tickets, email, phone and walkup.
* Coordinate and administer the team's prompt resolution for incoming incidents and requests reported through the university help desk.
* Provide immediate support for all classroom related issues.
* Provide training to users on the operation of their technology and best practices and escalate to the ITS Training Specialist as needed.
* Work closely with other ITS staff and departments to troubleshoot and resolve problems.
* Administer Office365 through the use of various Admin Consoles and PowerShell scripts.
* Work with other departments to provide guidance on process workflows and automations
* Work with management and coworkers in User Services to complete campus wide initiatives and projects.
* Manage Windows updates for end-points via WSUS
* Manage desktop level Group Policy
* Manage LogMeIn Rescue Technician Console and scripts that are used within it
* Manage Microsoft Defender 365 to mitigate Phishing/Spam incidents
* Assist with developing metrics to show overall team performance
* Assist with generating monthly reports and deliverables
* Performs additional related duties as assigned by management.
Qualifications
Bachelor's degree preferred or a combination of four years' experience and education in related computer field or combination of education and experience from which comparable knowledge and skills have been acquired.
* Excellent communication skills with an ability to deal effectively with a wide variety of University personnel, students, and/or outside individuals/organizations of varying experience levels
* Ability to provide professional and courteous service to a broad range of users and experience levels
* Ability to manage projects from inception to fruition.
* Ability to function effectively in a fast-paced, multi-task environment.
* Ability to meet and enforce deadlines, take initiative, work independently to carry out complex assignments given to the technical team.
* Ability to work outside of normal office hours and travel as needed.
* Demonstrated experience leading a team through technical challenges.
* Knowledge of Windows and Apple operating systems
* Knowledge of imaging Windows and Apple laptops and desktops
* Knowledge of resolving software, hardware, and mobile computing issues
* Experience with BitLocker and FileVault disk encryption
* Knowledge of the Microsoft Office 365 suite with ability to quickly familiarize with a broad range of third-party applications
* Understanding of enterprise level network troubleshooting concepts
* Familiarity with ServiceNow, Kace, Deep Freeze and Jamf
* Familiarity with Power Automate and PowerApps
* Familiarity with Audio/Video technologies
* Prior experience working in Higher Education is preferred
* Strong attention to detail and adherence to University and ITS policies and procedures is required.
* Ability to lift/carry up to 40lbs.
EEO Statement Summary
Consistent with federal and state law and University policy, the University of New England is committed to the fundamental concept of equal opportunity for all of the members of the University community. The University prohibits, and will not tolerate, discrimination in employment, the provision of academic services or in any other area of University life based on race, color, sex, physical or mental disability, religion, age, ancestry, national origin, sexual orientation, gender identity and/or expression, ethnicity, genetic information, HIV status, or status as a veteran. Prohibited bias factors should not motivate decisions regarding students, employees, applicants for admission, applicants for employment, contractors, volunteers or participants in and/or users of institutional programs, services, and activities.
COVID Vaccination Statement (PLEASE NOTE)
Employees in clinical settings must meet the State of Maine's immunization requirements for clinical activity.