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Sr Desktop Support TechnicianKeene State College • Keene, New Hampshire, United States
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Sr Desktop Support Technician

Keene State College
  • US
    Keene, New Hampshire, United States
  • US
    Keene, New Hampshire, United States
Jetzt Bewerben

Über

As a member of the Client Services area of Enterprise Technology & Services, this role combines advanced technical skills with exceptional customer service. It provides in-person and remote technical support and assistance to the Keene State College community using IT Service Management and ITIL principles. The position is full‑time onsite in Keene, New Hampshire.
Responsibilities
Work independently and collaboratively to deliver critical end‑user support functions, including deployment, monitoring, and maintenance of Windows and Mac hardware and software; troubleshoot network, printing, and datacenter issues; manage computer lifecycle and IT asset inventory.
Provide escalation support for complex issues and ensure adherence to USNH policies and industry best practices.
Execute policies and procedures for smooth operation of computing resources and collaborate with campus departments to plan hardware and software transitions.
Train staff on software and systems used throughout the university system.
Assign and supervise the work of team members, providing mentorship and knowledge sharing.
Participate in complex IT projects, develop project plans and specifications, maintain project documentation, and track progress.
Serve as the main point of contact with clients, communicating effectively with non‑technical users and maintaining up‑to‑date knowledge of emerging technologies.
Resolve complex tickets using remote support tools and additional resources; prioritize tasks and minimize supervision.
Act as a subject‑matter expert during crisis situations (virus outbreaks, disaster recovery); provide backup support as needed.
Work cross‑functionally with other IT teams and units to provide quality service and support.
Research solutions, document fixes and workarounds, and provide process improvement suggestions.
Communicate large‑scale fixes with constituents and maintain strong business relationships.
Assist clients in implementing appropriate technology solutions and recommend comprehensive solutions for a broad audience.
Follow security policies and procedures, assist with identifying and resolving security issues or breaches, and stay updated on USNH security best practices.
Create, modify, and maintain documentation and standard operating procedures (SOPs) for various software and hardware systems, ensuring accessibility for all audiences.
Document all service requests and incidents in the enterprise ticketing system, meeting or exceeding established service‑level agreements (SLAs).
Lead or participate in strategic and project planning for the resource lifecycle, ensuring accurate data maintenance.
Configure Microsoft Autopilot and JAMF to provision new devices, schedule setup, and assist clients with login, account configuration, and printer setup.
Work with USNH‑approved value‑added resellers to configure, quote, purchase computers, recommend replacement when necessary, and manage loaner equipment.
Maintain asset inventory, perform physical inventory and cycle‑counts, and coordinate end‑of‑life and surplus pickup.
Provide support for IT‑related projects, including teaching lab, classroom technology refresh, and end‑user asset refresh planning.
Guide, train, and evaluate student employees who assist with customer support and device management.
Stay current with emerging technologies such as remote support applications, security tools, and productivity applications.
Skill Development
Maintain current knowledge of endpoint hardware, remote support applications, security, and productivity tools relevant to the Enterprise Client Services Team.
Qualifications Minimum Acceptable Education & Experience:
Bachelor’s degree and four years of experience in the information technology field.
Associate’s degree and six years of experience, or a combination of education and experience equal to eight years.
Strong customer‑focused support skills.
Organizational, oral, and written communication skills.
Required Licenses & Certifications:
Valid driver’s license.
Knowledge, Skills & Abilities
Demonstrated customer service experience, team collaboration, and communication skills.
Ability to work under general direction and exercise judgment to determine appropriate actions and solutions.
Expertise in networks, configuration management, security, operating systems, and software; experience with Microsoft Windows, Apple macOS, mobile devices, and networking.
Endpoint management experience with Microsoft Intune, Autopilot, JAMF, or comparable systems.
Analytical skills to identify trends and recommend continuous improvements.
Use of ITSM tools, project management, strategic planning, and asset management experience.
Preferred Qualifications
Supervisory experience with student workers or interns.
Knowledge of and experience with USNH‑acceptable computing practices and security policies and procedures.
Mentorship, training experience, and higher‑education experience.
EEO Statement The University System of New Hampshire is an Equal Opportunity/Equal Access 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.
Compensation Pay Range $60,360.00 – $107,920.00
Location Keene
#J-18808-Ljbffr
  • Keene, New Hampshire, United States

Sprachkenntnisse

  • English
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