The Technical Support Engineer will be hands-on, senior member of the technical support team responsible for desktop, laptop configuration and integration, mobile device, and application support including Windows and Mac operating systems and software and other applications. This position requires excellent prioritization, responsiveness, and customer service, along with excellent verbal communication skills. This position contributes to the efficient allocation of computer hardware and software resources, student support resources, and ensures the reliability, security and sustainability of the individual computing experience at Hobart and William Smith Colleges. Using effective communication, technical, and analytical skills the Field Support Engineer manages projects, provides technical support including maintenance and upgrading of resources and, within delegated authority, supervises support personnel. In keeping with Hobart and William Smith Colleges community standards, the Field Support Engineer develops and maintains positive working relationships with all HWS Constituents.
Responsible for developing and deploying the desktop infrastructure to create a campus standard while supporting the unique needs of the individual and/or department.
Responsible for developing and deploying printing, mobile devices and any other peripheral equipment infrastructure to create a campus standard while supporting the unique needs of the individual and/or department.
Serve as Level 2 and 3 Technical Support to the Help Desk
Maintain records of the Support Center using Team Dynamix Service Management system by logging all service requests and following them through to completion.
Assist with the analysis of trends, evaluates effectiveness of policies and procedures for problem resolution and provides operational recommendations.
Maintain an awareness of emerging, technologies, trends and advances in the profession.
PROJECT/PROGRAM MANAGEMENT: In addition to the general support responsibilities outlined above, this position will share in the responsibilities of managing projects and programs such as listed below:
Computer Replacement and Budgeting – This program manages all public, faculty and staff computer replacement. Responsible for researching emerging technology and trends, working with the vendor on pricing and setting standards for the HWS community that strives to provide the best technology for the best price.
Onboarding of New Technologies and/or Services – Manages the testing of new technologies and/or services with the current technology to ensure that there are no conflicts and provide a seamless transition.
Desktop and Mobile Device Infrastructure Security – Managing this program includes staying abreast of the current state of desktop and mobile device security. It includes serving as systems administrator of the antivirus server. It also includes making recommendations to configurations to best protect the institution.
Print Management – This program includes managing the infrastructure that supports faculty, staff and student printing. Includes administration of the Print Management System (PaperCut).
Non-Standard Technical Support – Serves as technical expert on non-standard software and hardware, which will require skills development, used to support the specialized needs of the campus, such as Linux/Unix, RStudio, etc.
Other projects and programs as assigned.
Bachelor’s Degree plus a minimum of 3 years technology support experience, or the equivalent combination of experience, education and training.
A+ Certification strongly preferred.
Knowledge of IT Service Management principles (ITIL) strongly preferred.
Must work well under pressure and have excellent customer service skills, including the ability to communicate technical processes to non-technical individuals.
Must be able to lift up to 75 pounds.
OTHER INFORMATION: This is a full-time, 12-month, benefits-eligible administrative position. Some on-call hours required. Some weekend and evening hours may be necessary. This position description is not all-inclusive as other tasks or responsibilities may be assigned.
About Hobart and William Smith Colleges
Located on 195 acres in the heart of New York States Finger Lakes Region, Hobart and William Smith are independent liberal arts colleges distinctive for providing highly individualized educations. Guided by an interdisciplinary curriculum grounded in exploration and rigor, the Colleges prepare students to think critically. In partnership with the Geneva and global communities and through robust programs in career development, study-abroad, service, leadership and athletics, the Colleges foster an environment that values global citizenship, teamwork, ethics, inclusive excellence, and cultural competence.Under the mentorship of faculty, Hobart and William Smith students gain the necessary clarity to be competitive when seeking employment. They win prestigious fellowships like the Rhodes, Gates Cambridge, Udall, Fulbright and Goldwater. They gain admittance to the best graduate programs in the country. They go on to lead lives of consequence.